Hi Anon,
Generally email is best, as it's the quickest way to gather all the information and for us to research any issue. Sometimes we are on a call with other customers too.
I took a look at your account and I see you had a reply from the team within 10 minutes to your email. So there shouldn't be any slow down going via email.
“the kindness shown to me and all the help I received is second to none thank you so much. A special thank you to Paul for all your help. I will recommend you to everyone I know”