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Mobile prepayment refund

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Shan91
Level 2

Hi

I contacted TPG online support on last week to get information about cancelling my mobile plan and porting the number out to another carrier. I was told if I ported the number out the account would automatically be cancelled and I would not be billed for the next billing cycle which will be started on 08/04/21. Then I set up a new account with another provider on 03/04/21 and ported my number out. However later in the evening I saw there was a deduction of $29.99 and an additional $11 on my account.

 

I contacted the TPG customer support again on Monday 05/04 to inform that my mobile account has been cancelled and to request the prepayment balance to be credited to my bank account. The support person told me that he cannot refund the $11 as it was an admin fee for cancellation which I said I'm fine with it. Then he said he would initiate a request to credit back my prepayment amount of $29.99 which would take up to 2 business days. The person's name was Angelo and my reference number is 63263161.

 

I called them again on 08/04 which was after 3 busines days and the person I contacted said, Angelo would contact me regarding my refund and which I did not receive any call back yet . I tried calling them today 09/04 many times and all the lines were busy whole day. I would like some definite confirmation that I will get my refund as soon as possible. Otherwise I will go straight to the telecommunicaton ombudsman if this does not resolved at least by begining of the next week.

1 ACCEPTED SOLUTION

Accepted Solutions
Shan91
Level 2
Hi Shane,

One of the TPG mobile specialist called me and received the refund today after 7 business days. Thanks for arranging my refund.

View solution in original post

4 REPLIES 4
Shane
Moderator

Hi @Shan91,

 

Welcome to the community!

 

Thanks for raising this to us, we'd love to help chase this with our Mobile Team, we tried to use the posted reference number but it shows no matching records on file, to better understand the situation. Shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time.

 

How do I private message (PM) in the community

 

Regards,

 

 

Hi

I contacted TPG online support on last week to get information about cancelling my mobile plan and porting the number out to another carrier. I was told if I ported the number out the account would automatically be cancelled and I would not be billed for the next billing cycle which will be started on 08/04/21. Then I set up a new account with another provider on 03/04/21 and ported my number out. However later in the evening I saw there was a deduction of $29.99 and an additional $11 on my account.

 

I contacted the TPG customer support again on Monday 05/04 to inform that my mobile account has been cancelled and to request the prepayment balance to be credited to my bank account. The support person told me that he cannot refund the $11 as it was an admin fee for cancellation which I said I'm fine with it. Then he said he would initiate a request to credit back my prepayment amount of $29.99 which would take up to 2 business days. The person's name was Angelo and my reference number is 63263161.

 

I called them again on 08/04 which was after 3 busines days and the person I contacted said, Angelo would contact me regarding my refund and which I did not receive any call back yet . I tried calling them today 09/04 many times and all the lines were busy whole day. I would like some definite confirmation that I will get my refund as soon as possible. Otherwise I will go straight to the telecommunicaton ombudsman if this does not resolved at least by begining of the next week.

Shan91
Level 2
Hi Shane,

63263161 was the reference number provided by Angelo. I sent you all my details via a private message to process my refund.
Thanks.
Shane
Moderator

Hi @Shan91,

 

Thanks for sending me your details. I arranged one of our Mobile Specialists to contact you tomorrow to discuss the status of the refund; make sure to keep your mobile with you, let us know how it will go.

 

Cheers1 

Hi Shane,

63263161 was the reference number provided by Angelo. I sent you all my details via a private message to process my refund.
Thanks.
Shan91
Level 2
Hi Shane,

One of the TPG mobile specialist called me and received the refund today after 7 business days. Thanks for arranging my refund.

View solution in original post