Rescheduled payment but still got charged plus a fee on top

[huyquach333]

I called up last week to reschedule my payment 2 weeks from my direct debit date but I got charged yesterday which didn’t go through obviously so I got a $10 reversal fee on top of the billing amount. I was meant to go manually pay next Friday and the direct debit for the upcoming bill (that got deducted yesterday) wasn’t meant to happen according to the agent over the phone. I ended up getting money to pay for the bill but I am not happy as I waited a long time for the call to sort it out but ended up getting charged

[Ahra_G]

Hi @huyquach333,

If you have concerns settling your bill or wish to discuss options available to you regarding the account, please refer to TPG Financial Hardship Policy at https://www.tpg.com.au/terms_conditions/financialhardship

You may also let us know your convenient time to receive a call so we can arrange an Accounts Specialist to contact you. 

Thanks! 

Ahra_G

[huyquach333]

What I meant is that I’ve already sorted it out last week so why did I get charged?

[Ahra_G]

Hi @huyquach333, 

Our payment request from your bank was rejected due to insufficient funds. Are you able to send us a screenshot of your banking statement that will show the debit for $79.99? 
 

Thanks! 

Ahra_G

[huyquach333]

Yeah I know that but on the call the agent said the upcoming direct debit will be on pause because of the extension that was set up over the phone

[huyquach333]

So pretty much the direct debit wasn’t meant to happen in the first place because I knew there was insufficient funds so it was on hold. But they still went ahead and take money out and now added a fee on top

[Ahra_G]

Hi @huyquach333, we've noticed that you have reprocessed the payment through your my account today. regrettably, we are unable to halt the in progress payment for $89.99. 

Let us know of your best time to receive a call tomorrow so we can have an Account Specialist to assist you. 

[huyquach333]

1pm tomorrow

[Ahra_G]

Got it! Call back is all set on 18 August 2022 between 1-2PM AEST. 

Feel free to let us know should you require further assistance. Thanks!