@magic, the may know, they may not.

It's like once when a customer walked into a branch while I was depositing a cheque. He was angry because he didn't get his bank statement. The staff asked "I'm sorry, let's resolve this for you, did you notify us once the statement didn't arrive?". "No! You should know." the guy said.

It would have all been easier if someone just said something rather than assuming they knew :)

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Mr. Q's Blog - A Qatari's view on Qatar.