Received SMS this morning saying my data is barred due to insufficient prepaid balance. I called 131423 and phone was rejected due to volumn of calls. Then I topped up the prepaid balance, then received another SMS saying I was charged for 2GB extra data block. After half hour later, another SMS came, saying my data is barred.
I am on monthly debit, further there are extra credits from previous refund. I also questioning how my prepaid balance were mysteriouly going down, given I don't have use of extra data and all calls and sms used within the package.
Please resume my service, and refund prepaid topup and any extra charges. I have to say most time TPG works good, but when makes error it's critital for clients for simple errors. The billing system needs to be reviewed. I will consider further escalation if not resolved timely.
I have the same issue this morning. I am also on a plan and not on prepaid and had the same issue. I tried calling but couldn't get through because of the volume of calls. They should have the option to get a call back when available. My account now states that, "You are currently not in contract".
I hope this does get resolved asap and get notified.
Thanks Kedeh, I am also in a monthly plan. Not sure what's going on.
I don't agree that "insufficent prepaid balance" should impact the service which are covered by montly plan which is paid in advance.
I am also getting this message today. I am also on a monthly billing cycle which has been already been paid. Currently been on hold for 15 minutes.
Update: Was on hold for an hour, then they just hung up on me.
We'd like to have a better understanding of the situation and see what we can do to resolve this as soon as possible.
Please send me a PM with your TPG username or customer ID number to assist you accordingly.
I've noticed this seems to be a common problem - I've already responded to all the others I can find who have experienced the same problem (which I did as well). My findings are below - hope this helps.
I also got two SMS messages with the same thing a couple of days ago - firstly saying my data was barred as I had insufficient prepaid balance, then another message half an hour later saying I had been charged for 2Gb extra data. I checked my data usage which was not anywhere my limit.
I have just called TPG who said this was a known system 'glitch' and that if I stayed on the line they would raise a request to get my $10 refunded.
As I work in IT, I quite understand that system glitches happen from time to time. What I am not happy about here is why the onus was on me to spend half an hour out of my work day calling TPG to request a refund. If this was a known system issue, why was I not sent a follow-up message to apologise, say a mistake had been made, to please ignore the SMS messages and that I didn't need to do anything and I would be refunded? This is obviously an issue that multiple people have had and I would expect TPG to be sending out some communications about this. It's not good enough to stay silent on it and leave it up to individual customers to request a refund.
can't agree more, it would be much better for TPG to notify and rectify this issue proactively. it also saves TPG's end to receiving enquiry calls. I haven't heard back on refunding the top up on 10/10/21 yet. My mobile account prepaid balance shows nil depite charged on my account and issued an invoice for prepayment.
And what about the rest of us? Are you going to fix this problem, and send out new SMSs retracting your claims? Do I need to do anything to fix this?
I have been into my account and can see no excess data usage, so clearly I should not have to pay you or have my data barred. Do I just ignore SMSs from you?
Over to you.