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Stop schedule deduction from my card and it is reasonable refund the last week fee

Highlighted
Level 1a

As title, here is what happened to me and I think it is not reasonable:

1 I have shown that I would like to terminate service till 12 Oct. ie end of the last month cycle. It has been more than 7 days. 

2  I cannot use the service till 12 Oct.  The reason TPG mobile support told me is that since TPG cannot stop the system to deduct from my credit card on 6 Oct. 
3 I request refund the rest 7 days service fee (from 6 Oct- 12 Oct)  since I have to pay a month (4 weeks) service but only can use 3 weeks.  
4 mobile support told me that T and C is below
"17.1 Either party may terminate a Mobile service by giving at least 7 days written notice to the other party. You must pay for charges for the Service up to the end of the notice period."
 mobile support concluded that 
"The above Terms and Condition means that a customer should submit a cancellation request or port out the number at least 7 days prior to the renewal or expiry date of the account should he/she does not want the account to be renewed for the next billing period."
5 Based on his saying above, that means TPG always earns 7 days billing since I have to port out 7 days before the termination of the contract. 
 
from TPG website   https://www.tpg.com.au/support/service_cancellations.php
When can I cancel my TPG Mobile service?
You can contact us anytime to cancel. You may choose for the cancellation to be in effect at the end of your billing cycle or immediately. Please note that even if you choose to cancel your service immediately, the monthly charge for your current billing cycle will not be refunded.

Your monthly fee is charged 7 days in advance. We recommend that you give us at least 2 weeks cancellation notice to avoid being charged for your next billing cycle.
 
 
What happened to me is :
Now I have provided cancellation notice more than 2 weeks earlier. TPG are supposed to be able to cancel my next billing cycle. I am asking for an email to confirm this but still not available. It is definitely not fair for consumer.
I ᐧ
3 REPLIES 3
Highlighted
Moderator

Hi @les2 ,

 

Thanks for raising this to us. We'd like to take this opportunity to turn around your experience. To better understand the situation, send me your account details together with the mobile number of the account, also include your best contact number and preferred time.

 

We'll raise this to one of our Mobile Specialists and have them contact you.

 

Regards,

 

How do I private message (PM) in the community 

 

Regards,

 


@les2 wrote:

As title, here is what happened to me and I think it is not reasonable:

1 I have shown that I would like to terminate service till 12 Oct. ie end of the last month cycle. It has been more than 7 days. 

2  I cannot use the service till 12 Oct.  The reason TPG mobile support told me is that since TPG cannot stop the system to deduct from my credit card on 6 Oct. 
3 I request refund the rest 7 days service fee (from 6 Oct- 12 Oct)  since I have to pay a month (4 weeks) service but only can use 3 weeks.  
4 mobile support told me that T and C is below
"17.1 Either party may terminate a Mobile service by giving at least 7 days written notice to the other party. You must pay for charges for the Service up to the end of the notice period."
 mobile support concluded that 
"The above Terms and Condition means that a customer should submit a cancellation request or port out the number at least 7 days prior to the renewal or expiry date of the account should he/she does not want the account to be renewed for the next billing period."
5 Based on his saying above, that means TPG always earns 7 days billing since I have to port out 7 days before the termination of the contract. 
 
from TPG website   https://www.tpg.com.au/support/service_cancellations.php
When can I cancel my TPG Mobile service?
You can contact us anytime to cancel. You may choose for the cancellation to be in effect at the end of your billing cycle or immediately. Please note that even if you choose to cancel your service immediately, the monthly charge for your current billing cycle will not be refunded.

Your monthly fee is charged 7 days in advance. We recommend that you give us at least 2 weeks cancellation notice to avoid being charged for your next billing cycle.
 
 
What happened to me is :
Now I have provided cancellation notice more than 2 weeks earlier. TPG are supposed to be able to cancel my next billing cycle. I am asking for an email to confirm this but still not available. It is definitely not fair for consumer.
I ᐧ

 

Highlighted
Level 1a

Tried to pM but system shows this :

You have reached the limit for number of private messages that you can send for now. Please try again later.

Highlighted
Moderator

Hi @les2

 

Could you please try to send a PM to me with your account details?

I'd like to look into this case further and see what we can do to come up with a reasonable resolution.

 

BasilDV