Feeling really frustrated

[Will]

Hi @Needmydata,

My apologies that they were not able to contact you at the requested time in the morning. I can see, however, that they were able to reach you earlier at around 3:30PM SA.

You were advised by the Mobile Specialist that usages were valid, but will have it raised for further assessment.

In addition, a Complaints Resolution Case Manager has already been assigned to you. She will be your contact person for this case. Updates will be provided to you via email or phone call.

For other concerns, feel free to leave a comment so we can look into it.

Regards,

[Needmydata]

Yes spoke to someone who was lovely and polite at 3:30, she offered the $10 back for the extra gig I got which I'm happy with.

She says the site said I used the whole gig in 12 minutes yesterday, now that in itself should tell you something is wrong.

From my end, the job I do, I did a full day today minus the hour I waited for the phone call this morning from you. I used 300 mb.  as said previously in the years i've done the job, 4 gig has lasted the whole month for me doing the work. Including using facebook and emails, I don't use many other apps at all but always turn them off when not using them.  The other workers, I've been in touch with, they use 300-400 a day as well.

I've had samsung check that no apps are chewing up data, apple check my ipad the same so it all comes back to TPG clearly charging incorrectly.   just posting it here so maybe it can be fixed or looked at so others don't get caught out like I did.

[Anonymous]

Hi @Needmydata,

Thanks for the additional details. We will pass this to the assigned Complaint Resolution Case Manager handling this case. Further updates will be provided when is available.

Cheers!

[arien73]

wow, this is really interesting to read.; Thank u @Needmydata, as i always believed that tpg itemised billing shld be 100% correct but after reading yr case now i really have some doubts. Moderator can you please keep us posted the result at the end of this investigation?

regards,

L

[Needmydata]

After emailing all of the correct information and facts about testing etc that I had done, and that I was not downloading anything, I was just uploading 15-25 images on an app, I still got an email asking me what I was downloading and telling me that I was using the data so they were not even reading my emails properly, it was just wasting so much time of mine.

Fact is, in 12 minutes at work I use 1gig with TPG and way more than 10 gig before the month is up.

doing the same work with Virgin for over 4 years I never went over 4gig

doing the same work with Boost and Telstra I can do a whole day of work and only use maximum 200 mb

they refuse to believe it is something wrong at their end, I've now changed companies as I need to do my work and cannot have the data keep barring me when it runs out magically.

I had to go through the ombudsman as the website clearly states no lock in contracts all over it but they wanted to charge me $11 to get out of the contract, they've said they will honour that, I'm yet to see the money plus I was already with Boost in May and still charged for June with them and I was told I'd get the $10 data pack reimbursed which has not been so am currently following up.

[Riezl]

Hi @Needmydata, we have also made a follow up with our Complaints Resolution Team and the case manager will provide further updates via email regarding the matter.

Should you have further queries, you may contact the case manager directly via return mail. Thank you.

[0409266818]

I can confirm that this is still happening

I too was lured in by TPG marketing - $30/m for 25G but only pay $15/m for the first 6 months. Now in my second month (only 7 days in) and my 25G limit has been reached again. The first month i was surprised but I gave it the benefit of the doubt and thought maybe I used more than usual. For reference i was with Aldi for 3 years on 25G a month. And never went over. Never paid for extra data. So you can image how surprised I was with month 1 woth TPG. Again benefit of the doubt I was like meh I probably used more.

Now only 7 days into second month and I've completely used up 25G, that didn't add up to me.

So I wanted to get a itemised breakdown - they only have it per day. So that doesn't help. I haven't changed anything significant. I watch YT videos of my fav niche sport as per usual but never went over previously. I use to watch it 1080p but was careful this time becuase of 1st month overrun - changed it to 480p yes was very painful and still managed to go over.

Rang up customer service and got the same unhelpful speil.

It's just hard to believe that not much has changed and yet I've overrun in such a short amount of time.

I'm not recharging and already looking for other service providers. Honestly there's a reason a lot of people stick with the big providers.

Very unhappy

[Anonymous]

Hi @0409266818 

Let us help understand the mobile data usage of your service and see what we can do. It is possible that there are some running application on the smart phone's background that might consuming mobile data. 

Could you send us a PM with your details?

How to send a PM? 

Regards,

[0409266818]

No

Like I said previously and as this person has experienced the same thing, nothing has changed on my end bar the provider (TPG)

Why do we have to pm you - keep it open here for transparency. Let's not hide in private messages. Happy to be wrong, I just want an honest answer and or solution

How can you help?

[Anonymous]

Hi @0409266818 ,

We can help coordinate this mobile data usage with our mobile team for investigation; however we cannot do that without pulling up any account information to begin with. 

We will wait for your details.

Regards,

No

Like I said previously and as this person has experienced the same thing, nothing has changed on my end bar the provider (TPG)

Why do we have to pm you - keep it open here for transparency. Let's not hide in private messages. Happy to be wrong, I just want an honest answer and or solution

How can you help?