Awful Customer Service
Re: Awful Customer Service
As well as the route that @pdm suggests, have you tried ringing the Customer Options Team who are basically the sales side that you would ring to set up a contract? Their number is usually less busy and hopefully they can give you some info - the number is 0800 013 2632.
Also, have you checked via the Help assistant on the Members Centre > Manage Account if there are any tickets (often closed ones) that may shed some light?