AND? What's the difficult part?
I did this often when working for various brands. Once I was chucked in the deep end at customer support, dealing with director emails (emails where people use the directors email address) up to TWO years old. Interestingly, they were the easy ones... dear person, so sorry you've been ignored, but I've been brought in to help. Before we go any further and I look into your complaint, there is a £20 shopping voucher on it's way to you, to enjoy while I investigate.... people so easily pleased or MONEY TALKS ... nicely!
Now I struggle to type a few messages on here n FB a day, and then my hands hurt too much... gggrrr