Refund offer following ACCC action

[5802461]

Dear Phillip Bradley,

You are entitled to a refund and a costless exit from your NBN contract

We are writing to inform you that we have checked your National Broadband Network (NBN) connection and found that you cannot receive the internet speeds you have been paying for. We have entered into an undertaking with the Australian Competition and Consumer Commission (ACCC) to offer you a refund because we are likely to have breached the Australian Consumer Law. As a result, we are offering you a choice of three options below, including a refund of $260.

You are currently paying for a Superfast plan which has maximum speeds of 100Mbps download and 40Mbps upload.

The maximum speeds you can actually receive are 39.879Mbps download and 9.55Mbps upload.

This means that you are paying for speeds of up to 100Mbps download and 40Mbps upload, when the fastest speeds you can actually receive are 39.879Mbps download and 9.55Mbps upload.

Despite numerous emails and phone calls I’m still waiting for my refund

[Anonymous]

Hi @5802461, 

Welcome to TPG Community and thank you for bringing this matter to our attention. We'll chase this up with our NBN special team that handles such matter and we'll ensure that this will be resolved at the soonest time. 

Our sincerest apologies for the inconvenience and let us know if you need anything else. 

Best regards, 

Angeli

[5802461]

Following is last email I had from TPG.

Dear Customer,

Thank you for your patience during this time.

The compensation process is quite complex and we are processing refunds in batches rather than individually.

This is to confirm that your account has been included on the next batch of refund.

You will be notified via email if there will be any issues with the refund.

Kind regards,

Jenna | TPG NBN Speeds Compensation | UserID: 13256

T 1300 013 989 | F 02 9850 0813
www.tpg.com.au

Email Queue: TPG NBN Speeds Compensation
TPG Telecom (ASX: TPM)

[5802461]

Still waiting for refund or at least acknowledgement that something is happening

[BasilDV]

Hi @5802461

Thanks for getting back.

We've checked the account and it shows that the refund has been credited to your Credit card account.

It was successfully refunded on 12 March 2021.

Let us know if you need further assistance.

BasilDV