I have made multiple attempts to cancel my internet service and finally reached your cancellation team last Friday. I spoke with Celine, an account specialist, and received a cancellation reference number: 13989111. She informed me that I would receive a cancellation confirmation email within 48 hours, but I have yet to receive it. I have thoroughly checked both my inbox and spam folder.
Could you please confirm the status of my cancellation and provide an explanation for the delay?
Additionally, I would like to note that I have a phone recording of my conversation as evidence. If I do not receive a response or a resolution, I will escalate this matter by lodging a complaint with the Telecommunications Industry Ombudsman (www.tio.com.au) and the ACCC.
I appreciate your prompt attention to this matter.
