Hi Marco,

Thanks for your response.  The general advice I've received from the community is that CS Agents wouldn't be able to deal with this sort of issue, beyond advising to appeal a decision via the existing process (which isn't really an option, as outlined in my post).  Is it definitely the case that Customer Support will be able to action this at the level required, if I am to contact them again?  I'm happy to direct this to the most appropriate channel, but I'm also wary of going round in circles somewhat.

Thanks!