Thanks for the update and we're glad to hear a member of the team was able to help get this resolved for you PeterST2, we also experience the feedback on your experience looking for assistance with this issue.
It's not the experience we want for any of our customers and we're always looking for ways to improve both the services and the experience our customers receive. We appreciate you making us aware of this and we'll be sure to pass it to the relevant team to help make these changes.
If you need us again please don't hesitate to get in touch.
Rob