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Impossible - they reply once you go public only! I must have emailed them x50 and had a handful of replies

I rang them 4 times. I was told "I have authorisation to drop this call" and hung up on once. I was bumped back the first menu once. I got to speak with a manager once (Michelle) who finally gave me a case ID but followed up on none of the things I asked of her. The customer service is appalling.