I refer to the letter WSC's Customer Care by Stephen Zerafa, WSC's head of PR (November 3), in reply to a complaint by Rowena Scicluna.
My first impression on reading the letter is that Mr Zerafa seems to be saying that Ms Scicluna is not telling the truth or that there is a misunderstanding.
Since Ms Scicluna had sent a registered letter, then the post office will hold documentary evidence of all movements of the letter including when it arrived in the PO box and when it was collected. Based on this documentary evidence, which I am sure can be supplied if one asked for a registered letter to be traced, the impossibility that Mr Zerafa has claimed, to quote "it is simply inconceivable that 19 days could have elapsed without our staff collecting mail", could in reality be definitely conceivable.