Can’t access my account

[Speedy1959]

In fact. This is the very first I’ve received email from Privacy team. Emails from customer support no problems except to privacy@tpgtelecom.com.au . However. When the did reply. Once again they asked is my ID again which I had send yesterday. It is very disappointing and not being helpful. Am considering switching to other service providers after all this inconvenience and stressful experience TPG had caused me

[Aubrey]

It's good to know that you have received their email now. We understand that they need an actual photo of the ID and not a digital copy (or photo of the digital copy). Once the required info are received and the team complete the validation, they can then proceed in updating your details. 

[Speedy1959]

Can you explain what the hell is going on? The person Arnel Ramirez of Privacy who send me the email requesting my ID. So far I haven’t received any response nor my problems being fixed. I wonder that person is from TPG. I’ll be holding TPG responsible if my private information being leaked. Also. If they can’t fix the problem just stop wasting my time

[Anonymous]

Hi @Speedy1959,

Let us help chase this with our Privacy Team to prioritise this case, could you shoot us a PM with the Subject Line of the email and the E-mail address you used to send the email.

How to send a PM? 

Regards,

Can you explain what the hell is going on? The person Arnel Ramirez of Privacy who send me the email requesting my ID. So far I haven’t received any response nor my problems being fixed. I wonder that person is from TPG. I’ll be holding TPG responsible if my private information being leaked. Also. If they can’t fix the problem just stop wasting my time

[Speedy1959]

The emails am sending to privacy@tpgtelecom.com.au under subject line : Account update. In fact. A number of emails had been sent to this department. Just one and one only from the person Arnel Ramirez replied and asked my ID which I had been sending three times already. First time I did was a digital ID. No reply until someone here told me it was rejected and asked send again the image of the photo ID. So I did. And this is the only first time he asked to send another copy of photo ID again. With 1 digital and two times Photo ID. How many do they want? Why is people not doing their jobs probably or not doing their jobs why they still employed? A company Ignoring their customers does not deserve more

[Anonymous]

Hi @Speedy1959,

We got this. Our privacy team is currently available during the week, so we followed up with them. Expect them to contact you via return email tomorrow. We will keep an eye on this and updates will be provided as soon as it becomes available.

Regards,

The emails am sending to privacy@tpgtelecom.com.au under subject line : Account update. In fact. A number of emails had been sent to this department. Just one and one only from the person Arnel Ramirez replied and asked my ID which I had been sending three times already. First time I did was a digital ID. No reply until someone here told me it was rejected and asked send again the image of the photo ID. So I did. And this is the only first time he asked to send another copy of photo ID again. With 1 digital and two times Photo ID. How many do they want? Why is people not doing their jobs probably or not doing their jobs why they still employed? A company Ignoring their customers does not deserve more

[Speedy1959]

I wouldn’t be bothered if I don’t get and answer and the fix. I have no doubt canceling my mobile and NBN account in a very short time

[Anonymous]

We will monitor this case and prioritise this case. Expect our Team to contact you via return email first thing in the morning. 

I wouldn’t be bothered if I don’t get and answer and the fix. I have no doubt canceling my mobile and NBN account in a very short time

[Speedy1959]

It is getting quite annoying from your privacy team. Each person handling my case had no ideas. The first email sent to me dated 15 October 2022 asking for my photo ID for verification process in which I had send twice. A second email dated 16 October 2022 from another person asking again the same thing. Can you explain what the hell is going on. As I won’t be bother sending them over and over again. In this regard. Am demanding a full investigation of the whole thing from your department. IHow many times I have to do it?I had enough and I wouldn’t be bothered. An option left to me is only canceled everything from TPG




Dear Rosendo,

Thank you for your email.

For us to proceed, please send a photo of yourself holding the same ID for verification purposes only.
Please see attached file for sample picture.

I look forward to hear from you shortly.

Please replay on the same email thread to prevent delayed response.

Kind Regards,
Arnel Ramirez
Privacy Team
[ ref:2lqfYViJQB8_2Fj6qwNA1H_2BQ_3D_3D:ref ]

--------------- Original Message ---------------
From: pedrow7@yahoo.com.au
Sent: 14/10/2022 12:30 PM
To: privacy@tpgtelecom.com.au
Cc:
Subject: Re: Account update

ALERT: This email originated outside TPG Telecom’s network. If you do not recognise the sender or did not expect this email then please do not open any attachments or click any link.

Please find the attached actual driver license . It would be appreciated if that could be fixed asap. If I hearing nothing again. I wouldn’t be bothered with TPG no more[Inline image].

Dear Customer,

Thank you for reaching out to us and we apologise for the delayed response.

Our Privacy Team was not able to verify your account because the verification documents are not included on the request.

Kindly send the following to privacy@tpgtelecom.com.au to process your request:

Copy of Photo ID - Either Australian Drivers License, Australian Passport, International Passport or Government Issued Proof of Age/Photo Card
Selfie holding the same ID next to your face
You will be notified via email as soon as your account is verified and once the contact number is updated.

Please advise if there is anything else that we can be of further assistance.

Regards,

Loraine | MobileSupport | UserID: 11764
T 13 14 23 | F 02 9850 0813
www.tpg.com.au

Email Queue: MobileSupport
TPG Telecom (ASX: TPG)


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[BasilDV]

Hi @Speedy1959

Aside from sending a picture of the ID, they also require a selfie holding the same ID you send to verify the account.

Once this is done, the information you sent will be deleted.

Let us know once you've sent out a selfie holding the same ID for us to fast track it with our Privacy team.

BasilDV