Issues around transfer of ownership

[ekkidson]

hi,

My wife and I have been trying to transfer her phone to our account, but have been going through a terrible time.  We sent forms in, id documents, etc, have been called back, and tried to "update" credit card details, but it has not worked.  Even though the credit card used was (a) the one my wife's phone was using, (b) the one our family account was using, and (c) the one we were trying to update to, the site constantly refuses to accept the new details, and claims we haven't updated.

We've been trying to get this working for the past two weeks, but it hasn't worked, and now my wife's phone has been disconnected.  She needs it for a back up for work (especially with COVID, lockdowns, etc), and if it's not fixed ASAP, we will have to go to another carrier.

[Riezl]

Hi @ekkidson, we have raised your concern to our Change Team and a case officer will be in touch to discuss the status of the case. Kindly await further updates within 24 hours.

[ekkidson]

I think someone tried to call, but as I was in a meeting, I couldn't take it.  haven't heard back again...

Of course, even though I have managed to get a payment for *one* of my numbers, I just had notification this morning that payment for my *other* number (on the same account mind you) has failed.  Even though they are all usig the same credit card. 

There is something very broken with the TPG system...

[Riezl]

Hi @ekkidson , please also PM us the other number you are having issue with so we can coordinate this matter to our Accounts Team.

We will wait for your PM. Thank you.

[ekkidson]

I'm really confused at TPG's business model here.

We wanted to do a "transfer of ownership".  Effectively, my wife doesn't have an account any more.  I have a family account that has two mobiles and a home NBN account.

Now, previous to this transfer, the family account had just my mobile and our NBN.  We used my credit card (let's call it "Credit Card A", or "CCA" for short) to pay for this.

My wife had her own phone, with her own account.  We use CCA to pay for that, too.

We now transfer ownership of her phone over to the family account.  It now has two mobiles and the NBN.  It was using CCA, but because TPG wanted to update things, I had to put CCA in again.  Which I have done.  At least 5 times.

So now we should only have one account, with two mobile numbers, and our NBN.  It should be payed for by CCA. 

But somehow, TPG constantly mucks this around, and messes things up.  How?  How is it possible that a company can be this inept?

So yes, I have concerns.  I have concerns about constantly having to do the same thing over and over when it apparently doesn't work.  I have concerns that we are paying TPG for services that we are simply not getting, and I have concerns that even though I have given my credit card details multiple times, my phone or internet is going to be cut off because TPG is apparently using bananas to store data on...  what's going on, and why hasn't this been fixed yet?

[Shane]

Hi @ekkidson,

I will arrange one of our Account Specialists to discuss details of payment information, please confirm your best contact number and preferred time.

Regards,

I'm really confused at TPG's business model here. We wanted to do a "transfer of ownership".  Effectively, my wife doesn't have an account any more.  I have a family account that has two mobiles and a home NBN account. Now, previous to this transfer, the family account had just my mobile and our NBN.  We used my credit card (let's call it "Credit Card A", or "CCA" for short) to pay for this. My wife had her own phone, with her own account.  We use CCA to pay for that, too. We now transfer ownership of her phone over to the family account.  It now has two mobiles and the NBN.  It was using CCA, but because TPG wanted to update things, I had to put CCA in again.  Which I have done.  At least 5 times. So now we should only have one account, with two mobile numbers, and our NBN.  It should be payed for by CCA.  But somehow, TPG constantly mucks this around, and messes things up.  How?  How is it possible that a company can be this inept? So yes, I have concerns.  I have concerns about constantly having to do the same thing over and over when it apparently doesn't work.  I have concerns that we are paying TPG for services that we are simply not getting, and I have concerns that even though I have given my credit card details multiple times, my phone or internet is going to be cut off because TPG is apparently using bananas to store data on...  what's going on, and why hasn't this been fixed yet?

[ekkidson]

Thanks Shane, messaged.

My phone has now been cancelled due to these ongoing issues, and thus I cannot call out on it or send emssages, so it is pretty important to get this issue fixed ASAP.

[BasilDV]

Hi @ekkidson

We understand that our Team has been in touch yesterday and discussed the case.

Let us know if you need further assistance.

BasilDV

[ekkidson]

Well, unsurprisingly, it looks like this issue has still not been resolved.

Come the turn of the month, and I am sent a bill, instead of TPG automatically using my credit card which I have given them countless times, and which before any of this mess was attempted, worked perfectly every month.

What is happening, and why does TPG's system not work??

[Shane]

Hi @ekkidson,

I am sad to learn that the issue with the account has ot een resolved. I will arrange a call from one of our Account Specialists to provide an update, please confirm your best contact time tomorrow.

Regards,

Well, unsurprisingly, it looks like this issue has still not been resolved.

Come the turn of the month, and I am sent a bill, instead of TPG automatically using my credit card which I have given them countless times, and which before any of this mess was attempted, worked perfectly every month.

What is happening, and why does TPG's system not work??