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Termination of Service - Refund Request & Complaint

Level 1


Just to give you some background on this matter: 

  1. I purchased an NBN bundle on 21 March 2019 for $199.94.
  2. TPG assigned NBN customer ID #xxxxxxx.
  3. I was later advised (i.e. after several transfers and conversations) NBN connection was not able to be connected due to issues with NBN CO. A TPG customer service representative advised ADSL2 was available and suggested that I should apply for a connection.
  4. I was transferred to the ADSL2 team who promised a connection will be available at my address. I requested a refund for my NBN service, at this point the staff member advised this would be honored via a request from customer service. I was advised in order not to hold up the process that i purchase the ADSL plan prior to receiving a refund for the NBN plan. 
  5. I took the staff member's reassurance that it would be a quick process so I purchased the ADSL 2 plan on 5 April 2019 for $179.94.
  6. TPG assigned ADSL2 customer ID # xxxxxxx.
  7. My total payment to TPG being $379.88.
  8. During this process I was transferred to multiple departments and finally disconnected 2 times (whilst attempting to request a refund). I advised the operator prior to transferring if I get disconnected please phone back, however no call back was received. This is extremely frustrating having to spend a considerable amount of time on the phone only to get passed on to other departments and receive conflicting incorrect information.
  9. Today 16 April 2019, I contacted TPG to request an update with respect to my ADSL connection. Only to be advised that ADSL cannot be provided! I was advised by the TPG staff member that NBN can now be provided and that I should now cancel my ADSL service!

I hope TPG can understand the inconvenience and poor customer service I was provided with.  REQUEST TO TPG 

  1. Cancel all aforementioned services. 
  2. Provide a full refund for the amount of $379.88 for services that were not delivered and/or provided.
  3. Investigate this issue internally and ensure appropriate QC's are implemented to prevent other customers going through this ordeal.

I will expect a response and course of action within 2 business days. Regards,Mat


Hi @Mat115,


Welcome to the community!


We are able to locate your account using your given details. From what we gathered, you placed the order online without the Unit number.  The records of NBNCo showed that the address already has NBN service which is why we encountered an error

Our Provisioning Team contacted you on March 27 to discuss this and you advised us that the address is subdivided into 2. We then raised your full address (which includes the unit number) to NBNCo to get a location ID that we can use to process an order. However, NBNCo advised that we can't proceed yet because of lack of infrastructure to complete the installation to your specific address. As of this time, your address is not yet serviceable for the NBN.

Our team tried to check if we can install ADSL service in your area, unfortunately the installation cannot proceed due to limitation of infrastructure and the application was rejected.

We've noticed that you raised this same issue with our Email Support Team and this has been raised to one of our Complaints Resolution Case Manager for further handling and investigation.

We will pass this on to them and request for immediate feedback,updates will be provided via email or phone call.


We apologise for any inconvenience. Let us know should you require further assistance. Cheers!