Redundancy :o(

common sense is less common than what you think...

 

My mum used to have a saying "too much brains, not enough common sense". 'Tis true in some cases.

 

The external agency that does it is one with which I am very familiar, having worked on large projects partnering with them. They are notoriously bureaucratic. If anyone points out to them that you've been waiting ages, depending on who asks, they will either not respond at all, or will respond with a stock answer about having met all their SLAs, and drawing attention to a certain clause that says that only 90 odd percent of cases must be dealt with within a given time frame.