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Update credit card details form doesn't work

riluma
Level 2

I go to My Account ► Update Contact & Payment Details ► Update/Enter Credit Card Details ► fill out all the new credit card details ► click on "I acknowledge..." ► click on "Update Details Now"

 

Then it goes to a web page saying "Your request is being processed..." which just flashes for a split second and then it goes to a completely blank web page with the same URL:

https://cyberstore.tpg.com.au/register/tokeniser.php

 

I screen recorded the process so that I'd be able to capture a screenshot of the web page that just flashes before it goes to a completely blank web page.

 

I have reported this to TPG via the phone with their call centre in the Philippines asking them to report this to the head office and nothing has happened.

 

This has error has been happening for a few years.

I know this because I switch credit cards a lot.

The consequence of this error is that it leads the user to understand that the credit card details have been updated, but they don't update.

So when I get the credit card statements, the charge has been done in the wrong credit card.

 

I can call their call centre, but how backwards, time-consuming process that is to have to telephone someone to do something that could be done online if this form worked.

 

TPG doesn't even have an customer service email or a form to contact them in electronically in writing, no live chat. Basically the embodiment of the "customer last" policy. 

 

Anyway I've given up and I'm already searching for another ISP specifically because if this glitch that never got resolved. 

10 REPLIES 10
BasilDV
Moderator

Hi @riluma

 

Thanks for raising this to our attention and our sincerest apologies for the inconvenience.

We'll raise this to our Developers and have this resolved as soon as possible.

 

BasilDV

BasilDV
Moderator

Hi @riluma

 

We've been advised that you were able to successfully update your credit card details online.

Are you still experiencing the problem?

 

Have you tried a different browser?

 

BasilDV

riluma
Level 2

yeah I tried both on Brave and on Edge.

This month, last month, and the month before, same behaviour I reported on this ticket.

 

Then after writing this ticket, I tried on my phone.

I downloaded the TPG app but the billing section forced me to go to to the website.

So I tried via the website on my phone, maybe either Brave browser or Duck browser, and indeed the error message there was different, something to do with authorization with a zed.

I tried attaching the phone screenshot to my ticket but I wasn't able to.

 I just found the screenshot and I'm attaching it here now, the phone screenshot.

 

I just tried updating the credit card details again now before sending this message and I got the same glitchy behaviour. When I click the button to submit my details, a msg just flashes for a split second and then it lands in a completely blank web page with the URL https://cyberstore.tpg.com.au/register/tokeniser.php

 

By the way I tried attaching a .jpeg screenshot and I got an error message saying it doesn't accept .jpeg.

So I had to manually rename that to .jpg.

This form should just accept .jpeg.

Luckily I'm a bit of an advanced user, but if it were a techtard, they'd be completely lost, it should just accept .jpeg.

Shane
Moderator

Hi @riluma,

 

Thanks for the additional details. I would love to help raise this to our Account Specialists Team for investigation, Please drop 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.

 

How do I private message (PM) in the community

 

Regards,

 

 

yeah I tried both on Brave and on Edge.

This month, last month, and the month before, same behaviour I reported on this ticket.

 

Then after writing this ticket, I tried on my phone.

I downloaded the TPG app but the billing section forced me to go to to the website.

So I tried via the website on my phone, maybe either Brave browser or Duck browser, and indeed the error message there was different, something to do with authorization with a zed.

I tried attaching the phone screenshot to my ticket but I wasn't able to.

 I just found the screenshot and I'm attaching it here now, the phone screenshot.

 

I just tried updating the credit card details again now before sending this message and I got the same glitchy behaviour. When I click the button to submit my details, a msg just flashes for a split second and then it lands in a completely blank web page with the URL https://cyberstore.tpg.com.au/register/tokeniser.php

 

By the way I tried attaching a .jpeg screenshot and I got an error message saying it doesn't accept .jpeg.

So I had to manually rename that to .jpg.

This form should just accept .jpeg.

Luckily I'm a bit of an advanced user, but if it were a techtard, they'd be completely lost, it should just accept .jpeg.

yeah I tried both on Brave and on Edge.

This month, last month, and the month before, same behaviour I reported on this ticket.

 

Then after writing this ticket, I tried on my phone.

I downloaded the TPG app but the billing section forced me to go to to the website.

So I tried via the website on my phone, maybe either Brave browser or Duck browser, and indeed the error message there was different, something to do with authorization with a zed.

I tried attaching the phone screenshot to my ticket but I wasn't able to.

 I just found the screenshot and I'm attaching it here now, the phone screenshot.

 

I just tried updating the credit card details again now before sending this message and I got the same glitchy behaviour. When I click the button to submit my details, a msg just flashes for a split second and then it lands in a completely blank web page with the URL https://cyberstore.tpg.com.au/register/tokeniser.php

 

By the way I tried attaching a .jpeg screenshot and I got an error message saying it doesn't accept .jpeg.

So I had to manually rename that to .jpg.

This form should just accept .jpeg.

Luckily I'm a bit of an advanced user, but if it were a techtard, they'd be completely lost, it should just accept .jpeg.

