I know a friend who complained about an agent and when she rang to speak with supervisor, she was asked did she know they had 4 people with that name working that morning! After 10 unanswered emails over 6 weeks, she received an email from 'Customer Experience Manager'. This lady would only correspond by email and refused to take her calls- subsequently she was passed to the 'Customer Service Manager'- Is there any difference in these positions! In any case, best option with any queries seems to be to contact Head Office directly 01 2933559
It appears their 'customer service' is outsourced to some back end office in Waterford