We're sorry to hear about your poor experience on Friday. The scenario you've described is definitely not the expected behaviour when a call enters the queue during our normal business hours (8.30am to 8.00pm AEST) so please accept our apologies. We'll investigate to determine what happened and take corrective action if necessary.
In the meantime, I've asked one of our Support team members to reach out to you this morning to assist as/if required.
Ryan de Rosayro
Member Support Manager
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