The current script runs something like this, assuming you can get past the first hurdle of actually speaking to someone... 1) I am very sorry to hear of these

The current script runs something like this, assuming you can get past the first hurdle of actually speaking to someone... 1) I am very sorry to hear of these problems and I will do everything I can to get the issue resolved for you.. 2) Please hold whilst I carry out some checks... 3) It does seem there is a problem and I can get this fixed for you, to identify your account I will send you a text message with a code... 4) Have you received the code? 5) I will send the code again... 6) Have you received the code? 7) I have to identify you before going further, have you received the code? 8) I will send the code again... (it never came) This was my last experience, bearing in mind I did pass the code test at the outset in order to speak to someone. My resolution was to go elsewhere. I moved my contract to Andrews and Arnold, they have an actual email address and do actually reply within an hour. In today's world, this is miraculous.