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Multiple unauthorised direct debit charges - I'd like to walk away from the contract

Level 2

I had 2 addresses - one in Melbourne VIC (ADSL where I was usually getting 25 Mbps) and one in Sydney NSW (cable where I was getting 112 Mbps) - both services were with Telstra. I was due to switch to NBN. I found out that the NBN plans are pretty expensive and at that time I thought I will save a few $$$ so I decided to go with TPG for my new NBN connections. I have chosen NBN50 plans for both of my addresses (on 6 months contract for $69.99/month). The installation was pretty smooth. No problem there. After about a week of being on the TPG NBN50 plans, I was very disappointed. The speeds were insufficient, lots of services were loading very slow, I couldn't even load some streaming servicer through my Apple TV or was constantly getting some error messages. This was very frustrating so I decided to change my plans to TPG NBN100. So I contacted TPG and asked them to change the plan to NBN100 but to honour the special price they run which that plan which is $69.99 for 6 months. First, they didn't want to change this but then they agreed to change the plan and hon our the special price for the next 6 months due to the fact I was an only new customer for couple weeks at that time. The person I talked at that time came up with some complicated process where they have to create new accounts for each of my addresses with the NBN100 plans on it, get them active and then they would delete the accounts with NBN50 plans. Sounded strange to me but I agreed. After that, I have received a couple of emails with some generic info about the new accounts being created and to set up new direct debits. I did what the emails asked and waited. I checked the status of the "installation" every day multiple time but no change. Until today when I logged to my online banking I 3 charges from TPG. Two for $89.99 (the regular price for the NBN100 plan) and one $69.99 charge (I assume that's the special price for the NBN50 plan).


I have called TPG and spend over 1 hour speaking with someone. Actually with 3 different people. The last person was assuring me they are looking after me but most of the time didn't understand what he was doing me thinks. He wanted to send me new modems and kept telling me we need to wait for the modems and activate the service even though both of the addresses have active TPG NBN50 plans with their modem. 


I wish I have never signed up with TPG. I wish I was never locked in the contract for the next 5 months. Those extra $$$ I am saving with TPG are SOOO NOT WORTH the trouble I am currently having.


I wish I could leave TPG. If this will continue I will have to go to ACCC and get some resolution because this is NOT service I signed up to.

Level 2

Now the internet services on neither of my addresses work! The one in VIC since yesterday and on my NSW address from today!!


This is appalling! I have spoken to 15 people already since last week! This is UNACCEPTABLE!


I demand to be released from your contract so I can go back to Telstra! 


Hi @tomnem,


I responded to your initial post located here, we'll be closing this thread to avoid redundancy and confusion. We'll provide you an update when it becomes available.