Issues with the Payment

[irandias20]

Hi all.

I recently sign up for a internet plan and provide all the details about the payment (debit using my debit card). After what I received an email confirming I have completed all steps, including the paymento of $30 fee for the installation.

However, this $30 fee debit never happened. 

Later on I noticed a $10 fee for having a "denied payment" allegedly either because I had no funds or I did not provided correctly the debit card details. In short, it was my fault and I should pay that fee.

I called TPG and clarified that neither I had provided my debit card details wrong nor I had insufficient funds to pay.

I subsequently send then a scren shot of my bank account showing that. 

TPG replied one of my emails stating clause 10 of the contract and affirming those 2X $10 fees should be included as it was my fault either way.

I called TPG again and asked them to either resolve the problem or provide an alternative way to pay. The assistant this time understood what happen and without accusing me, apparently resolve the problem, waiving those absurd fees.

However, TPG still has not debit the $30 fee for the installation.  

I sincerelly do not know what to do, terminate the contract by TPG fault, lodge a complaint at ACCC and/or mail a bank cheque?

Has anyone faced this issue?

[Anonymous]

Hi @irandias20 ,

Thanks for raising this to us. I would love to help and arrange one of our Account Specialists assist you for further handling and investigation related to this payment issue. Please send me your account details (Username/Customer ID) together with the address on file, also include your best contact number and preferred time.

In case you need a reference: 
How do I private message (PM) in the community 

Regards,

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@irandias20 wrote:

Hi all.

I recently sign up for a internet plan and provide all the details about the payment (debit using my debit card). After what I received an email confirming I have completed all steps, including the paymento of $30 fee for the installation.

However, this $30 fee debit never happened. 

Later on I noticed a $10 fee for having a "denied payment" allegedly either because I had no funds or I did not provided correctly the debit card details. In short, it was my fault and I should pay that fee.

I called TPG and clarified that neither I had provided my debit card details wrong nor I had insufficient funds to pay.

I subsequently send then a scren shot of my bank account showing that. 

TPG replied one of my emails stating clause 10 of the contract and affirming those 2X $10 fees should be included as it was my fault either way.

I called TPG again and asked them to either resolve the problem or provide an alternative way to pay. The assistant this time understood what happen and without accusing me, apparently resolve the problem, waiving those absurd fees.

However, TPG still has not debit the $30 fee for the installation.  

I sincerelly do not know what to do, terminate the contract by TPG fault, lodge a complaint at ACCC and/or mail a bank cheque?

Has anyone faced this issue?

---

[irandias20]

This is just unbelievable.

TPG: Hi Consumer, our attempt to debit $50.00 for account xxxxxx was unsuccessful.

If your payment details have recently changed, please update your payments details securely at https://payments.tpg.com.au/OXCGOJ3U0/page/paymenthelp

If you have already updated your payment details in the last few days please disregard this message.

TPG Accounts team can be contacted on 1800 570 822 or if you would like to book a call back please click here https://payments.tpg.com.au/OXCGOJ3U0/help Thank you.

[Anonymous]

Hi @irandias20,

I was able to locate the account and we've seen that you have been in contact with one of our Account Specialists. This issue has escalated to our Complaints Resolution Team for further handling, updates will be provided when it becomes available. 

Let us know should you require further assistance.

Regards,

This is just unbelievable.

TPG: Hi Consumer, our attempt to debit $50.00 for account xxxxxx was unsuccessful.

If your payment details have recently changed, please update your payments details securely at https://payments.tpg.com.au/OXCGOJ3U0/page/paymenthelp
If you have already updated your payment details in the last few days please disregard this message.

TPG Accounts team can be contacted on 1800 570 822 or if you would like to book a call back please click here https://payments.tpg.com.au/OXCGOJ3U0/help Thank you.

[jneems]

I have had the same issue with my account... and have had it a few times, everytime when there are a couple of public holidays I have the same thing.  Very frustrating TPG!! I could not make calls, could not use mobile data, and when I called customer support they said it would take 24 hours to reactivate the account. 

This is not very good.

[BasilDV]

Hi @jneems

Thanks for raising this to our attention and we apologise for the inconvenience.

We'd like to look into your account for better understanding of the situation.

Please send me a PM with your customer ID number or TPG username to assist you accordingly.

How do I private message (PM) in the community

BasilDV