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Hello,
This morning my mobile number was successfully ported to another provider.
My account still says "active".
I believe I need to wait until the account is inactive before requesting the pre-paid balance be refunded.
Approximately how long will it take for the account to become inactive?
Thanks very much.
Hello,
I've just read a previous reply that says:
"Once you've ported out your mobile number to your new provider, you'll receive a notification that we tried to debit your credit card account with the fee, but no need to worry as the amount will not be taken since it is set to "by permission".
You then need to contact our Mobile support team once again to completely mark off your account as canceled"
Does this mean I wait to receive the " receive a notification that we tried to debit your credit card account with the fee" before I "contact our Mobile support team once again to completely mark off your account as canceled"?
Or can I contact them now that the number has been successfully ported?
BTW, the porting wasdone within an hour of the request from the new provider and appears to have gone without any hitch.
Hi @Edith, you can contact our Mobile Support - Account and Billing Team at 1300 993 019 or we can organise a mobile specialist to contact you instead to further discuss the matter, just PM us your best contact number and most convenient time to receive a call. Thank you.
It is best to speak with one of our Mobile Specialists to discuss the queries you mentioned above @Edith. Apart from that, a 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-> If you port your mobile service number to another carrier a port out fee of $11 is payable. Our specialists can best discuss any fees or refunds applicable to your account.
We'll be waiting for your contact details via private message.
Thank you.
I've requested for our Mobile Team to send you an email instead, @Edith.
The will provide you with all the necessary details pertaining to the prepayment and you should be able to direct your queries to their team as well should you still have any.
Regards,
Ahra_G
Thank you.
Information for the mobile support team need to read BEFORE they email me:
1. the status of my account says "ported out"
2. my account statement includes the following:
18-04-2019I202885682/1: Administration fee: Mobile phone port out xxxxxxx105 11.0011.00 Balance$11.00
3. reply from TPG community Moderator
Moderator
09-04-2019 10:05 AM
Hi @Edith,
I've checked the account and the request is already approved.
Once you've ported out your mobile number to your new provider, you'll receive a notification that we tried to debit your credit card account with the fee, but no need to worry as the amount will not be taken since it is set to "by permission".
You then need to contact our Mobile support team once again to completely mark off your account as canceled.
Kind regards,
BasilDV
Please don't accept solution on my behalf until the prepayment balance has been refunded and the $11 porting charge has been resolved.
Regards
Hi @Edith,
Upon checking the history of the account, we've noticed that this prepayment balance of $19.98 has already been credited on your account back in 2017. This was applied as a partial payment on your ADSL service dated 13-09-2017.
Nevertheless, I'll have our Mobile Team to include all the information pertaining to the fees and/or charges and refund(s) applicable to you after porting out the service.
Regards,
Ahra_G