Bank has blocked credit card

[mikel]

The following message was received from the Commonwealt Bank this morning........

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Dear Michael,

To protect our customers, we regularly monitor accounts for possible fraud. A recent transaction/s on your card was identified as suspicious and for security reasons we've placed a block on your card ending in 9131. We'd like to confirm the following recent transaction/s that are appearing on your CommBank card ending in 9131: Date/Time of Transaction (AEST) Merchant Details Merchant Country Amount in AUD Amount in Original Currency 21 Apr 2021-05:37 AM Elastum_Simplex s@simplex.com LTU Lithuania 197.95 AUD 153 USD

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I have confirmed with Bank staff that the transaction was not made by me and appears fradulant. Bank staff have "blocked the card and advise it will take up to 10 working days for a new card to be issued. This is all very well, but I am due to automatically pay the next TPG Account on 28 April....the new card is not expected before 7 - 10 May.

I rang TPG "Help" in the Philippines and had considerable difficulty understanding the TPG Staff member.

I "think" she advised she was attempting to acknowledge my problem and was going to extend the due date on my account until 7 May.

Can someone at TPG give me acknowledgement that my problem is recognised and that my internet connection WILL NOT be interrupted until I am able to update my account with the "new" card number?

Thank you.....\\

[BasilDV]

Hi @mikel 

Thanks for raising this with us.

We were able to locate your account using your community details and can confirm that the request to extend your billing cycle has been forwarded.

Further updates will be given via Email notification or phone call once done.

Let us know if you need further assistance.

BasilDV

[mikel]

Thank you for the information BasilDV.

Please advise me.....When I discuss a topic on this Forum.....am I communicating with someone LOCATED in TPG Australia, or are you located overseas?

Thank you.....\\\

[mikel]

Hello,

The following advice was received in an email from TPG this morning

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Dear Customer,

We recently attempted to debit your credit card for $109.99 however
unfortunately this was declined by the bank. Please note that as TPG
services are paid in advance, your service may be suspended if payment
is not received before your billing cycle renewal.

===================================================

I raised this subject with you several days ago.....see above.

Pleaase confirm my request to extend the due payment date has been confirmed. I still have NOT received the replacement Debit Card from the Commonwealth Bank.

Will you also please answer my previous question....are you located in Australia or overseas?

[Riezl]

Hi @mikel, 

We have a very large call centre operation and support team located in the Philippines and Australia, which is fully managed, owned and operated by TPG Telecom.

Our staffs are fully trained and equipped to help with any issue you may have. We have specialist teams, specialist technical teams and specialist complaint resolution teams, fully trained and equipped to best assist you.

We had a look at your account and we can see that you have been in touch with one of our account specialists and was advised regarding the status of your request. 

Let us know should you have further queries.

[mikel]

My daughter has been in contact with TPG Help Staff on my behalf, She has decided to "pay" the new amount using her bank account and I will reimburse her.

She paid the required amount a few days ago... will you please confirm the payment has been applied to my account and that "my account" is now paid until 4 June.

Thank you.

[skcusime]

Arh yes, fully trained staff in the Philippines that cannot communicate with us - how good is that?

[Riezl]

Hi @mikel , it shows here that we have successfully taken the payment on April 26 and the account has no outstanding balance at this point. 

[Riezl]

Hi @skcusime, is there anything in particular you'd like to raise? Please send us a private message with your TPG account details with a brief description of your concern. To send a PM, please refer to this link: How do I private message (PM) in the community