... but only to make me more confused, frustrated and wondering what is going on...

After today's chat, where SAS told me that they are now handling cases from the day before the day that they told me they were working on three weeks ago, I received an e-mail from "[email protected]" (You can't reply to that mailbox...) Here is what they said:

"We have been notified by a member of our chat team that you have not yet received reply from our Customer Care department.

We have looked into the case and Customer Care informs us that they sent you an email on the 9th of June.

It is not possible to handle your case before you have answered that email with the necessary information they require."

I answered their June 9 e-mail the same day with the attachments they said they needed. Incidentally, these had all be sent via their online claim form May 27. I have also sent no fewer than 5 e-mails since June 9 asking them to confirm that they had received them...

Anyone got any good ideas.....