Hi @0426642482,    May we ask if you have sent a written notice to cancel in May? If yes, can you forward the email to our Cancel Team and include the subject line header. Are you referring to the home phone prepayment outside included value? The unused portion of it has been forfeited based on what is written to our standard terms and conditions. Hence, we only refunded the unused portion from your old plan.    Regards,  Angeli ... View more

Hi @0426642482    Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?   Regards, Karl ... View more