Cancellation of NBN Plan

[arsh3977]

Hi

I called on 23 Feb to ask about the cancellation process or putting my account on temporary hold and asked about my billing cycle and billing date. However, in regards to cancellation, the customer service personnel failed to mention about 30 days notice period.

I called again on 1st March, 2021 to inform that I would like to either put a temporary hold on my account or cancel my account. The Customer Service personnel of TPG promised to provide me a follow-up within 24 hours about temporary hold, cancellation.However, I never received a call from TPG.

On 2nd march, the amount was deducted from my account. I called back on 2nd march 2021, and asked them to provide me an update - cancellation and refund of the costs as they failed to inform me of the cancellation policy on 23 feb 2021. However, the customer service personnel - Sarah mentioned that it is being looked after a specialist Michelle and that only she can provide an update and again promised me that Michelle will give me a call back in next 2 -3 hours and asked for the suitable timing from me.

This was promised to me after I repeatedly asked for a guarantee that I will certainly receive a call back from TPG.

But here we are, after 30 hours of 2nd promised call, I have not received any call back from TPG.

In these COVID times, when people are facing financial hardships, TPG fails to repeatedly address the client concerns and charges $60 from a customer who has always paid bill on time.

This is very disappointing.

I would like immediate redressal of my cancellation request and refund of this month charges since I informed on March 1 about cancellation. 

It should not be this hard for customers to get the issues resolved.

[Anonymous]

Hi @arsh3977 ,

Thanks for raising this to us, we'd like to take this opportunity to turn around your experience and get to the bottom of this. To better understand the situation shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time.

We'll have our Account Specialists Team contact you.

How do I private message (PM) in the community 

Regards,

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@arsh3977 wrote:

Hi

I called on 23 Feb to ask about the cancellation process or putting my account on temporary hold and asked about my billing cycle and billing date. However, in regards to cancellation, the customer service personnel failed to mention about 30 days notice period.

I called again on 1st March, 2021 to inform that I would like to either put a temporary hold on my account or cancel my account. The Customer Service personnel of TPG promised to provide me a follow-up within 24 hours about temporary hold, cancellation.However, I never received a call from TPG.

On 2nd march, the amount was deducted from my account. I called back on 2nd march 2021, and asked them to provide me an update - cancellation and refund of the costs as they failed to inform me of the cancellation policy on 23 feb 2021. However, the customer service personnel - Sarah mentioned that it is being looked after a specialist Michelle and that only she can provide an update and again promised me that Michelle will give me a call back in next 2 -3 hours and asked for the suitable timing from me.

This was promised to me after I repeatedly asked for a guarantee that I will certainly receive a call back from TPG.

But here we are, after 30 hours of 2nd promised call, I have not received any call back from TPG.

In these COVID times, when people are facing financial hardships, TPG fails to repeatedly address the client concerns and charges $60 from a customer who has always paid bill on time.

This is very disappointing.

I would like immediate redressal of my cancellation request and refund of this month charges since I informed on March 1 about cancellation. 

It should not be this hard for customers to get the issues resolved.

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