Below is the response I received from Marje Clarke. It looked like a very generic email but then less than 24 hours later I got the followup email from the team to confirm a decision was made and on its way to me.
"Your enquiry has been passed to me to respond.
Please accept my apologies that the details on your COA were incorrect but I can confirm that I have asked one of my team to respond to you outlining how long it should take to resolve.
I am sorry that we did not action this correctly and for the inconvenience caused but be assured that we actively promote good customer care and strive to provide a first class service and it is a matter of regret when we fall short of achieving our goal. We are working hard to improve our delivery performance."
Mattyxxx wrote:Hi jew,
Congratulations on ur success can u please tell us what response u received from marje clarke ??