Shane
Moderator

Hi @riluma ,

 

You can also try to use a different browser (Chrome, Opera, Mozilla Firefox or Microsoft Edge) there is a possibility that it is caused by compatibility issue on the browser being used. 

 

Regards,

 


@riluma wrote:

yeah I tried both on Brave and on Edge.

This month, last month, and the month before, same behaviour I reported on this ticket.

 

Then after writing this ticket, I tried on my phone.

I downloaded the TPG app but the billing section forced me to go to to the website.

So I tried via the website on my phone, maybe either Brave browser or Duck browser, and indeed the error message there was different, something to do with authorization with a zed.

I tried attaching the phone screenshot to my ticket but I wasn't able to.

 I just found the screenshot and I'm attaching it here now, the phone screenshot.

 

I just tried updating the credit card details again now before sending this message and I got the same glitchy behaviour. When I click the button to submit my details, a msg just flashes for a split second and then it lands in a completely blank web page with the URL https://cyberstore.tpg.com.au/register/tokeniser.php

 

By the way I tried attaching a .jpeg screenshot and I got an error message saying it doesn't accept .jpeg.

So I had to manually rename that to .jpg.

This form should just accept .jpeg.

Luckily I'm a bit of an advanced user, but if it were a techtard, they'd be completely lost, it should just accept .jpeg.


 

riluma
Level 2

Hi Shane

 

I private messaged you as per your suggestion.

 

I understand your suggestion below about trying other browsers but I don't agree with it.

I had already reported that I tried both on Brave and Edge - just Ctrl+F the name of these 2 browsers to find my mentions to them on my history. And Edge is a chromium project already. 

I remember this bug happening with Firefox when I used to use Firefox many months ago. 

 

I don't think any QA task should be fall on the poor end-user. It's not up to me to be testing this.

I understand your intention of pointing me to different alternatives, but I don't want to be using an odd browser just to update my credit card details for a single company.

TPG itself, or whoever TPG hires as their web developing company, should thoroughly test several browsers, as basically you guys are the internet. 

 

I've done my bit, I'd reported this via the phone via the Philippines contact centre and I already expected that would get nowhere given their processual distance to actually dealing with decision making people in the head office in Australia, and just being an outsourced company.

 

With these enormous companies like TPG, it's a bit of a lottery to find out what is the magical communication channel that actually reaches the people who have the power to enact any change.

So at least for TPG this forum seems to be the case. But I'm basically thinking of going back to iinet as both companies share the same infrastructure, and this nuisance also was the trigger for me to look for other providers. 

Shane
Moderator

Hi @riluma,

We realised that your issue has been resolved by our...blah


We appreciate your feedback.. we assured that we will pass this along to our management and deve team to assess and check the issue you experienced on your end.

 

Regards,

 

 

 

Hi Shane

 

I private messaged you as per your suggestion.

 

I understand your suggestion below about trying other browsers but I don't agree with it.

I had already reported that I tried both on Brave and Edge - just Ctrl+F the name of these 2 browsers to find my mentions to them on my history. And Edge is a chromium project already. 

I remember this bug happening with Firefox when I used to use Firefox many months ago. 

 

I don't think any QA task should be fall on the poor end-user. It's not up to me to be testing this.

I understand your intention of pointing me to different alternatives, but I don't want to be using an odd browser just to update my credit card details for a single company.

TPG itself, or whoever TPG hires as their web developing company, should thoroughly test several browsers, as basically you guys are the internet. 

 

I've done my bit, I'd reported this via the phone via the Philippines contact centre and I already expected that would get nowhere given their processual distance to actually dealing with decision making people in the head office in Australia, and just being an outsourced company.

 

With these enormous companies like TPG, it's a bit of a lottery to find out what is the magical communication channel that actually reaches the people who have the power to enact any change.

So at least for TPG this forum seems to be the case. But I'm basically thinking of going back to iinet as both companies share the same infrastructure, and this nuisance also was the trigger for me to look for other providers. 

babble
Level 2

Just some text I sent TPG today when completing a feedback survey about my phone call with them:

"I needed to change my credit card details as my last card was cancelled due to fraud. When I tried on your website I got a blank screen or it returned to the change details screen [your description is better than mine - that's what happened to me]. I tried in an incognito window (Chrome, OSX) so no plugins were in use, but it still would not work. I even tried on my phone (Pixel 3) using your app, which directed me to the mobile website (Chrome) and that didn't work either. So I had to change my details via phone. The representative was fine, but I should be able to change credit card details on your website. I managed to change them on 13 other company's websites with no problem. I believe this happened last time too [earlier this year]. You are a $108 billion company. Please fix your website."

 

I even used a different browser to you. When I raised it with the person on the phone they were clueless, suggesting there might have been an outage. I then realised it was pointless raising it with them. Did you manage to find an ISP that has a website that works (the irony!)? Imagine suggesting someone try a different browser because a basic website function does not work. All I want to do is give TPG my money!

Ahra_G
Moderator

Hi @babble

 

We welcome all feedback as hearing from our customers is the best way we can improve our business.
 

We have created Community articles on how to manage your TPG account online:

 

Should you require further assistance, you may reach out to us again or you may check out our self-help options located here: http://tpg.com.au/support

 

 

Regards,

Ahra_G