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That's poor service. Only the proactive get results? If they tell you to email - you email. But they aren't going to do anything if that's ALL you do? But that's what they told you to. Poor level of service. It is the way of the world though, sending an email is fine, it'll be worked...

It's a real shame that you had to call them to get it sorted. Why even bother requesting you contact them via email? They had no intention at all of actually fulfilling those requests. The girl I spoke to basically confirmed that the emailers would be mugged off and you had to call to get...