I had an issue where when I unfroze my ATPL they omitted my SEP rating on the licence. Took about 5 months to get the correct licence issued. They wouldn’t reply to any emails. The only way to get a swift response was to log an official complaint on their website. Then it got sorted within a week.
Bad service now. Used to be fine with same day appointments where you could actually sit down with somebody...and enjoy a breakfast upstairs!