The person i eventually spoke to was very helpful, and we got sorted in the end - however to get to that point was ridiculous. I called the number on the bottom of the renewal email, selected the appropriate options and went onto the hold system. After 32 minutes, someone answered, asked my name and the reason for my call. I advised it was to renew at which point she said it was the wrong department, and i would need to speak to someone in sales. I explained that I selected the option to renew and that i had already been on hold for 32 minutes. She advised me someone from sales was near her and she would transfer me "quickly". The call in total took 1 hr 23 minutes!