Rosolite communication

Communication is rubbish.
I phoned to request a redemption statement as it was supposed to be quicker than requested online.
The advisor said they would rush one through. It took 10 days to arrive. Does this come from Bristol office or from India?
The letter dated 17/11 told me what to adjust if I paid it before the date of the letter (for all those with time machines) but if I wanted to pay it after the letter date, I had to contact them for another quote.
Groundhog Day?
How are these people still in business?

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