Welcome to the community!
I would love to help, I was able to pull up your account using your community details.
I've seen that you have been in touch with one of our Mobile Specialists and discussed that this mobile issue has been raised to our Mobile Escalation team for further investigation.
I don’t have any further updates differing from what has already been communicated to you. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.
We apologise for the inconvenience.
We'd like to chase this with our Mobile team and arrange a call for you to provide you updates.
Can you please PM us your best contact time and number so that I can arrange this for you?
For your reference, please see How do I private message (PM) in the community.
We would appreciate if you may provide us an alternative contact number.
Nonetheless, I've already chased this with our Mobile team and has requested for your case to be prioritised.
They'll be providing you further updates via E-mail.
We will continue to push for a resolution with them and you will be updated as soon as we have an update. In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.
I've now escalated the issue to our dedicated complaint handling department; customer relations.
As part of our complaints process, a complaints resolution case manager will be assigned for you as a sole point of contact and will be attempting to reach your contact information to discuss the concerns raised and work towards resolution.
Your complaints resolution case manager will reassess your case and understand the best approach in reaching a resolution. They will be contacting regarding this issue via e-mail within the day.