Refund of roaming credit

[cg01]

Hi,

I am trying to organise the refund of a roaming credit on a number that I ported to another provider. 

A $500 roaming credit had been paid 10 June 2018 and reduced by additional data blocks and "excess charges" since that date.

Prior to porting the number a credit of $274 was showing on my account.  This credit then disappeared when the number was ported.

I have contacted TPG four times now to attempt to organise the refund.  Each time I have been told that the matter has been escalated and that TPG would check the amount of the credit and that someone would contact me within 1-2 business days with an update.  On each occassion no one from TPG has contacted me.

The call reference numbers for each call are provided below.

88928330 - think the date was 21 January 2021 but did not take note of it

62599939 - 1 Feb 2021

62643914 - 4 Feb 2021 - spoke with Sae. Specifically requested this be registered as a complaint. Was advised this was the case.

89560231 - 9 Feb 2021 - spoke to Chris who investigated and committed to call me back in 10 minutes, which he did and this was greatly appreciated.

62692787 - 9 Feb 2021 - when Chris called me back he advised that my case was being investigated by a supervisor (Benedict) who would contact me within the next 24 hours. Escalation ticket number 11201169

Could you please advise how I can organise my refund? 

Regards,

Catherine

[Shane]

Hi @cg01 ,

Welcome to the community!

Thanks for raising this to us, we'd love to help raise this to our Mobile Specialists Team and have them contact you. To better understand the situation feel free to 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, in the event that you're outside of the country provide us the best contact e-mail address.

How do I private message (PM) in the community 

Regards,

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@cg01 wrote:

Hi,

I am trying to organise the refund of a roaming credit on a number that I ported to another provider. 

A $500 roaming credit had been paid 10 June 2018 and reduced by additional data blocks and "excess charges" since that date.

Prior to porting the number a credit of $274 was showing on my account.  This credit then disappeared when the number was ported.

I have contacted TPG four times now to attempt to organise the refund.  Each time I have been told that the matter has been escalated and that TPG would check the amount of the credit and that someone would contact me within 1-2 business days with an update.  On each occassion no one from TPG has contacted me.

The call reference numbers for each call are provided below.

88928330 - think the date was 21 January 2021 but did not take note of it

62599939 - 1 Feb 2021

62643914 - 4 Feb 2021 - spoke with Sae. Specifically requested this be registered as a complaint. Was advised this was the case.

89560231 - 9 Feb 2021 - spoke to Chris who investigated and committed to call me back in 10 minutes, which he did and this was greatly appreciated.

62692787 - 9 Feb 2021 - when Chris called me back he advised that my case was being investigated by a supervisor (Benedict) who would contact me within the next 24 hours. Escalation ticket number 11201169

Could you please advise how I can organise my refund? 

Regards,

Catherine

---

[cg01]

Hi Shane

Thank you for your message. I have sent you an private message as requested.

Regards,

Catherine

[Shane]

Hi @cg01,

Thanks for sending me your details. I was able to locate the account and arranged one of our Mobile Specialists to contact you tomorrow to discuss details of the refund. 

Let me know should you require further assistance.

Regards,

Hi Shane

Thank you for your message. I have sent you an private message as requested.

Regards,

Catherine

[cg01]

Hi Shane

Just letting you know I have not heard anything from TPG today.

Given my service was cancelled around four weeks ago now, keen to ensure the refund is made as soon as possible

Thanks,

Cat

[Shane]

Hi @cg01,

I chased this with our Mobile Team and attempted to call you but no avail. 

Regards,

Hi Shane

Just letting you know I have not heard anything from TPG today.

Given my service was cancelled around four weeks ago now, keen to ensure the refund is made as soon as possible

Thanks,

Cat

[cg01]

Hi Shane

Just letting you know I recieved a call from Vel on Friday 12th Feb (ticket number 62598338)

I was advised I needed to provide my name, BSB, Account Number, Bank and Branch to ddrefunds@tpg.com.au. I was advised that the refund could not be made to the credit card with which I made my most recent payment (noting it was a different card to the one use to pay for the roaming credit back in 2018) I was a little uncomfortable providing my bank account details to TPG, however in the interests of getting this resolved I have done so. I am not awaiting the refund. 

Since I have recieved multiple calls over the weekend attempting to resolve the issue (e.g. John, Benedick). These callers don't seem to be aware of the current status of the issue?

Anyway - hopefully resolved and I will get my refund soon.

Regards,

Catherine

[Ahra_G]

Hi @cg01, 

We're sorry to learn about this experience and we apologise for the inconvenience. 

Please be advised that customers privacy and account security is paramount here in TPG. 

Recent updates indicated that a member from our Mobile Support Team has assisted you in reversing the charges to your account and as advised, the credit should reflect within 5-8 banking days upon receipt and update of your bank account details. 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support
 

Regards,

Ahra_G