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Thank you BAGoldcard. I did mention my displeasure (briefly and politely) to the CC and i thought they would convey it to the CSD – but she did not stop by for a chat. Not even a welcome or goodbye chat. I have written a constructive message to CX as I do think this was an anomaly – surely CX is better than this- in fact I have experienced better service from them and would hate to see them slip like this for good.