NBN Service not yet installed and cancellation fee charges apply?

[Ahra_G]

Hello @linaylee99, 

I believe that one of our Cancellations Specialists has contacted you and advised that the account is now cancelled. The refund will be credited on your account once we receive the equipment back. 

Should you have further queries, please don't hesitate to let us know. 

Cheers! 

[linaylee99]

Ahra - thanks so much for your assistance.  I am still waiting for the email with the "sticker" to print to return the Modem to TPG..

Will that be emailed soon?

Cheers

Lina

[Ahra_G]

Hi @linaylee99, 

The request was sent on 06 May and it usually takes 24-48hrs to be sent on your email address. 

•  The email will come from the address “No-reply@startrack.com.au”.  Kindly check your junk/spam mail folder if it is not in your inbox. If you do not receive that email after the given timeframe, let us know so we can send another request.
•   You should print attached connote and manifest report. Connote must be attached to consigned good/s.
•   You will then need to contact STARTRACK on 13 23 45 to arrange pickup. The manifest report must be   provided to the STARTRACK driver at the time of pickup.
•   Please ensure to use the E-connote within 14 days of issue. 

Feel free to send me a message again should you have further queries. 

Cheers! 

[linaylee99]

Hi Ahra/Basil

I ahve not received the Star Track consignment note email yet (understand re 24-48 hrs thing) .... do you mind pls re-sending another request to Star Track to get this sent out just in case the 1st request did not make it through their system?

Many thanks

Lina

[Riezl]

Hi Lina, we have already made a follow up with the team.

We'll continue to monitor this and will provide an update where possible.

Kindly also check your email every now and then. Thank you.

[linaylee99]

Hi there

I have just received an email from TPG Customer Service (customer_service@tpg.com.au) that they have NOT requested anything from Star Track nor were they were aware that this was going to occur?

I have forwarded Ahra's email to them...kindly check with your customer service team (her name is Sylgie - User ID 12634) to ensure that this is actioned so i can return the Modem.

THANKS

Lina

[Riezl]

Apologies for the confusion this has caused you and we'll be dealing with this matter internally,@linaylee99.

Our record shows that our Escalations Team has been in touch on May 06 and the case officer advised you that an e-connote or return label will be sent to your preferred email address within 24-48 hours.

A follow up has been made and we are expecting you to receive the email today.

We are still monitoring this and will revert to you as soon as a new update becomes available.

[linaylee99]

Hi there

Another email received from Customer Service this morning re my "request" and they are "assessing" further?

This is the lady who rersponded:

              Nina | Customer Service | UserID: 13258

Can someone pls re-send the request to Star track and get this sorted for me asap as this has been going on for quite some time now.

To date, i have had no email from Star Track yet and the TPG lady who spoke to me on Mon who had arranged it (and confirmed by yourself on this discussion thread) is a 24-48 hrs turnaround time.

Can someone pls arrange the Star Track email for me please?

Thanks - much appreciated.

Lina

[Riezl]

Hi @linaylee99, another follow up has been sent and and we're expecting to receive a feedback from the team today.

We'll advise you once an update is received.

[linaylee99]

Thanks - the "follow up" is with TPG customer service OR Start Track?

Pls advise?

Cheers

Lina