Mobile billing fault - bundle with NBN and the discount not applied to the account

[vivian83]

Mobile billing fault -

I have both mobile sim and NBN, but TPG didn't applied the discount to my account.

Need to solve it!

[Ahra_G]

Hi @vivian83, 

We'd like to get to the bottom of your concern. 

Any chance you can let us know of your most convenient time to receive a call? 

Regards,

Ahra_G

[vivian83]

After I called 4-5 times during 3 months, they finally apply the discount this month.

TPG said they didn't link my account before, and they will apply discount for the future.

Is that my fault? they didnt link my mobile to my NBN account? I provided my mobile number to them before.... That's their internal data system managment... 

I wish they can give me credit for the previouse months..

[vivian83]

Same as my account. Really bad!

That's been 2 months alreay.

Initially I thought just temp, so I let it go.

But It still not working after I called TPG for more than 1 week, they said Tech contact me in 48 hours.. No one called or solve the issue.

[Angeli]

Hi @vivian83,

Based on my assessment on your account, you were recently migrated to the new system. Hence, no discount is applicable regardless if it is being linked to your NBN account. The discount applies to new mobile registration with existing broadband service. Moreover, you must have a prepaid balance to make an outgoing call and text to an international number. Here's how: 

How To Top Up TPG Mobile Prepaid Balance

Regards, 

Angeli

[vivian83]

Hi Angeli,

I suggest you to talk to your superviser before you reply the customer, or take some more trainning.

[Ahra_G]

Hi @vivian83, as advised by @Angeli, the discount is only applicable for new mobile registrations. 

Let us know should you require further assistance. 

-Ahra_G

[vivian83]

If you check the account with care, you can find when I joined I was a 'new' register mobile and the discount applied.
Later on, the discount disappeared since TPG internal system can't find the link between my mobile and my NBN account.
So that's why I suggested earlier, the support now may need more training and takes more time to check.
Regards

[vivian83]

And in additional
"Moreover, you must have a prepaid balance to make an outgoing call and text to an international number"
this is not professional as well, my mobile account has credit for international call, and also I have prepaid balance as well.
At the moment, after I called numerous TPG call centre Asscalated that's a tech issue.

[Angeli]

Hi @vivian83, 

I'll be referring your case to our mobile senior specialist to further discuss the discount that you wish to have for your mobile account. Please expect a callback within the day via mobile or if you have a preferred time, just let us know here. 

Regards, 

Angeli