My written request was misunderstood and instead of telling me how to go forward from a stuck screen, I was given a list of the ID docs I already had. Hence I rated BAD. I then tried the “chat” and Suzy was a great help. However I lost her trying to find the microphone to hear her. She did say it was a text message which went well. Somehow I then found Ava was my helper and she sorted the screen and gave me the clues I needed to complete the task. I’m glad for the “save” opportunities as it’s hard when I don’t know what to do. The timing of the response was helpful as i was about to be closed out! Thanks to you all.