CAN THE ESCALATION DEPARTMENT PHONE ME ABOUT MY DECEMBER 2019 ACCOUNT, MY QUERY IS NOT ABOUT THE PRO-RATA FOR JANUARY 2020

How do you close a case, say it is resolved without even speaking to me to see what my complaint is, which you would then know if you called me, is NOT ABOUT THE JANUARY PRO-RATA WHEN I UPGRADED, WHICH I HAVE ALREADY SPOKEN TO YOU ABOUT AND IT IS FINE, BUT I HAVE A PROBLEM WITH MY DECEMBER 2019 ACCOUNT.

When I upgraded, on the 5th of December 2019, my old pinnacle 100 contract should have been cancelled, and I should have paid less, but instead I paid the full amount?

I want a refund for you over-charging me.

If no one phones me by 31st Friday, then CONSIDER MY CONTACT THAT I HAVE HAD FOR 20 YEARS CANCELLED.