Hello Alessandro,
I'm sorry you had trouble getting through to us and for any confusion around your documents. It looks like everything’s been sorted now you’ve spoken to my colleague Lisa on the phone.
Although it's unusual, our phone lines must have been very busy at the time you tried to contact us, so thanks for messaging, it's always a helpful option.
If there’s anything else you need, please don’t hesitate to let us know.
Kind regards, Kerri-Ann Hockley, Director of Customer Service.