Dealing with the people on the phone has been fine and I would certainly rate all of them as good. However, my on-line experience has been awful. I have been unable to view my documents as I cannot get passed the point of creating a password. I have tried to do this in conjunction with one of your operatives on the phone. She followed the same process as I did with the same result, deadlock at the point of creating a password. She said that the problem would soon be sorted but no such luck. A day later and I am still not able to see my documents and there is no evidence that things will change anytime soon.