charged for 2GB extra data block for billing period when I hadn't exceeded my included usage limits. WHY?

[sgmc1009]

I was informed by SMS that I was charged for 2GB extra data block for billing period when I hadn't exceeded my included usage limits. WHY?

[Anonymous]

Hi @sgmc1009 ,

Thanks for raising this to us.

I would love to help arrange one of our Mobile Specialists to contact you and discuss details about the charges on the Mobile Service. 

Drop me a private message with your account details (Username/Customer ID together with your best contact number and preferred time).

How do I private message (PM) in the community 

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@sgmc1009 wrote:

I was informed by SMS that I was charged for 2GB extra data block for billing period when I hadn't exceeded my included usage limits. WHY?

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[Anonymous]

Hi @sgmc1009 , please send us a private message with your TPG customer ID, Mobile Service Number (MSN) and complete address so we can pull up the account and help with your concern.

To send a PM, please refer to this link: How do I private message (PM) in the community

[J11334]

This same thing has happened to me

[BasilDV]

Hi @J11334

We've responded to your post here.

BasilDV

[robc]

I've noticed this seems to be a common problem, so will respond with my findings having got to the bottom of it, it seems. 

I also got two SMS messages with the same thing a couple of days ago - firstly saying my data was barred as I had insufficient prepaid balance, then another message half an hour later saying I had been charged for 2Gb extra data.  I checked my data usage which was not anywhere my limit.

I have just called TPG who said this was a known system 'glitch' and that if I stayed on the line they would raise a request to get my $10 refunded. 

As I work in IT, I quite understand that system glitches happen from time to time.  What I am not happy about here is why the onus was on me to spend half an hour out of my work day calling TPG to request a refund.  If this was a known system issue, why was I not sent a follow-up message to apologise, say a mistake had been made, to please ignore the SMS messages and that I didn't need to do anything and I would be refunded?   This is obviously an  issue that multiple people have had and I would expect TPG to be sending out some communications about this.  It's not good enough to stay silent on it and leave it up to individual customers to request a refund.  

[Anonymous]

Thanks for bringing this to our attention, @robc.

Drop me a private message with your account details (Customer ID/Mobile number) also include your best contact number and prferred time.

I will arrange one of our Mobile Specialists to contact you for further investigation with the usage of the Mobile Service.

How do I private message (PM) in the community

Regards,

I've noticed this seems to be a common problem, so will respond with my findings having got to the bottom of it, it seems. 

I also got two SMS messages with the same thing a couple of days ago - firstly saying my data was barred as I had insufficient prepaid balance, then another message half an hour later saying I had been charged for 2Gb extra data.  I checked my data usage which was not anywhere my limit.

I have just called TPG who said this was a known system 'glitch' and that if I stayed on the line they would raise a request to get my $10 refunded. 

As I work in IT, I quite understand that system glitches happen from time to time.  What I am not happy about here is why the onus was on me to spend half an hour out of my work day calling TPG to request a refund.  If this was a known system issue, why was I not sent a follow-up message to apologise, say a mistake had been made, to please ignore the SMS messages and that I didn't need to do anything and I would be refunded?   This is obviously an  issue that multiple people have had and I would expect TPG to be sending out some communications about this.  It's not good enough to stay silent on it and leave it up to individual customers to request a refund.