No Nessienoo,
They put the phone down and go shopping, the files are figments of their imagination!!!
The only way to deal with them is phone them every 10 minutes, if they do not come back with an answer.
It is not even worth asking for a name, you phone back in the 10 minutes and NO-ONE has ever heard of them.
They fear no-one, because no-one can touch them, they know it all.
Good luck just pester and pester on the phone, letters seem to disappear once they reach their offices, or that is what I experienced. They are pathetic.
It would seem that the CSA employ people that have had both their brain cells removed
I have seen many many friends, from both sides literally pull their hair out with frustration, it all just amazes me
Good luck hope you manange to get a result today.
zara