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Cancellation of Mobile Service

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Level 2

I have been trying to cancel and close my mobile service account since Friday 15th May, 2020.  On that day, I managed to get through to a lovely customer service assistant who explained to me that the cancellation could only be processed by the accounts specialist department.  She transferred me the call to the specialist department but had to hang up after holding for close to 30mins.

 

On Sunday, 17th May, 2020 I called the customer service number and where I finally managed to speak to a Customer Service Rep, who promised that the Accounts Specialist Dept would call me on Monday 18th, May 2020 anytime from 1600hours.  Guess what, the Accounts Specialist Dept decided to call me at 0940hrs on Monday 18th May, 2020 which wasn't the agreed time. 

 

Finally, I then decided to try the live chat service. On live chat, a customer service rep provided an email address where I could submit the cancellation request. Following is just a short extract of the chat.

You need to send an email request to
•Kindly send the cancellation request 7 days prior to the end of your billing cycle.
•The mobile service will be cancelled at the end of your “paid period”.
•Unused Prepayment/Prepaid Balance will be expired..............
 
Later, that evening I proceeded to draft and send an email requesting for cancellation of mobile services and stopping of all direct debits in relation to this account effective the 18th May, 2020.  Since then, it has been a back and forth of emails asking me to provide my names, mobile number, reason for cancellation.  The latest email was asking me to reconfirm that I would like to proceed with the cancellation.  I feel like Im loosing my mind. 
I'm just soo... frustrated by TPG and would like to know what the next course of action is if this account is not cancelled by the end of this week..
 
Thanks everyone
 
3 ACCEPTED SOLUTIONS

Accepted Solutions
Highlighted
Moderator

Hi @6071825 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

View solution in original post

Highlighted
Moderator

Hi @6071825 

 

We can see your cancellation request is progressing, it can take a little bit of time.

I have passed this on to our cancellations officers and someone will contact you ASAP within 48hrs to help close your account.

 

Regards,

David_M

View solution in original post

Highlighted
Level 2

Hi Michael,

 

Thank you for your quick response and I really appreciate your assistance.

 

In your last email, you have adviced that someone will make contact in the next 48hrs to close the account.

 

As I have provided all the information required to cancel and close the account, I am not interested in speaking to anyone from TPG apart from email correspondence. 

The only confirmation, I want via email from TPG is that the mobile account has been closed as well as the effective date of cancellation.  I am no longer interested in taking calls from TPG. 

 

Once again, thank you for your assistance. 

View solution in original post

3 REPLIES 3
Highlighted
Moderator

Hi @6071825 


Thanks for your query!


Let me have a look for you, and I will get back to you ASAP.


There is also a new ''TPG Mobile APP'' to help you with various trouble shooting and account issues, via a mobile phone app.
https://www.tpg.com.au/download


Regards,
David_M

View solution in original post

Highlighted
Moderator

Hi @6071825 

 

We can see your cancellation request is progressing, it can take a little bit of time.

I have passed this on to our cancellations officers and someone will contact you ASAP within 48hrs to help close your account.

 

Regards,

David_M

View solution in original post

Highlighted
Level 2

Hi Michael,

 

Thank you for your quick response and I really appreciate your assistance.

 

In your last email, you have adviced that someone will make contact in the next 48hrs to close the account.

 

As I have provided all the information required to cancel and close the account, I am not interested in speaking to anyone from TPG apart from email correspondence. 

The only confirmation, I want via email from TPG is that the mobile account has been closed as well as the effective date of cancellation.  I am no longer interested in taking calls from TPG. 

 

Once again, thank you for your assistance. 

View solution in original post