I'm not contacting the helpdesk with basic queries. Unfortunately that's all they can handle though as anything more than this renders the helpdesk useless.

The staff are dismissive, rude and do not know how C&D works.

There's long wait times on the phone, days wait for email replies. My guess would be that no one is getting queries answered properly and it's taking a number of tries to get any resolution.

Train your people Royal Mail so we don't have to suffer this frustration.