Trying to get an issue sorted for my mum and her partner but telecom hasn't been able to help them yet

He called and had the address transferred, they told him it was free.. until the email arrives stating otherwise and that it was a primary account.
Then he called again to ask about the charges and they transferred him to nothing, just rang for 30min+ (he is patient!)

So, they want to merge two xtra accounts together so one email address becomes a sub account on the other (to avoid the $10 a month charge)

From what I understand, this isn't easy to do on telecoms side and requires a bit of manual work..
Does anyone know, if I request they delete the email address, how long it takes before it becomes available to manually add as a sub account so I can do this myself?


Thanks!