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I'm sorry for the delay for your Top-Up to take affect and for the inconvenience this has caused. If you raised a complaint on February 21, please allow 3-5 business days for you case manager to be assigned and investigate this further before they can contact you. Alternatively, this is something that our Tech Support team may also be able to assist you with and can be contacted on Live Chat https://tel.st/nycxx or call 1800834273 (nbn) or 133933 (ADSL or cable). Let me know how you go.