Thanks @tmcginnis 
Just the same @AMGalligan I don’t know why this setting is set the way it is by default - HS has just sent a “How was your support experience?” e-mail to someone who has never e-mailed us in Hubspot.
And the support engineer I was dealing with had no idea on this setting.
TBF - It’s the first bad bit of support I have had from HS. - still disapointing.