@Gordon250 Typically you would be transferred to level 2 whilst on the call, who would run some further checks and take your call examples which they will then use to raise a ticket to complex investigations. If you didn't have call examples handy they would need to have you gather some and send them over. Once they have example they will raise the ticket which should be picked up within 72 hours, because like you say the examples are only valid for 72 hours.
So the ticket and investigation will be picked up within 72 hours after being raised by level 2, but that is not to say it will necessarily be fixed within that time unfortunately. Without additional context of what was discussed at the time I am not sure what the 7-8 days timescale may have been referring to.
If you have raised a complaint on that link @Peter_W provided then our team will be in touch to help.
Alex
