Our family has been using TPG for a year, there was no major issue so now that we are planning to have TPG for a new house by the end of November, and we need NBN on both old and new houses for a parallel of three months. Since the “moving home” solution by TPG would cut the NBN service at my old house by the time NBN service is needed at my new house, we knew that’s not a solution.
My wife called the sale hotline for a suggestion. The gentleman on the line said we could open another account with TPG with a separate username under the same person. We can fine tune when the service at the new house should start by calling the customer services. The gentleman also suggested that we should sign up for a 6 months package in exchange for a free modem.
Sounds like a good deal, and my wife agreed online, gave our credit card number and that’s when our nightmare started.
1) Right after the call, we received the email about NBN service being activated. So Rather than starting the service at a specific date, it started right now, before we move to our new address
2) We called the customer service and ask for a change of activation date. Can’t be done, because the guy who sold us the service entered an incorrect mobile number. SO the customer service said “ we can’t validate your identity, please submit your driver license and wait for 48 hours before we can do anything else for you”
3) We have not moved to the new address, so obviously modem was not delivered. How could they just start our service immediately?
4) $$ has been immediately debit from our credit card.
I thought this could only happen in the third world country, but here in Australia, we were con to sign up to a service early, and told by the customer service they couldn’t rectify anything. I start to suspect the mobile number were purposely entered incorrectly to delay the scam being fixed.
I hope someone could give me a channel to escalate this and expect either a fix or full refund. We are also reporting this case to ACCC
