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We apologise for the inconvenience this has caused you, @Isabella_k .
We take a genuine interest to all our customer feedback and we'll make sure that yours will be taken into account.
If you need further assistance, feel free to send us a private message with your TPG customer ID, username and complete address so we can pull up the account.
To send a PM, please refer to this link: How do I private message (PM) in the community