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It doesn't make any sense for them to charge 5% only on overnight express unless they are trying to cover express fees as well - but that 500 limit is outrageous.
Nevertheless, I think somewhere along the line they must have misunderstood something. I do agree that 5% for any reason is crap, but on the other hand it is in their terms and conditions.
For the 19 pounds you lost, I really think Main Street Group ought to refund that - but also, I think it may not be worth the hassle to you to go through all the BS. You cashed out a winner (if I am not mistaken) - and even with the 19 pounds removed you are still a winner - so what I would probably do if I were in your shoes is just eat the 19 pounds and never play there again.
If they were smart - they'd refund it because 19 quid is definitely not worth the potential loss of business.
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