Disconnection of NBN and charges on my account

[Khrisnn]

I would like someone to contact me regarding the various charged on my credit card and want a refund of the charges.

TPD just keeping charging my card for no reason and no emails are received about what the charges are for and for when the phone and internet are not even working!

I am extremely disatisfied and angry. I have been a customer of TPG for more than 15 years and this is shocking service.

1. Back in May/June, my NBN connection was cancelled for no apparent reason. On calling TPG they advised that 'someone' had cancelled the NBN. I am the only account holder and I did not cancel the NBN. On contacting NBN, they advised TPG cancelled the service. We had no internet service for 10 days.

2.  TPG then said that to fix it, I would need to setup a new account. This was done but they lost my home phone number. TPG setup the account, issued a new number and did not give us the new number. I had expressly told them that we needed to keep the same phone number as we have relatives and work calls being made from this number. We were without a home phone for almost two weeks.

3.  On setting up the new account, no landline package was selected, so we could not make calls. After hours on the phone, they advised I needed to select a phone package - I choose the Big Talk International minutes. This was done by  email and I clearly choose the international minutes.

4.  The home phone was fine for about a week and then on trying to call International, the phone would not connect. We have now called TPG twice and have been advised that the phone plan selected was not the international one.

This has been a colossal stuff up TPG. We have been without a phone or internet on and off four nearly 3 months and TPG just keep charging me. We are running a business from home and this cost me work, not to mentioned the hours wasted calling and talking to TPG.

I want a response and the following charges REFUNDED:

15/06/2021	$58.70
16/06/2021	$79.99
18/06/2021	$16.42
14/07/2021	$10.00
19/07/2021	$20.00
22/07/2021	$10.00

[Anonymous]

Hi @Khrisnn ,

Welcome to the community!

Thanks for raising this to us. I would love to help and escalate this to our Account Specialists Team for investigation and assessment. 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.

How do I private message (PM) in the community 

Regards,

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@Khrisnn wrote:

I would like someone to contact me regarding the various charged on my credit card and want a refund of the charges.

TPD just keeping charging my card for no reason and no emails are received about what the charges are for and for when the phone and internet are not even working!

I am extremely disatisfied and angry. I have been a customer of TPG for more than 15 years and this is shocking service.

1. Back in May/June, my NBN connection was cancelled for no apparent reason. On calling TPG they advised that 'someone' had cancelled the NBN. I am the only account holder and I did not cancel the NBN. On contacting NBN, they advised TPG cancelled the service. We had no internet service for 10 days.

2.  TPG then said that to fix it, I would need to setup a new account. This was done but they lost my home phone number. TPG setup the account, issued a new number and did not give us the new number. I had expressly told them that we needed to keep the same phone number as we have relatives and work calls being made from this number. We were without a home phone for almost two weeks.

3.  On setting up the new account, no landline package was selected, so we could not make calls. After hours on the phone, they advised I needed to select a phone package - I choose the Big Talk International minutes. This was done by  email and I clearly choose the international minutes.

4.  The home phone was fine for about a week and then on trying to call International, the phone would not connect. We have now called TPG twice and have been advised that the phone plan selected was not the international one.

This has been a colossal stuff up TPG. We have been without a phone or internet on and off four nearly 3 months and TPG just keep charging me. We are running a business from home and this cost me work, not to mentioned the hours wasted calling and talking to TPG.

I want a response and the following charges REFUNDED:

15/06/2021	$58.70
16/06/2021	$79.99
18/06/2021	$16.42
14/07/2021	$10.00
19/07/2021	$20.00
22/07/2021	$10.00

---

[Anonymous]

Hi @Khrisnn ,

Thanks for sending me your details. I was able to locate the account and chased this with our Acccount Specialists Team, expect them to contact you tomorrow. 

Let me know how it will go and should you require further assistance.

Cheers!

---

@Khrisnn wrote:

I would like someone to contact me regarding the various charged on my credit card and want a refund of the charges.

TPD just keeping charging my card for no reason and no emails are received about what the charges are for and for when the phone and internet are not even working!

I am extremely disatisfied and angry. I have been a customer of TPG for more than 15 years and this is shocking service.

1. Back in May/June, my NBN connection was cancelled for no apparent reason. On calling TPG they advised that 'someone' had cancelled the NBN. I am the only account holder and I did not cancel the NBN. On contacting NBN, they advised TPG cancelled the service. We had no internet service for 10 days.

2.  TPG then said that to fix it, I would need to setup a new account. This was done but they lost my home phone number. TPG setup the account, issued a new number and did not give us the new number. I had expressly told them that we needed to keep the same phone number as we have relatives and work calls being made from this number. We were without a home phone for almost two weeks.

3.  On setting up the new account, no landline package was selected, so we could not make calls. After hours on the phone, they advised I needed to select a phone package - I choose the Big Talk International minutes. This was done by  email and I clearly choose the international minutes.

4.  The home phone was fine for about a week and then on trying to call International, the phone would not connect. We have now called TPG twice and have been advised that the phone plan selected was not the international one.

This has been a colossal stuff up TPG. We have been without a phone or internet on and off four nearly 3 months and TPG just keep charging me. We are running a business from home and this cost me work, not to mentioned the hours wasted calling and talking to TPG.

I want a response and the following charges REFUNDED:

15/06/2021	$58.70
16/06/2021	$79.99
18/06/2021	$16.42
14/07/2021	$10.00
19/07/2021	$20.00
22/07/2021	$10.00

---

[Khrisnn]

Steve,

You contacted me 3 days ago and since then (despite me sending you 2 emails) no one from the Accounts team have followed up.

The international calls are still not working. I have called Technical Support myself 3 times now (complete waste of time!) and all they tell me is they are checking the line. It has now been a week.

I can't understand what the problem is if it was working fine last week.

I will raise a complaint with the ombudsman.

[Anonymous]

Hi @Khrisnn,

I can confirm that the issue affecting the international call is still under investigation of our Engineering Team. We will treat this as a complain and raise this to one of our Complaints Resolution Case for further handling. Updates will be provided when it becomes available, we apologise for any inconvenience.

Regards,

Steve,

You contacted me 3 days ago and since then (despite me sending you 2 emails) no one from the Accounts team have followed up.

The international calls are still not working. I have called Technical Support myself 3 times now (complete waste of time!) and all they tell me is they are checking the line. It has now been a week.

I can't understand what the problem is if it was working fine last week.

I will raise a complaint with the ombudsman.