Refund issue

[riponcep]

Hi
I have not received any expected service from the beginning of my adsl activation date 5th of December (even no minimum service for a couple of days). After contacting several time with the technical staff and manager, they were failed to provide me the service and decided to refund me all the money that TPG charged me. However, yesterday, I saw TPG refunded me $239.93 which should tobe $299.92? Could you please explain to me where is my $59.99? After contacting several time and emails why you guys are doing this to me? Because of TPG, I cancelled my $200 connection with Optus, and I didn't ask for any refund for that loss from you! Please reply me as I don't want to waste my any more time with TPG. enough is enough!

my payment details
initial payment-$179.94
Jumping fee-$59.99
advance payment for January-$59.99
Total-$299.92

[BasilDV]

Hi @riponcep,

Welcome to TPG Community!

We apologise for the inconvenience this have caused you.

We'll investigate this further and provide you with updates once available.

Please shoot me a private message with the best number and your preferred E-mail address to contact you in case it needs to further discussion.

Don't know how to send a PM? Click here.

Kind regards,

BasilDV

[riponcep]

Thanks for the reply. I sent you my details. 

[BasilDV]

Thank you for sending your details via PM, @riponcep.

I'll forward this to our Accounts team and have someone to contact you within the day for further discussion.

Kind regards,

BasilDV

[BasilDV]

Hi @riponcep,

Our Accounts team tried to contact you earlier today to no avail.

They've sent you an email stating that the additional refund amounting $59.99 will be finalised within 3 to 5 working days on the same payment details on file.

Should you require further assistance, please respond to the email that was sent to you or let us know.

Kind regards,

BasilDV

[riponcep]

@BasilDV thanks for your steps. Yes, I got the email saying they will process it and I will get it within 2~5 working days. However, 5 working days gone and still, I didn't get my refund $59.99. I just checked my TPG account details and there is no new payment notification or transaction. I hope TPG should keep some of their commitment.

Waiting for my final payment.  

[BasilDV]

Hi @riponcep,

Our Accounts team was trying to contact you earlier to no avail.

We've sent a follow up with the refund and they'll be in touch for the progression of the request.

We sincerely apologise for the delay.

Kind regards,

BasilDV

[Anonymous · Accepted solution]

Hi @riponcep,

We can see that you have been in contact with one of our Account Specialists and discuss details about the refund. We'll keep an eye on this, further updates will be provided by our Accounts Team.

Let us know should you require further assistance.

Cheers!

[riponcep]

Thanks, guys. Finally, I have received my all money. 

[BasilDV]

You are welcome, @riponcep.

We wish you all the best with your new provider and hope that you will consider TPG again in the future we would welcome the opportunity to turn your experience around.

Kind regards,

BasilDV