Unlinking/Relinking (6 month wait)

Hi Claus,

Many thanks for your response.

The only reason I’ve ended up posting on the forums is because the agents I’ve been speaking with have told me they aren’t able to resolve this. I specifically requested an escalation to someone with the necessary administrative permissions to bypass the limitations of the agent I’m dealing with. However, it seems that even the escalated support team can only respond based on the information and permissions available to them.

I understand that there is a risk involved, but I don’t believe an account containing significant progress should simply be automatically deleted. If that were the case, it would create a major issue for accounts that have been compromised, particularly where services have been unlinked or other changes have been made by someone who gained unauthorised access. Logically, I would therefore expect the account and its associated progress/data to remain retained.

Lastly, I do want to raise some concerns regarding the customer support experience. The agents are friendly and helpful initially, which I appreciate. However, once you ask for further assistance or challenge the response provided, the conversation is often closed immediately after they quote the relevant policy. This makes it extremely difficult to get an issue properly escalated or resolved when the initial response doesn’t address the specific circumstances.

I’m simply asking for this to be reviewed by someone with the appropriate administrative access who can properly investigate the account and determine whether the progress and associated data can be recovered. Otherwise and I'm sure you'll see, this  becomes a death loop of asking an agent and then coming back here when they cant assist. 

Many thanks again for your help. I'll try once more.