Thanks for the update. Firstly, I don't understand why a technical support "engineer" has been assigned the task of calling me regarding a billing and account issue.
The complaint I have made here involved a proposal for our next bill to be discounted for the cost of shipping rather than tpg pay startrack for a shipping label.
Secondly, the "engineer" did get in contact with me and to be honest it sounded as if I was talking with an indian scammer because of how many lies he told me.
He told me that "Your only options are to send the item through star track for free, send it through australia post at your own cost, or keep the router and be charged a fee".
He pressed me to decide which option I would like to choose, and I told him that none of them are reasonable given that the router was sent to me with no prior solicitation and no agreement having being entered into regarding it, so I am not obligated to honor any of TPG's terms, and if I have to take an entire day off to sit on my ass at home to wait for star track and HOPE they actually come (when I placed the order for them to pick it up and waited all day, they did not come), that is not a "no cost" option. Taking a day off to sit at home COSTS A LOT.
I told him that seeing as I do not find these terms reasonable, that I will be taking this complaint up with the ombudsman, and that in the mean time to put this complaint on hold until they hear from the ombudsman regarding the matter.
First lie: He told me at this point that he is the senior manager and that any complaints that go through the TIO will be processed through him, and that it won't make a difference.
Second lie: he then told me that there would be a fee charge involved in lodging a complaint with the ombudsman.
I told him this is absolutely not true, and that this is a lie.
Third lie: He then backpeddled and said that "From my knowledge, you would have to pay a fee to lodge a complaint with the TIO, weather that has changed I don't know, but it did cost a fee to lodge a complaint".
I told him this is also not true, and that the TIO is a tax payer funded organization established to protect consumers from telicommunications companies that are being unfair or breaking the law.
He then told me "let me be clear sir, seeing as you won't agree to send the router back, I will be going ahead and charging a fee on your account for keeping the router as it has been over 14 days stipulated on the terms and conditions.
This is FRAUD. I am not party to ANY such agreement, so I would be very careful about charging such a fee for terms and conditions I never agreed to. You cannot charge me for a service or terms and conditions that I never agreed to receive in the first place.
I told him that from this moment, he can consider the complaint to be filed through the TIO and to put the complaint on hold while it is being disputed.
Fourth lie: He then told me that seeing as there will be some time that transpires between us getting off the phone, and getting a TIO file started, he can still charge the fee to our direct debit account within that time before the TIO complaint is received.
I then told him that I have heard numerous lies from him during this call, and that if he charges our account for terms of service I never agreed to, that constitutes fraud, and notified him that I am recording this call.
His tone changed immediately at this point and he said "I am going to terminate this call because I haven't given consent for you to record this call", to which I said "It is completely legal for me to record this call, so there's nothing wrong with that".
He then said "yes, well, its company policy, ok, bye".
Firstly, a word of caution: If this "engineer" proceses a charge on our account for not returning the router within 14 days, I will sue TPG for fraud. forget the TIO at that point.
Secondly, this is lodged with the TIO, you cannot take action on this matter, or punish me as a consumer until that complaint is concluded being mediated by the TIO.
I suggest you fire this man because he purposely lied to me numerous times in order to have the complaint closed and make the job easier for himself, and is responsible for a router being sent out to my address without any prior solicitation or notification, This is why I am being a difficult customer and costing you money, TPG, not my fault.
This "engineer" has made so many rediculously stupid mistakes throughout the process of dealing with my complaints, he clearly is not qualified for his position as a "senior manager" if he is in such a position.
