sadly i enquired about electric meter removal

I emailed ovo energy about the process for removing my smart electric meter to save on standing charge as I have two next to each other which is a legacy from when part of the house was rented out. I sent the email on 18 Oct 26 and got the standard 'we're on the case' and usual reply within 48 hrs or little longer at busy times but no need to get in touch again. Sadly still no reply to date so should I break their rule of 'no need to get in touch again'?