Hi Shaun,
Thank you for locating the private message section and replying accordingly. Our moderators work hard behind the scenes to ensure our forums meet certain standards, as well as a wide variety of other tasks which customers don't see. They have a heavy workload and it is not within their remit to respond to individual customers. If an agent is away from the office for a certain amount of time and/or there is considerable urgency in addressing an issue, they would always escalate the post to another agent.
Due to the nature of this platform, we can't always guarantee an immediate response. Particularly as individual issues are handled by individual agents to avoid any crossed wires or repetition. If you ever require live assistance, the best way to get this is by giving us a call and speaking to someone on the phone. If you use an online method such as this or social media platforms, there can sometimes be a delay in receiving a response.
In this situation, our moderators could see that I'm on the case and had messaged you requesting the relevant information. Until this was received, we were unable to assist further. As you can see from my latest message, I've now raised a ticket for you and we'll be in touch with any updates.
Thanks,
Rachael