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Was charged another month even though I called up to cancel my plan.

0608784
Level 2

I changed my plan to another provider as the network that TPG uses does not work well in my house.

 

I called up on 19th April to ask support to 1. ensure I don't get billed (my cycle usually occurs on the 23rd-25th each month) for any more months as I won't be using the service any more, and 2. to remove my debit card details from your system.

 

She ensured me she attended to both, and that if I ported to another carrier before the 30th (end of month), I would no longer be charged.

 

I ported to the new prodiver on the 24th no worries.

 

Then I got charged by TPG on the 24th for another billing cycle, AND a $11 admin fee. Your service team lied about attending to my requests (which I pre-emptively did to avoid this BS), and also didn't advise me of any hidden port forwarding fees (which I've never seen any other mobile provider charge).

 

How can I get:

1. The cycle bill refunded (on an account I no longer use).

2. A refund for the hidden fee.

3. My payment details removed from your file as I originally requested.

 

Thank you.

3 REPLIES 3
Riezl
Moderator

Hi @0608784 , we apologise for the inconvenience this has caused. We'd like to take a look at your account to better understand what happened and help get to the bottom of it.

 

Please send us a private message with your TPG customer ID, Mobile Service  Number (MSN) and complete address so we can pull up the account.

 

To send a PM, please refer to this link: How do I private message (PM) in the community 

0608784
Level 2

PM sent. Not sure where to find my MSN.

 

Thank you for your help

Riezl
Moderator

Thanks for sending the details via PM. We have coordinated your concern to our Mobile Team and a Mobile Escalation Officer will be in touch to address the matter.

 

Kindly await further updates within 24 hours.