No reply don't know how to progress

Can anyone help? I posted a question to the live chat on Friday 29 January and again on Monday 1st Feb and nobody has replied. The most recent one hasn’t even been viewed! How can I progress my query? Such terrible service when they have a chunk of my money, absolutely shocking!

Hi Karen, first of all, welcome to the forum :wave:

Sorry to hear you’ve had no reply since then. We’ve had a surge in users causing response delays, but we’re making good progress in catching up on messages.

We can’t access your customer information here, so could you please send us an email at, and we’ll check it out as soon as possible for you.

Hi I’ve already emailed two days ago and nobody has replied. I’ll send it on again.

Hi Doyin,

Still no reply from anyone. Five chat messages and two emails and three weeks later. Can you help?


Hi Karen,

I’m so sorry for the delays that you’re currently experiencing here.

We are working through the backlog of customer enquiries, and we’re planning to respond to everyone as soon as possible.

Please see the update from the team on how we’re scaling to support you. There you will find the email to contact that is specific to your query and we will be in touch.

If you let us know what your query is we can also navigate you to the right email address to contact us.

Hope this helps, sorry for the delay once again Karen.

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May I ask if your issue was resolved? So far all i’m seeing is that you’re being endlessly apologised to and endlessly asked to email when you’re stating that you already have.