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TPG FAILED to Refund me After 3 Months

angryuser
Level 2

Had a phone line and NBN internet with TPG since 2022. 

Moved to my current address in Mar 2023 and booked in NBN service transfer. 

As it is a new dwelling, TPG could only book in NBN activation in 4 weeks time and offered no alternative solution.

While the bill keeps running, no service was provided for a couple of weeks and we relied on mobile network to work from home.

So eventually I had to cancel the services and move to a new service provider. 

 

I asked a refund of the fees we paid for no service and the customer service agreed to process the refund.

Now after 5 or 6 calls still nothing has happened.

Every time the customer service person would promise the refund will be processed in another few business days and give you a call back/email when it happens.

Of course, no refund, no email and you try to call TPC again.

Every new call you get a new excuse:

- NBN account is closed so they could not process the credit

- They tried to transfer the credit to mobile account but the order could not go through

- They transferred the credit to mobile account but did not make the payment

- They submitted the payment request but nothing happened.

- They have discussed with the account team and they would do it in another day

 

What a joke! You never had an issue deducting my money. 

 

1 REPLY 1
Ahra_G
Moderator

Hi @angryuser

 

We'd like to check this further. Let us have your TPG username or customer ID via private message so we can get to the bottom of your concern. 

 

Thanks! 

Ahra_G