I am truly disappointed as I have been with TPG since 2005. There seems to be no regard to my 15 years of being a customer that has always paid my bill promptly.     ... View more

This is a copy of the email from TPG back in 2013. The amount was reduced from $500 to $100 but the agreement is that it is to cover any excess charges whilst roaming and the balance shall be refunded at the end when I cancel the roaming.   Dear Customer,   Thank you for activating international roaming on your TPG mobile via the "your account" section on our website.   A Prepayment Outside Included Value of $500 is required as an upfront payment which is added as a credit to your account before we will activate the service. The Prepayment will top up to $500 as it drops below $100. The unused Prepayment minus $20 kept as Prepayment Outside Included Value will be credited back to your account 1 month after you have deactivated International Roaming. This is to ensure we have received all of your call records from overseas carriers.   International Roaming allows you to use selected services while overseas with your mobile phone using your existing mobile phone number. The services available are dependant on the country you are roaming in.   WARNING: Charges for using this service may be significantly higher than you have previously experienced.   Please check call rates at www.tpg.com.au/mobile/intlroaming   By enabling International Roaming, you are liable for International Roaming charges.   If you have any questions please call Mobile Customer Support on 13 14 23.   Regards,   TPG Mobile Customer Support Team   11/8/2013   I believe we may need to get the Telecommunications Ombudsman involved in this matter.   Thanks   ... View more

Hi Angeli   If what you have said is correct, please arrange to refund the $120 that TPG has debited from my credit card on 17 Dec 2019 (without my authorisation).   I would appreciate a quick resolution.   Thanks ... View more

Thanks Jhoey.   I can confirm that the $120 has been refunded now.   How about the prepayment amount of $100 that was deducted from my account back in 2013? When can I expect the refund on that?   ... View more

Hi Shane   What a disappointment!! Charm turned out to be the same as the other 2. All they give is lip service and assurances that are never kept. She informed me that she has processed the refund and I should get it within 3-5 working days. That was nearly 2 weeks ago.   I thought at first those 2 were just incompetent but I believe now that this must be the company  policy - just keep lying to the customers and hopefully we will forget about it over time.   Please relay this message back to the support dept. I believe I have been really patient and fair by giving this matter more than 5 weeks to be resolved. I would appreciate resolution within the next 5 working days. If not, I would have no choice but to refer this matter to the Telecommunications Industry Ombudsman. ... View more

Hi Shane   Thanks for arranging the call back. I have spoken to Charm and she has assured me that she will look into the matter for me again. Hopefully this is third time lucky for me as the 2 previous calls with Jonathan and Mica did not manage to resolve the issue.   Thanks Fook ... View more