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NTD box is not available and TPG is blaming NBN

Moderator

Hi @satban,

 

Our sincerest apologies for the inconvenience. Definitely not the type of service we want to provide our customers. I have reviewed the account and learned that the funds from your NBN account was successfully returned via Electronic fund transfer yesterday (12/04/18) amounting to $109.99. There's still a credit of $99.95 on the account. It can be transferred to the new ADSL account once you've returned the NBN modem that we sent.

 

I will arrange a call from our Senior account specialist to look into the ADSL order. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.

 

Regards,

Moderator

Hi @satban,

 

I understand that our Senior accounts team has been in touch and discussed the process.

 

A manifest report has been requested in order to return the modem so you'll be able to receive the 2nd half of the refund.

 

They are monitoring the account and another call will be made next week.

 

Thank you for your patience.

Regards,

Level 3
Even though someone called and emailed the manifest return modem there is no refund in my bank account.

In the mean time my payment of another $299.89 was taken out on 13/4/18 from my bank but when I called TPG again I was told to wait for 4 more days for internal posting updates within TPG.
Till date I have paid whatever is to be paid with promptness only to be responded with more wait. It’s been a month and counting....
Level 1a

I guess this is what happens when our telcos start using off shore institutions to handle typically Australian problems. These same institutions come from another culture and are pretty much third world. They work by prompts on a computer screen, not the knowledge of the land. Wish we could wind back the clock where everything we relied on eminated from here, this country, not some noodle/curry economy

Moderator

Hi @satban,

 

The refund has been processed and it will take 3-5 working days to be posted on your account. Your experience is important to us and we will be keeping a close eye on your case and will provide you with updates where possible.

 

Cheers!

Level 3
Ok, but that did not help me in any way. The money for ADSL is taken out of my account on 13/4/18 with a $10 penalty because of the typo mentioned earlier. However, TPG cannot sort out their internal processing and wants the customer to continue waiting? How is this helping anyone?
Moderator

We apologise for the inconvenience this issue is causing you, @satban.

 

We will make a follow up with our Escalations Team and have the case officer contact you to further discuss the matter.

 

Should you require any assistance, feel free to drop us a message. Thank you.

Level 3

Its been more than one month since the NBN router was returned. In between, I have followed up with TPG and been told the refund is processed and will reflect in 5 days in the bank account. I am still waiting for $110 of refund from TPG.

 

There is nothing in my bank account after 10th April 2018 from TPG. It was the initial $109 refund for the modem. Isn't it disgusting that the customer has to follow up at every step for their money?

Moderator

Hi @satban, thanks for getting back to us.

 

We can see that the Escalations Officer tried to contact you on 17 April, but to no avail.

 

We will make a follow up and have the case officer process a call back as soon as possible to discuss the status of the refund.

Moderator

Hi @satban, we can see that the Escalation Officer has been in touch and discussed the concerns raised.

 

Should you require further assistance, please let us know. Thank you.