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Moved to Novus

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Brownies
Level 2
Level 2
‎31-07-2024 08:06 PM

This is ridiculous. I verified my identity and asked for the debit details to change but the reply I got was 

 

"Hi,

Thanks, your proof of identity has been verified by our Privacy Team.

This service has been disconnected.

If you have any other concern, you can now contact our Customer Service Team at 13 14 23.

Kind regards,

Sarah"

WTF! I am keeping the number active and have no issues to continue paying, WTH would TPG disconnect my service? Do you guys know how to do your job? Please sort your sh*t instead of giving the customer unnecessary hoops to jump.

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kate_
Moderator Moderator
Moderator
‎01-08-2024 09:42 AM

We want to check out what happened here, @Brownies. If you can send me a PM, we'll take a look at your account and chat some more about what's going on. 

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Brownies
Level 2
Level 2
‎29-01-2025 01:20 PM

This is the worst experience ever, for anyone reading, DO NOT trust TPG help. Sequence of incidents:

  1. Activate Roaming and paid 500 AUD as security deposit in 2018.
  2. Fast forward to 2024, my credit card expired so I tried to change it on their website.
  3. The website said that my account has "moved to novus"
  4. Contact the community and _Kate responds
  5. PM _Kate and she tries to verfiy my account and tells me that my service is disconnected as the payments weren't made.
  6. Told her that if my service was disconnected then why weren't the 500 AUD (or the balance) refunded because I was on a 1$ per month plan and had paid every month on top so the 500 was definitely not consumed as I didn't use the mobile for anything but receiving OTP messages from banks. Also told her that my service is still working because I still get the "Welcome to HK" messages (that's where I'm living), which means it isn't disconnected. I even asked _Kate why did they disconnect when they could have taken the 1$ per month payment from the 500 deposit (it's been only 6 months, so 6$) but no response.
  7. _Kate doesn't provide any answers but transferred to tech and asked me to call customer care from overseas.
  8. Tech asks for a screenshot of the messages last week.
  9. I provide the screenshot and AGAIN ask why the 500 AUD wasn't refunded
  10. NO REPLY
  11. This morning, my TPG service is disconnected.

 

So instead of helping me out and answering my questions, they just keep the money, disconnect the services and don't even advise me on ANYTHING!

 

Worst Support EVER!

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