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Trying to cancel service

Level 2

I have been trying to can cel my service as we no longer live in Bonogin.  I have gone through the online chat process last week and after being told I was being transfeed to accounts had to hang on for 4 hours and was the chat was terminated by the operator.  The next day went through the procedure again and was told I would get a call on my mobile after again answering all the identity questions.  I have not had a call.  Do I go to the bank and close the payment?