.....Or both! One actual visit was to see why a claim for a shortage in down route allowances was taking near on 6 months and 5 email requests, non of which were being answered. RB is the gentleman involved in the refund process and can often be seen 'wondering' around looking busy but actually doing cock all! He NEVER answers emails. It normally has to be stepped up past him, admin and then to a manager before anything gets done. I'm sorry but WTF??!!!
Funny, when you owe THEM money, it's out of you salary that month!