I got a call back today from the Newport office however, not much in the way of info, the gentleman just said their systems are slow on update and it can take 1-2weeks to update so he expects it to update Tuesday for me. I’ll report back Tuesday.
I know it’s so frustrating, however I recommend (if you haven’t already) popping your number into the callback system. I think they’re automating this because of high call volumes. I had to wait 24 hours but they did respond. It might well be worth a try. Good luck to you!