Hi sallyc,
Firstly, I am sorry that you are dissatisfied by our lack of contact with you. Unfortunately, Charlotte is out of the office indefinitely, so you would have received an email to re-direct your email to another member of the customer service team, hence why this had not been picked up.
We do state that we will get back to you within 28 days and I can confirm that three out of the four letters have been completed today so they will be in the post to you shortly. We are just waiting on some clarification for Bob, but I expect this to be sent out by the end of the week.
We are mindful that you are all loyal customer and I am sorry for the lack of acknowledgement of your email/letters.
I hope this clarifies your concerns. Please let me know if I can be of any further assistance.
Kindest regards,
Monty