Nobody at Crowdsupport has access to account information or billing systems.
You will need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen) and if Codi redirects you, type "Speak to a consultant" and you should be transferred to the queue to chat with a human.
It can take a few hours to get a response.
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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