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NBN Connection Device not received

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Level 1b
Level 1b

I applied for NBN connection with TPG last month. 2 weeks ago I received the TP Link modem but no NCD. I have called hundreds of times waiting on hold for hundreds of hours but no solution yet. Last time i spoke to your support team 5 days ago and they said that we will raise a request to waive off the 10$ delivery charge for sending the NCD, once the request is approved, we will send you NCD and it will reach you in 2 business days. I wonder how much time do you guys need to get the approval for 10$ waive off. I request you to please solve my issue asap or otherwise refund the amount which you have already debited from my account in advance.