Still no $500 refund for deactivating International Roaming after almost 3 MONTHS

[Bnich123tpg]

I have called multiple times over the past 3 months to try get this sorted. I activated and deactivated International Roaming for my phone on 1 Nov 2021. I read and was told my refund would be made 30 days after deactivation. I still do not have $500 back. On my last phone call with the TPG staff member Coco on 2 January, she said they have refunded my money but as it is not in my bank account, they don't know where it is. She said their engineers have started an investigation about where the money has gone and that I will recieve text message updates. I haven't recieved anything. I just tried to call TPG again and was waiting for 30 mins. Dedicided to hang up because I'm expecting a call from Telecommunications Industry Ombudsman after filing a complaint against TPG. Why does TPG need to find where the money went BEFORE refunding me? I just want $500 back (ANY $500, doesnt have to be my original payment) as I need that money to pay rent. 

So SO FRUSTRATED over this issue!!!!

[Dann]

Hi @Bnich123tpg 

Welcome to the Community!

We'd like to take a closer look on your mobile account to determine the status of your roaming refund. Kindly send us a private message with the following information.

TPG mobile number: 

Account number: 

Account holder's name: 

To send a private message, please check the link below.

How to send a private message in the Community 

Regards,

Dann

[Bnich123tpg]

It wont let me send you a private message because I've "reached my limit on private messages". I've sent a total of TWO messages, neither of which were answered 

[Bnich123tpg]

I've deleted the two private unanswered messages and it's STILL telling me I can't send anymore private messages because i've reached my limit 

[Bnich123tpg]

Okay it's let me send the private message now. Please respond ASAP

[Anonymous]

Hi @Bnich123tpg,

I sent you a Private Message, please your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time. We'll have our Mobile Specialists to contact you.

Regards,

I've deleted the two private unanswered messages and it's STILL telling me I can't send anymore private messages because i've reached my limit 

[Bnich123tpg]

On the 1/11/2021, I paid $500 to activate my international roaming to recieve a single text message ($0 rate) whist overseas, I then immediately deactivated it the same day and issued for a refund.

Today is the 4/2/2022 and I still do not have my refund. 

After many many hour long waits on the phone to customer service, I moved to TPG community. I alerted TPG community of this major issue on the 22nd Jan this year, it's been almost 2 weeks and I still do not have my refund. 

I was private messaged and called by 4 separate TPG staff members (making the whole exchange very confusing), three of whom gave me different estimated times for when my refund would arrive: 

1. 3-5 banking days ... PASSED

2. 5-8 working days ... TOMORROW is the last day 

3. 1-2 weeks... a ridiclous amount of time when I've been waiting for over THREE MONTHS 

Why was I able to pay TPG the $500 instantaneously but it takes ages for them to pay ME back? 

TPG has been holding on to MY money and I have missed out on gaining interest through MY bank. The VERY LEAST that TPG could do after holding on to MY money for so long is to compensate me with free mobile credit or other manner. 

I have submitted a complaint to both the Telecommunications Industry Ombudsman and my bank as this is how serious this issue has become. I need that money back to help pay my rent, fix my car, pay for classes. I hope alongside my refund, I will be compensated some how after waiting so so long. 

[Bnich123tpg]

My refund has FINALLY come through. 

From deactivating my international roaming on 1/11/2021, it took 107 days for TPG to give me my refund.

This whole experience has been very very disappointing. I felt like I wasn't given all the infomation about WHY it was taking so long and overall felt disrespected by TPG's treatment of my issue.

After me ASKING for compensation, TPG agreed to 1 month of free mobile usage... a total of $20.

After this month, I will be moving to a different mobile service provider. Whenever the conversation comes round to mobile providers, I will be sure to tell people to NOT utilise TPG so they can avoid landing in a similar mess to what I was dealt. 

Such a shame. TPG, get it together. 

[Ahra_G]

Hi @Bnich123tpg,

We welcome all feedback as hearing from our customers is the best way we can improve our business.

Despite the setback we hope the resolution has helped in making the experience with TPG a bit better. Please don't hesitate to reach out to us again should you require any assistance.

Thank you.

Ahra_G