Why is Easy Equities not answering my query about transferring my RA from another services provider?

For the past 9 days I've been trying to get the answer to my question about the Easy Equities Retirement Annuities Campaign as to whether I will receive my 1% Cashback if I transfer my RA from another asset manager before 31 December 2024. If I start the process before 31 Dec (and even though the process will only be completed by next year), do I still qualify for this?

I've contacted Easy Equities via the chatbot and a number of emails addresses such as their helpdesk, helpme and retirement ones without getting a satisfactory answer. In some circumstances they haven't answered my question and with others they have completed ignored the email.

Why is it so hard to get a reply to such as simple question from such a big company!