Bilking adjustment

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Level 1c
I spoke to a guy named Nab on 15.03.2020.
Reference number10343898, i was advised i would get a call within 24hours regarding my bill and there would be a freeze on billing until my issue was resolved. However that has not occurred and you have attempted to take payment without a call back, i have tried numerous times to contact today only to be told i will transfer you through and get hing up on in the transfer. I have spent nearly 3 hours on hold with no issue resolved. I would appreciate a call back as soon as possible to resolve the issue.