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Best n finals exists so agents don’t have to do any work - why make loads of phone calls getting incremental offers when you can just get people to email in?
Your situation is either down to the same laziness or just that they forgot to ring you.
I think it’s well established that most estate agents are shit or cunts or both.
Hefty
insert shrug emoji
Every EA I have ever dealt with says they can't disclose the amount of another bidder. I presumed that was the legality of it. And that's why shit like best 'n' finals exist.