Oh no! That’s so frustrating. I emailed via the webform and was told last Thursday (AM in UK, PM in NZ) that I’d receive a response in 24-72 working hours. It’s now Wednesday morning in NZ so it’s been 4 working days. I don’t really want to call again because I’ve already spent $40 (20 pounds) on international calling credit for a single phone call to the offices where they wouldn’t help me.