Unexpected Charge

[JerHall]

In July 2019 I changed my regular account payment from one card direct debit to another.

On the 21/5/2020 the monthly charge was deducted as usual from the normal account

On the 26/5/2020 an irregular and unexpected charge was deducted from my old card with the narration 'TPG Internet PTY LTD 131423 AU' 

I need to know why this amount was charged to my former nominated card, and why, or indeed if this is a legimitate transaction or fraud. No additional transaction appears when I log into 'MyAccount' - the last transaction is the May account payment. 

I have tried phoning, but was on for two hours. I tried sending an email via the app to csmobile@tpg.com.au, but the email bounced back saying the receiver did not exist or was unable to receive the message. 

Can someone please contact me on this ASAP. 

[KarlB]

Hi @JerHall 

Welcome to the community,

Could you please send me a PM (private message) with your Full Name, CID (customer identication number) and your mobile phone number, so I can take a look at your service?

Regards,

Karl

[KarlB]

Hi @JerHall 

Thanks for your PM. I'm glad you were able to get your issue sorted out.

Regards,

Karl

[hallnn]

Hi!

I am having a similar issue of an extra charge 2 days after my regular charge. Person on phone said it is not showing up and to ignore or contact my bank but the charge is from the same reference as original post. He also said "200% certainty" I should not be incurring any excess charges either. I can't ignore being charged double for mobile usage so would appreciate an explanation.

Thanks in advance.

[Shane]

Hi @hallnn,

Welcome to the community!

Thanks for raising this to us, we'd love to help and get to the bottom of this, to better understand the charges on the account please shoot me a private message with your account details (Username/Customer ID together with the address on file) also include your best contact number and preferred time. We'll have one of our Mobile Specialists contact you.

How do I private message (PM) in the community

Regards,

Hi!

I am having a similar issue of an extra charge 2 days after my regular charge. Person on phone said it is not showing up and to ignore or contact my bank but the charge is from the same reference as original post. He also said "200% certainty" I should not be incurring any excess charges either. I can't ignore being charged double for mobile usage so would appreciate an explanation.

Thanks in advance.