Going through an extremely similar situation with ACT Fibernet. I am currently at the Nodal Officer level, but the email gets transformed into a ticket which loses all details entirely and becomes an "Internet not working" issue by the time it gets to the "backend" "technical" team. After some explanation and confusion, their reply is that a retail connection is not eligible for absolutely anything other than a /64.
I'm trying to get them to at least clearly state that they're not going to give a larger prefix and hopefully why. Its super frustrating.