Good evening @jfsmale Anasa here 👋 So sorry to here that your query has only partially been resolved, hopefully the second time around they'll be able to get it all sorted for you. If not you'll be able to follow the escalations process but fingers crossed you're in good hands! I know it's not ideal but please don't worry as long as your complaint is open we'll work on a resolution for you and we won't close that without your confirming that everything has been sorted for you.
It'd be great if you could pop back on here to let us know how you got on or what steps you're taking next 😊
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