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Prepaid billing problem

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Level 1c

Hi

 

I left a message for this issue to TPG, but I did not get any response.

 

 

I used to use TPG mobile prepaid service for several months then port out to other service provider.

 

But TPG charged after I ported out.

 

My contract was no lock-in, prepaid.

 

Can you refund?

 

 

Thank you,

12 REPLIES 12
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Moderator

Hi @meja2,

 

We are sad to know that you encounter unusual billing issue in your account. We'll raise this to one of our Mobile Specialists and arrange a call for you to discuss the details.

 

Feel free to PM us your best contact number and preferred time.

 

In case you need a reference: How do I private message (PM) in the community

 

Regards,

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Level 1c

I have sent PM and waited for a week.

 

No contact from TPG. How long do I need to wait more?

 

 

Thank you

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Moderator

Hi @meja2,

 

Sorry for delayed response. I arranged one of our Mobile Specialists to call you today between 5-6PM AEDST. Make sure to keep your mobile phone available for the call and let us know how it will go.

 

Cheers!

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Level 1c

I just received call frrom TPG after I posted many days later.

 

TPG mobile said they have dodgy policy which charge port out fee.

I tried to find port out fee from website and CIO, i could not find

 

 

 

I will talk to my friends not to go with TPG ever.

 

Also I will go for TIO, I might get nothing back but at least I can try.

 

TPG is really ripping off customers.

 

 

 

 

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Moderator

Hi @meja2,

 

The port out fee is being charged to cover the cost of porting process and call routing systems when you change provider. This fee is included in our Standard Terms & conditions. You may check the details further on our website under http://tpg.com.au/mobile -> Terms & Conditions ->Mobile Plan Brochure-> If you port your mobile service number to another carrier a port out fee of $11 is payable.

 

We will raise this to one of our Complaints Resolution Case Manager for further handling. Updates will be provided once assessment of case is done it may take 24-48hrs via Phone call or Email.

 

Regards,

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Level 1c

It seems TPG hides hidden cost somewhere. No one can see it easily.

 

And I have ported in and out for several services, never seen for port out fee.

 

$11 is not a big deal, most of people will just walk away, but I will not.

 

You may have my $11, I will keep spread out how TPG is bad for customer.

 

I am considering port out my NBN from TPG.

Do you have port out fee for NBN as well?

 

 

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Moderator

Hi @Meja, 

 

Definitely this is not what we want you to feel, our Terms and conditions are easily searchable on our website including the Plan brochures. We've also sent out a copy of the Mobile Plan Brochure to your email after you have ordered the Mobile Service. 

 

As for your NBN Service, we don't have any port out fee for NBN home phone number. 

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Level 1c

Can you provide complaint reference number regarding to all this thread?

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Moderator

Hi @meja2,

 

We've checked the account and the reference ticket number for your complaint is 9251706.

 

Your case manager has sent you an E-mail and he is currently waiting for your response to proceed with the proper resolution.

 

Should you require further assistance, please let us know.

 

Kind regards,

BasilDV