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Thanks for raising this to us. All TPG services are prepaid. Customers must pay the monthly recurring charges in advance. If you wish to use the service for usage that is not part of the included value your plan. You will need to have a Prepaid balance to cover the excess charges.
If there is insufficient funds in the Prepaid Balance, you won’t be able to use their service for excluded or excess usage until you add value to their Prepaid Balance. Unfortunately, there is no automatic top-up for the Prepaid Balance. You may add a prepaid balance anytime via My Account on our website.
We did an article that you may find helpful. This will guide you on how to dd a prepaid balance.
Let me know how it will go and should you require further assistance.
We're sorry to hear about the inconvenience this has caused.
We would like to help you reach the best possible resolution without you having to approach the independent umpire, escalating internally may also result in a much quicker resolution timeframe.
We'll chase this with our Mobile team and have someone to call you within the day to discuss this further.
We understand that our Mobile team has been in touch and discussed the case.
They'll provide you with further updates via email as soon as it becomes available.
In the meantime, if you have any further enquiries or require general information on the matter, contact us here and we'll be sure to get this coordinated for you.