Yes Zarck, I totally agree with you, I am never aggressive and I always remain polite with the people I contact, be it by email, phone or physically. I am aware that I am dealing with people who are just attendants who do what they can with the little means and time they have been given. My reference to the pit bull was for its tenacity, not for its aggressiveness! But I still thank you for your advice, I will continue to look for explanations. Bye.