I believe you were provided with 3 options.
If you downgrade your plan to one with lower price but the same speed then it is not considered as a downgrade according to the options given.
Did you reply to the e-mail you received?
I understand. In order for you to receive a refund, you would need to downgrade your plan to one with lower speed.
I will have someone contact you directly to provide further assistance.
I am having the same issue. I have been told several different times, eventually being told the 4th May. that came and went and then I was advised that I had not been included in the first batch but would be included in the second. When asked when that would be I was told that it would be before the end of May. Of course, it is now the end of May and they tell me today they don't know when the next batch is going out.
We apologise for the inconvenience this issue is causing you, Kewwi.
As advised, we are processing the refund in batches, but it will be processed anytime soon.
We can see that this issue has been escalated to our Complaints Resolution Team and we will make another follow up.
Again, we're sorry if we are unable to provide the refund on the estimated time frame, but please be assured that we continue in chasing this matter and will have the case manager contact you as soon as new update becomes available.