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I am not from the store, but replying to advise you that the stores do not generally monitor the messages here.
I am not a Telstra employee, and do not know the reason. I am a customer like you.
Re your question, we often read reports that many of the stores do not answer their phone. It surprises me too.
So, I just didn't want you to wait in vain.
What does "ANCER" mean?
Usually, with stores in the busier locations, staff is occupied with in-store customers and things can get a little hectic at times, which may result in phone calls not always being answered (note correct spelling) promptly. It all depends on the number of staff present and workload.