We will treat this as a complaint. Let help get to the bottom of this and see the status of the NBN application. To better understand the situation. Could you shoot us a PM with your details.
I am writing to put in a formal urgent complaint about the service that I have received since day one I tried to connect the internet service with TPG. On 17/11/22, we paid total of $189.94 for the FTTB M Bundle service. However, we did not hear / see any progress for the modem or information regarding the set up of the internet until we rang up on 28/11/22. On 28/11/22, we rang up the customer service and they said that they would get back to us regarding the status. Since then, we rang up everyday for at 1-3 hours to chase up and no one from TPG would be able to provide me any answer / update. On 5/12/22, we decided to cancel the service & requested for full refund, because we had no choice. Since 28/11/22, we rang up everyday on 131324 and wait for at least one hour to chase up the status of the cancellation, but TPG promised to call back or progress with the application of the cancellation and there is still no progress.
I need this to be resolved now, without you give me a formal notice I cannot join with other internet provider and I need the refund now to be able to support my living.
I am very angry and sad that how TPG treated us as a customer. I will do everything I can to chase my money back and cancel the service with you.
I sent this email two days ago, still no feedback and few emails since the 28/11, still no feedback. Is there any company worse than TPG?
15/12/22: we sent the user details to TPG at 16:00 after posting here and TPG said that they will raise the cancellation request with their team and get back to us when the updates become available.
At the same time, the cancellation request sent on 05/12/22 to the customer service email as stated in TPG website, we still don't get any response. Between 28/11-14/12/22 we rang there up through 131423 as stated in TPG website and emails, we stopped to ring today on 15/12/22, lets see how this is going and will give everyone here update, so people can see how TPG handle their customer in Australia.
16/12/22: TPG finally call us, at least one step forawrd, but the email they sent us to arrange for the return of the hardware with the statement below;
Please note: A Non-Return Fee of $99.95 may apply if your hardware is not returned to us by 06-01-2023. Any applicable Non-Return Fee will be added to your next bill.
I dont agree with this, cos we did cancel the service and the hardware still got sent to us. Why would we get charged for any fee for someone else mistake? I can only help them to return the hardware without charging TPG for our time and cost, not sure how/what make them think this is their right to charge us for nothing done by them, but costing us lots of time to chase up and making our life harder.
Secondly, we still dont know when we will get the refund back?! Seems like we are still going around the circle. This is 22 workings days since we paid the fee on 17/11/22 and there is still no real progress.
@cindytony01, one of accounts specialists has been assigned to process the cancellation of your account. Once this is complete, refund will follow.
You will also receive a prepaid shipping label in the next few days which you can use to send the modem back to us.
I am sure you understand why I dont trust TPG, I am sure from your record you know how many time I rang up the customer 131423 and email I sent to your customer sercice and customer relation, but there is still no movement at all.
I want a date for when the money will go into my bank, that money doesn't belong to TPG. This is 10 working days from the cancellation of the services and 22 working days since we paid the fee.