Last week I started a long and complex conversation with the customer support team about paying national insurance. I asked the agent who I was speaking to a question and they didn’t reply or read the message on the day or the day afterwards, when I sent a follow up message. So it looks like the conversation was closed because they’re online at the moment and have been for the past couple of days.
I opened a new conversation, said who I’d been speaking to and asked the agent to let them know that I was waiting for a reply but instead the agent asked me to repeat what we’d been discussing, rather than just checking my conversation history to see which conversation I was referring to. It looks like that agent’s offline today so I can’t get through to anyone.
I don’t understand why it’s been so difficult to get this sorted?