Hi guys, I was approved for financial hardship last friday or saturday (12th or 13th June 2020). Since then my internet and my account has been disconnected on wed 17th even though I have been approved for financial hardship some days before this. Yesterday, thursday 17th, I tried to contact customer support online about my issue via live-chat. live-chat told me to ring financial hardship. I rang financial hardship. they said I had definitely been approved for financia hardship and I should call customer support. I called customer support and was told that my account was fine. they then gave me what I suspect is a fake employee number, which I can quote if needed. at some point they transferred me but assured that I would be called back. I rang customer support again later that evening before the day was over. after multiople transfers and re-telling my story, giving personal details, and account information many times I eventually was told that my account was maybe fine, maybe not, oh, now it's cancelled even though I am on financial hardship. I now owe a $315 disconnection fee too....
So now they tell me that I have to sign up to a new account if I want Internet at all??? I need to get back to working from home so I need the internet for income.. Plus the kids were a huge pain haha. So I had to sign up again hoping to be re-connected in order to work today. this cost $100 but they said they would remove the $314 disconnection fee (which I believe is not my fault).
It is 12:20pm on friday 19th june and I still have no internet connection through tpg/broadband. None of this was my fault and Ive had to spend 2 days not working and 1 whole day on the phone and the internet trying to find out what's going on. Is this normal? I'm very upset with the way that TPG has handled this situation.
