Dear TPG,
I have urgent issues with my plan and billings. I signed a contract of ADSL2+ ($59.99/ month) before I moved into my new apartment in June and I was being told by TPG that my new apartment is able to use the ADSL2+ Home Bundle at that time. However, when I moved into the apartment in July, I found that it is an NBN-only apartment because it doesn't have the phone wall socket to connect to ADSL2+ and NBN is still not available to use at that time. Therefore, I called TPG customer services many times to ask for a solution. They said if I canceled the contract, I would get a maximum 300 dollars penalty, so it is better to wait for NBN to be available. In addition, I have already paid for 5 months' fees without actually using any TPG services, more than $300. You can just check my account, it doesn't have any usage recordings. During these months, I paid an extra $40 each month to use my hotspot.
This month, I was being told that NBN is available to my apartment and I found that my neighbors can connect to the Wi-Fi so that I called TPG again and wanted to change my plan to NBN. There was recently a staff said that he would tell this situation to Account and Billing department and adjust my account first, but I still not getting any further response (they always said that I need to wait for 24 or 48 hours to get a call back, but nobody really calls me back and I thought they were busy. Because each time different personnel picked up the phone, so I don't know who I was talking with and how I could reach to the last person I called. I also sent many emails, but still nobody reply or solve this issue for me). He also said that I need to pay a further $300 since I am the first person in the apartment to connect NBN (as the New Development Charge), so that I think I can offset this amount with my payment made before or provide me other appropriate compensation.
I have already waited for 5 months to connect to NBN, so I don't want to wait anymore! Therefore, please help me to adjust my billing first as soon as possible so that I can change my ADSL2+ to NBN with the same amount (The $59.99/ month NBN plan for 18 months contract). If not adjust my account and billing or give me a compensation first, I won't know what additional fees I need to pay when I want to change my plan. Also, I concern that I won't stay in Melbourne two weeks later, so if I can't connect to NBN within these two weeks, it will cause trouble.
Please reply to me as soon as possible or give me a callback. Thank you so much!
