$11 Port Out fee - can you make this more visible.

[preetp]

I have been told about an $11 port-out fee today as I exited TPG. Upon doing some googling, I found the brochure you have mentioned to numerous other concerned individuals on this forum. It does indeed contain information about the $11 fee, but it is inconveniently placed in a relatively hidden place to read.

I have also found this webpage on your Main Site > Support > Mobile > Accounts and Billing > Service Cancellation (url) https://www.tpg.com.au/support/service_cancellations.php . It is in a much more visible position, and many more people are likely to find this webpage than they are to find the smallprint in that brochure. Unfortunately, this webpage contains no mention of the $11 fee in the section titled "Can I port my TPG mobile number to another provider?"

Could I ask you to honour transparency of your fees by mentioning the $11 port-out fee on that webpage. 

[Shane]

Hi @preetp,

The port out fee is being charged to cover the cost of porting process and call routing systems when you change provider. The port out fee is included in our Standard Terms & conditions. You may check the details further on our website under http://tpg.com.au/mobile -> Terms & Conditions ->Mobile Plan Brochure.
 

Let us know should you require further assistance.

Regards,

I have been told about an $11 port-out fee today as I exited TPG. Upon doing some googling, I found the brochure you have mentioned to numerous other concerned individuals on this forum. It does indeed contain information about the $11 fee, but it is inconveniently placed in a relatively hidden place to read.

I have also found this webpage on your Main Site > Support > Mobile > Accounts and Billing > Service Cancellation (url) https://www.tpg.com.au/support/service_cancellations.php . It is in a much more visible position, and many more people are likely to find this webpage than they are to find the smallprint in that brochure. Unfortunately, this webpage contains no mention of the $11 fee in the section titled "Can I port my TPG mobile number to another provider?"

Could I ask you to honour transparency of your fees by mentioning the $11 port-out fee on that webpage. 

[preetp]

Hi Shane,

Thank you for replying, but unfortunately your reply was not at all helpful. It seems to be virtually the same reply copied from these other forum posts, making me wonder if you take feedback seriously or even fully read it.

https://community.tpg.com.au/t5/Accounts-and-Billing/11-waive-transferred-number/m-p/78446

https://community.tpg.com.au/t5/SIM-Only-Plans/Port-out-charge/m-p/77897

Perhaps I wasn't clear the first time.

I am asking you to edit this webpage: (https://www.tpg.com.au/support/service_cancellations.php) and add information about the $11 fee on that webpage. 

Regards,

Preet

[Shane]

Hi @preetp,

We appreciate your feedback, this will help us improve the giving details and service to our products. This has been raised to our Management, we'll take it from here.

Regards,

Hi Shane,

Thank you for replying, but unfortunately your reply was not at all helpful. It seems to be virtually the same reply copied from these other forum posts, making me wonder if you take feedback seriously or even fully read it.

https://community.tpg.com.au/t5/Accounts-and-Billing/11-waive-transferred-number/m-p/78446

https://community.tpg.com.au/t5/SIM-Only-Plans/Port-out-charge/m-p/77897

Perhaps I wasn't clear the first time.

I am asking you to edit this webpage: (https://www.tpg.com.au/support/service_cancellations.php) and add information about the $11 fee on that webpage. 

Regards,

Preet