I'm sorry to hear that you still haven't heard back from us @CraigInOz.
If you don't hear back by close of business tomorrow, we'll be happy to escalate this for you.
One full week, 7 days, no reply. To quote, "responses usually take 48 hours".
Actually I did get a reply, an automated one just minutes after I sent in all the details that were asked for. Is this the 48 hour response that is promised, an automated acknowledgment reply? I am still waiting for an answer on why replying to an email of a business gets immediately blocked by Optus spam filters.