The caller dialed a customer support line and went through an automated menu. They provided a reference number (260701015161) and an address (990 Abidja Road) related to an existing enquiry. The caller explained that although they received an email the previous Tuesday promising contact within five working days, they had not received any update. The support agent acknowledged a previous call on the 31st and said they would check on the case. The caller stressed the long wait and that the shop was closed, asking to be contacted as soon as possible.