Hi, I have recently received feedback regarding your experience, and I want to begin by apologising for the inadequate service you received. Upon further investigation and speaking to our help desk, our replies to your ticket were being flagged as spam in your system and not being delivered to your inbox. We have rectified this so it doesn't happen again. I would be happy to discuss with you further if this would help. I also understand the original issue is now resolved. Thank you for your feedback. Regards, Daniel.