I see lots of 5/5 reviews about customer care. Onl...

I see lots of 5/5 reviews about customer care. Only using them because of the fact they're being booked via a company. If you ever use their chat function to change something, you'll frequently find this happens:
**Agent Nimi has transferred the chat to another agent.
**Agent OnlineSupport has joined the chat.

Don't worry - that's just how pleasant Nimi is at explaining what will happen next. Agent OnlineSupport usually joins about the time you think that someone's closed the chat.