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Trying to leave Smarty but PAC code not recognised

PAY_IT_FORWARD
SMARTY Pioneer
SMARTY Pioneer

I thought I had started the process, but the other provider says I haven't.  

I entered the pac code, 3 letters 6 numbers but haven't received an email confirming receipt.  I spoke to the other provider and they said to contact you.  Easier said than done as I am struggling to get a reply.  Just go round in circles.  Come on Smarty,customer service should be top of your satisfaction service.  I removed the other sim and reinserted the Smarty sim, no my phone isn't seeing it.

I need this working as it's the number for an organisation that helps people in need.

Thanks

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