We are in the process of moving to a new system for our Mobile services.
In the meantime, you may refer to this Community article:
Should you still require further assistance, please don't hesitate to let us know so we can have our Mobile support team to contact you.
I sent you a Private Message in response to your post located here.
Expect a call from one of our Mobile Specialists tomorrow between 1-5PM AEDST.
Please ensure the availability of the mobile and let us know how it will go.
Are you able to please elaborate on what your solution was for this problem?