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Does customer service even exist at TPG during COVID?

Level 2
Please see the below summary of events in trying to complete a simple change of address:
  1. 27th March 2020 - Logged in to log a request to move the service to a new address, however my service could not be moved online.  "Unfortunately, there is an error processing your request. Please contact TPG Customer Service on 13 14 23 or email"
  2. 27th March 2020 - Started a chat to request the move. No response from TPG customer service.
  3. 30th March 2020 - Emailed support team with the same request. I asked to be called. No response from TPG customer service.
  4. Approx 7th March - Spent 4 hours on hold to customer support. No answer
  5. 14th April 2020 - TPG customer service replied to my enquiry, giving me the instructions to complete the request online. Which cannot be done as per the above.
  6. 14th April 2020 - I replied requesting a callback or to have my account cancelled. No reply from TPG customer support
  7. 17th April 2020 - I emailed TPG customer support again, requesting someone contact me or I would contact the Telecommunication ombadsman. No reply from TPG customer support.
  8. 21st April 2020 - Payment of $59.99 deducted from my bank account for a service I have already requested be cancelled.
  9. Approx 23rd April - Spent more than an hour on hold to finally speak to someone who told me my enquiry can be handled via email. I told them I have not had any success via email and was promised a callback. No call has ever been received.
  10. 7th May - Text message received with a message "TPG: we have sent the cancellation template to (email). Please let us know if you need further help." I replied, as I no longer use that email address and your system will not update the new email address, which appears to be a recurring theme here. Still no reply from TPG customer service.
  11. 20th May 2020 - 2nd payment of $59.99 deducted from my bank account for a service I have already requested be cancelled.
  12. 21st May 2020 - I have now been on hold attempting to reach your billing department for 2.5 hours with no answer.
To summarise I have lost in excess of a full days work attempting to resolve this simple issue, thanks to a blatant lack of care from TPG for their longterm customers.
I would like to speak, on the PHONE to someone, to resolve this issue, process the cancellation, issue me with a refund in full.
Thanks and looking forward to finalising this urgently.
My account number is 6328203 I await your phone call to resolve.

Hi @mccarney 


I will organise a call back from our senior Relocation Officers ASAP within 48hrs.

There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.