The customer experience gets worse every time

I think this is my third review I'm writing because when I call in no one is willing to assist me but when I write a review on Hello Peter they call me back for me to retract the review. Everytime I get the call the person who calls me is speaking so nice but when I call for assistance the receptionist can't provide me with the help I need.

CAS-252863-H9L1D6 CAS-247827-B0J7R6 CAS-251101-X6V4V5 CAS-247829-D2W3X3 To list just a few case numbers I logged with almost the same query raised and to date I am struggling to get assistance.

I contacted ICB last Friday and my query was resolved the same day and their support team is online but very quick and efficient.