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Cancelled account

Level 3

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.

11 REPLIES 11
Level 3

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. 

Highlighted
Moderator

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.

Level 3
Thanks for your reply.
However I don't understand why I must discuss this again over the phone.
I could not have been clearer about cancelling my mobile service during my original phone call and community posts.
During my phone call all required security checks were done. If they hadn't done all the security checks why was a "cancelling" note added to my account?. Why was a "by permission" note added to my payment method.?
My number has now been ported from TPG.
I just want my prepayment balance of $19.98 refunded to my card.
This shouldn't require another phone call as there is nothing to discuss.
Just close the account and refund the $19.98.
Thank you.

Moderator

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. 

Level 3
Thank you.
Please read previous posts.
Portimg chare has been waived.
Moderator

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

Level 3

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

Moderator

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

Level 3
Thanks.
1. Given all my records have disappeared from my account I will need to check my bank statements.
2. It was my understanding that the $20 prepayment was required to pay for any calls or data I used that were not included in my mobile service.
3. In fact I did go over my data limit one billing period and 2c was deducted from the $20. That's why the balance is $19.98.
4. So it seems strange that this prepayment would be repaid while I was still on a limited calls and data mobile service. Where would the payment cime from if there was no balance?
5. Also, if it was repaid, why did it continue to show as a credit on my account?
6. Please ask the mobile support team to email me my account statement that show the repayment of the $19.98 balance and the lower monthly internet fee paid.
Regards