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Staff complaint: Escalation agent is refusing to answer my emails regarding my issue

Level 2

I have one very simple question for this escalation agent: give me a time frame in which her investigation how TPG overcharged my mother $708 over the past year. But she refuses to answer my email and won't give me a time frame. 


I want a number or email for someone who will actually take my complaint about this escalation agent seriously and actually resolve my issue. Working from home during a pandemic doesn't excuse TPG from stealing my mother's money. 


Wait, I have one more question: why is evidence of the over charge -- TPG's own records -- not enough to make the refund happen right now? Why do I have to wait for this mythical investigation to take place for any length of time it seems. 


Level 2

Hi, could I get a response to my question, please?