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cancellation of my account + services and how unfair i was treated

Level 2

To whom it may concern


Hi, my name is Stanley, i had recently cancelled my services with TPG due to how my interent service was transfered over to Optus without my authorisation where my internet was cut off on the 9th of November however recently i checked my bank account and found out that TPG still took the monthly 60 dollars away from my account which i find it very stupid as money was still taken away from my account where both my home-line and internet with TPG has already stopped working as my internet line was taken away. To be honest i was patiently waited for over 2 weeks for TPG to find a solution to fix this issue as soon as possible however the best reponse i had gotten so far was " please wait 24 to 48 hours". I am just simply amazed that is the only reponse i had gotten and nothing has really been done to fix this problem as soon as possible. I have been calling TPG daily to ensure that i am able to keep up to date regarding the current situation and hopefully get it fixed as soon as possible as a family member has entered HSC meaning that a lot of assignments and work that requires the internet. At the end result i was told i was required to wait a total of 1 month period for the internet + homeline to be active again. What i don't understand is that why money would be still taken away from my account if i can't even access the internet or phone. I was currently on a ADSL2+ and homeline bundle for 60 dollars a month with no lock in contract where i was told that was expected to pay a cancellation fee for something i don't even have at my home. I have already called and emailed TPG regarding how i felt because honestly i feel that i was treated very unfair for trying be understanding however i have reached to the point of just disappointment as i have been with TPG for a very long time as there has been no issue however this problem has caused a lot of drama within my household as a lot of daily activity that requires the internet cannot be accomplished. I am not sure if there is an cancellation fee since i wasn't in a lock-in-contract, can someone please clarify to me if there is a fee i am required to pay so that i am not charged additional fee for "No homephone or internet"

Overall i just hope that i am able to hopefully get refunded that 60 dollars that was charged on my account and is expected to not pay for any fee for cancellation as it makes no sense to pay for something that i am not getting. 

Warm regards, Stanley


Hi @Stanley17,


I can only imagine  frustrating your experience has been. I would love to help see what happened on the charges on the account and get the bottom of this. I tried to use your community details to pull up the account unfortunately no match.


To better understand the situation, I'd like to get your account details (Username/Customer ID or Contact number associated with the account).


In case you need a reference. How do I private message (PM) in the community




Hi @Stanley17,

Thanks for sending me your details and I apologise for the delayed response. I was able to locate your account using your community details and seen that you have been in contact with one of our Account Specialists. Please see my response to your Private Message for further details.

Let me know should you require further assistance.