Thanks for raising this to us. The entire unused Prepaid Balance amount it will be credited back to your account 30 days after you have deactivated International Roaming. As stated in the email today (18/08/2020) is the 30th day the credit must be on the account now and the refund should be processed today, please send me your account details (Customer ID together with the mobile number) and we'll chase this with our Mobile Team for urgent handling also include the e-mail address we can use to contact you.
In case you need a reference:
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