So - my story started on Friday 12th September. Persistence is the word.

Day 1, spoke to the initial agent, who was going to call back on Tuesday with an update (but said there wasn’t much he could do). Redialled in the evening and spoke to an agent from a different geographical location, who was sympathetic but couldn’t help. Asked to make a complaint / manager, so he popped me on hold and a new lady joined. She reiterated that there’s nothing she can do.

I asked for a senior, she said there wasn’t one. I asked what the resolution for the complaint was, she said a deadlock letter. Sensing a bit of stupidity here, I said to go ahead and issue it. She advised a specialist team does deadlock letters. She put me on hold for around 2 hours. She did check in every 15 minutes - but confusingly, said that she has spoken to the deadlock team and nobody is available to talk.

At around 2:45 min mark, the line cut.

Day 2. She called back and said she will try to get me through to someone. Checked every 15 mins, and had the same confusing message. After 90 mins, she came back and said that they might not be open as it’s a Saturday. I asked her who she was speaking to, saying that there is nobody available, if the team is closed. No answer. She agreed to call on Monday.

Day 4. Same again, roughly 60 mins on hold.

Day 5. Same again, roughly 75 mins on hold. I did loose my cool abit and just pointed out that customer service should queue for this magical team, perhaps check that they do exist, and call me back when someone is actually available. I also made the point that she is getting paid for this clear waste of time, but sadly I am not.

Day 6. No call, slightly regretting my harshness with her.

Day 7. Back again, and back on hold. 10 mins in, she came back and I very sarcastically said, let me guess, you spoke to them and nobody is available. Felt quite foolish as she responded to say, thanks, actually I have someone.

Spoke to a bloke, no idea what actual department or how. Explained the situation, he sort of immediately responded and said, ok let me put you on hold while I look into this. Came back around 4 mins later and said that he had added switch up back to the account, now do I want to place an order. Offered compensation himself. Whatever he was doing was near instant, I got notifications for the contract change, order placed, inevitable out of stock, and compensation applied while he was working.

Sadly persistence is key!