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Mobile Prepayment refund

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Level 1c

I paid $100 for Mobile Prepayment back in 2013 for roaming purposes.

 

When I ported out on 17/12/2019, I called support and spoke to Jonathan who assured me he will look into it. Instead of looking into it, he deducted another $120 from my credit card.

 

I contacted support on 24/12/2019 and spoke to Mica who again assured me that she will look into it. She even gave me a case number - 58377166. It has been 3 weeks and still nothing. I have given up calling now as I have to spend so long waiting for the call to be answered.

 

Please advise how I can get a resolution for this.

 

13 REPLIES 13
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Moderator

Hi @fookleow,

 

Thanks for raising this to us. We're able to locate the account using your given details and we've seen that the $120.00 has been credit to the account. We'd like to have one of our Mobile Specialists contact you to provide details of the refund.

 

Let us know your best contact number and preferred time. In case you need a reference:

 

How do I private message (PM) in the community

 

Cheers!

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Level 1c

Hi Shane

 

Thanks for arranging the call back. I have spoken to Charm and she has assured me that she will look into the matter for me again. Hopefully this is third time lucky for me as the 2 previous calls with Jonathan and Mica did not manage to resolve the issue.

 

Thanks

Fook

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Moderator

We're glad to know that our team contacted you, @fookleow. Further updates will be provided when it becomes available, let us know should you require further assistance. Cheers!

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Level 1c

Hi Shane

 

What a disappointment!! Charm turned out to be the same as the other 2. All they give is lip service and assurances that are never kept. She informed me that she has processed the refund and I should get it within 3-5 working days. That was nearly 2 weeks ago.

 

I thought at first those 2 were just incompetent but I believe now that this must be the company  policy - just keep lying to the customers and hopefully we will forget about it over time.

 

Please relay this message back to the support dept. I believe I have been really patient and fair by giving this matter more than 5 weeks to be resolved. I would appreciate resolution within the next 5 working days. If not, I would have no choice but to refer this matter to the Telecommunications Industry Ombudsman.

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Moderator

Hi @fookleow, we understand frustration as your experience has been less than ideal. Your request for refund is already being processed. Once this has been completed on our end there will be a clearing period of 3-5 working days.

We sincerely apologise for this inconvenience, if there is anything else that we can be of assistance please do not hesitate to reach out.

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Moderator

Hi @fookleow

 

We've seen that the refund has been processed, you may check it with your bank. 

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Level 1c

Thanks Jhoey.

 

I can confirm that the $120 has been refunded now.

 

How about the prepayment amount of $100 that was deducted from my account back in 2013? When can I expect the refund on that?

 

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Moderator

Hi @fookleow

 

The $120 refund that we issued to your bank account includes the following:

 

$100 Roaming credit from the year 2013

$20 mobile phone prepayment

 

Let us know if you require further assistance. 

 

Cheers!

Angeli

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Level 1c

Hi Angeli

 

If what you have said is correct, please arrange to refund the $120 that TPG has debited from my credit card on 17 Dec 2019 (without my authorisation).

 

I would appreciate a quick resolution.

 

Thanks