Cancellation

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Level 1
I requested cancellation of my home broadband & home phone. The consultant on the phone agreed to waive the 30 day notice period and refund unused funds on my account as I am out of contract and have been a TPG customer for several years. I
Was requested to put my cancellation in writing which I did and the consultant has responded saying they will not be waiving the 30 day notice period or refunding the agreed amount. I have asked for a copy of the call recording where the consultant has agreed to this and my emails are being ignored! Please respond!