TPG Community

Get online support

TPG Home Phone Prepayment Balance is Low

Highlighted
Level 1a
Hi, I keep getting this type of email now second time in a row: Your Home Phone Prepayment balance is currently low. When your Prepayment becomes low, we attempt to debit your nominated payment details for a top up. If your Prepayment balance reaches $0 before we receive the top up, the outgoing Home Phone service will be unusable until the top up is received. I logged onto my account and checked my prepaid balance and it is at $20. I also checked my current & last 2 phone usage - seems we hardly ever use our home phone, so the calls never amount to more than $3 per month. Why am I getting these emails when clearly my prepayed bal is not low. Thanks, Tiv
6 REPLIES 6
Highlighted
Moderator

Hi @tkeztyus,
 

Welcome to the community

 

I was able to locate your account using your community details. I've seen that last 23rd of November you made a outgoing call on a Mobile cost $16.90.

Our system sent automated e-mail to notify you that your balance, when your Prepayment becomes low, we attempt to debit your nominated payment details for a top up.

 

At the moment I can see that there is enough current prepayment balance. Let me know should you require further assistance.

 

Cheers!

Highlighted
Level 1a
Hi Shane, 2018-11-23 16:31:02 Mobile 16:30 0452070355 $2.48000 - this is all I can find on the date you mentioned. The call lasted 16:30mins, but only cost $2.48. Charges for the period 2018-10-27 00:00:00 to 2018-11-26 23:59:59: Home Phone Usage Phone number: 0892011xxx Plan: Home Phone Customer ID: 4517xxx Current Prepayment balance: $18.25 Next renewal date: 19/12/2018 Status: Active Prepared at : 2018-11-29 19:51:58 The Prepayment balance shows $18.25 Where exactly are you seeing the aforementioned mobile call/charges? Cheers, Tiv
Highlighted
Moderator

Hi @tkeztyus,

 

Thanks for additional details. I would like to arrange a call from one of our Account Specialists to discuss further details about your account.

 

I'd like to get your best contact number and preferred time. In case you need a reference:

How to send a PM.

 

Cheers!

Highlighted
Level 1a

Hi Shane, My best contact is my TPG mobile 0406 xxx xxx. I am available to take calls after 6pm weekdays and anytime AWST on weekends. Cheers, Tiv

Highlighted
Moderator

Hi @tkeztyus,
 

Thanks for sending us your details. I arranged one of our Account Specialists to call you tomorrow between 9-10AM AWST to discuss details about your account.


Let me know how it will go and should you require further assistance.

 

Cheers!

Highlighted
Moderator

Hi @tkeztyus,
 

I've seen that you have been in contact with one of our Account Specialists and discussed details about POIV fees. Let me know should you require further assistance.

 

Cheers!