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TPG cancellation experience - 30 days notice

Shane
Moderator

Hi @paul84 ,

 

We responded to your initial post located here, send us your details to better understand the situation and avoid making multiple posts with the same content to avoid redundancy and confusion.

 

We will wait for your response.

 

Regards,

 

 

Sea2plus2
Level 2

Dear TPG Customer Service,

 

I am writing to express my deep dissatisfaction and concern regarding recent charges applied to my account and the lack of communication regarding your cancellation policy. I have been a loyal TPG customer since 2016, and the experience I am currently facing is far from the standards of transparency and customer service that I have come to expect from your company.

The specific issue at hand is the imposition of a $39.99 charge as part of a 30-day notice policy upon cancelling my "no contract" NBN plan. I would like to highlight the following critical points:

Lack of Prior Notification: At no point during my tenure as a TPG customer was I informed of a 30-day notice requirement for cancelling my plan. I have never received any communication, whether via phone calls or email, that outlined this cancellation policy.

Transparency and Disclosure: Transparency and clear communication are fundamental principles in any customer-provider relationship. I find it both unacceptable and unreasonable that such a significant policy, one that incurs charges, was not adequately disclosed to me.

I am formally requesting the following actions to be taken:

Dismiss Charges: I request an immediate dismiss of the $39.99 charge applied to my account.

Documentation of the Policy: Provide me with written documentation or evidence that clearly outlines where and when the 30-day notice and associated charges were disclosed to me.

Review of My Case: A thorough review of my case by a senior member of your customer support team who possesses the authority to address this matter effectively.

If my concerns are not addressed in a satisfactory manner, I will have no choice but to escalate this issue to the Australian Competition and Consumer Commission (ACCC) and provide them with the recorded evidence of my interactions with TPG.

 

Sincerely,

Username: xxxxx

Customer ID: xxxxx

Shane
Moderator

Hi @Sea2plus2 ,

 

Let me help see and coordinate this with our cancellation team to reverse the charge of the 30-Day notice. 

 

Just to set your expectations, a 30-day notice period applies, which is payable even if your requested date of service cancellation is earlier than 30 days.

 

Send me a PM with your details and see what I can do.

 

 

How to send a PM? 

 

Regards,

 

Dear TPG Customer Service,

 

I am writing to express my deep dissatisfaction and concern regarding recent charges applied to my account and the lack of communication regarding your cancellation policy. I have been a loyal TPG customer since 2016, and the experience I am currently facing is far from the standards of transparency and customer service that I have come to expect from your company.

The specific issue at hand is the imposition of a $39.99 charge as part of a 30-day notice policy upon cancelling my "no contract" NBN plan. I would like to highlight the following critical points:

Lack of Prior Notification: At no point during my tenure as a TPG customer was I informed of a 30-day notice requirement for cancelling my plan. I have never received any communication, whether via phone calls or email, that outlined this cancellation policy.

Transparency and Disclosure: Transparency and clear communication are fundamental principles in any customer-provider relationship. I find it both unacceptable and unreasonable that such a significant policy, one that incurs charges, was not adequately disclosed to me.

I am formally requesting the following actions to be taken:

Dismiss Charges: I request an immediate dismiss of the $39.99 charge applied to my account.

Documentation of the Policy: Provide me with written documentation or evidence that clearly outlines where and when the 30-day notice and associated charges were disclosed to me.

Review of My Case: A thorough review of my case by a senior member of your customer support team who possesses the authority to address this matter effectively.

If my concerns are not addressed in a satisfactory manner, I will have no choice but to escalate this issue to the Australian Competition and Consumer Commission (ACCC) and provide them with the recorded evidence of my interactions with TPG.

 

Sincerely,

Username: xxxxx

Customer ID: xxxxx

Sea2plus2
Level 2
Hi @Shane,
I already send a PM yesterday but not yet got the reply yet.
Shane
Moderator

Hi @Sea2plus2 ,

 

Please re-send a message to my inbox with your details.

 

Regards,

 

Hi @Shane,
I already send a PM yesterday but not yet got the reply yet.

 

Sea2plus2
Level 2
Just send the PM again.
dinavavasis
Level 2

Its funny that they send the terms of the 30 day notification period as IF that makes it OK or RIGHT.

 

NO ONE ELSE does this... this is a slimey act which they don't really tell you about, and then dont stop telling you about it AFTER you choose to leave.

 

Have you contacted the TIO and ACCC.

 

Whether it is in their contract - which of course NO ONE READS - no layperson would believe such a thing even exists.   In the normal world you pay for what you use.

If i CANNOT AFFORD TO PAY, do i still need to give 30 day notice?  Shocking.

Absolutely shocking.

 

I'll be contacting TIO and ACCC.

Ahra_G
Moderator

Hi @dinavavasis

 

When you are outside contract, you can cancel the account without any termination fees. However, you are required to provide us at least 30 days notice and the service has to be paid up to the end of the notice period.

 

Send us a private message with your Customer ID or username and we'll have a look at your account. 

 

-Ahra_G