Please do not write below the line

The most baffling thing here is how the hell did the author get the organisation to respond, on topic, multiple times? In my experience conversing with various entities that are supposed to provide customer support, absolutely anything outside of an extremely narrow set of vetted topics with prepared answers and especially anything technical gets ignored and receives an irrelevant response at best.

Because it's government. People in government jobs often sit around half the day doing nothing because they have so much spare time. Case in point: me, right now.