We’re sorry you’ve experienced an issue and that it’s taking a while to resolve it.
Thank you for your patience. We’re sorry about the delay in finding a solution to your issue. We try to make sure that each complaint is acknowledged and reviewed in a timely manner, with an aim to resolve within 15 business days, but sometimes it takes longer. We’ll keep you updated on our progress until we resolve your complaint.
If you need to follow up on a complaint, but don’t have your case manager’s details, you can contact us to find out more. Give us your billing account number or complaint reference number, and we’ll connect you with your case manager.