Based on feedback on this forum I'm not sure most of the promised callbacks actually happen, in fact I reckon the callbacks don't even get requested which is the reason they don't happen.
To be honest if are better off phoning and being asked to be transferred to the right team to help rather than allow the customer service agent to "promise a callback" if they can't assist. You also would be less likely to get a callback during the festive season anyway due to a shortage of staff.
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