@givemeawhisky maybe. I believe they’re overloaded with tickets and phone calls and sometimes they just want to finish and move to the next ticket (and maybe I wasn’t clear enough when I explained the issue(?)).
Well thanks for all your answers above 
@jonatandor35 That might be it and a logical reason, especially given some of the questions that get asked here, it is no surprise to suggest that they probably get double the amount to them.
Anyways, no need for the thanks, you’ve helped out on other forum posts, so happy to offer something back in exchange, even if it was little of nothing!