Hello, Just to give you some background on this matter:
I purchased an NBN bundle on 21 March 2019 for $199.94.
TPG assigned NBN customer ID #xxxxxxx.
I was later advised (i.e. after several transfers and conversations) NBN connection was not able to be connected due to issues with NBN CO. A TPG customer service representative advised ADSL2 was available and suggested that I should apply for a connection.
I was transferred to the ADSL2 team who promised a connection will be available at my address. I requested a refund for my NBN service, at this point the staff member advised this would be honored via a request from customer service. I was advised in order not to hold up the process that i purchase the ADSL plan prior to receiving a refund for the NBN plan.
I took the staff member's reassurance that it would be a quick process so I purchased the ADSL 2 plan on 5 April 2019 for $179.94.
TPG assigned ADSL2 customer ID # xxxxxxx.
My total payment to TPG being $379.88.
During this process I was transferred to multiple departments and finally disconnected 2 times (whilst attempting to request a refund). I advised the operator prior to transferring if I get disconnected please phone back, however no call back was received. This is extremely frustrating having to spend a considerable amount of time on the phone only to get passed on to other departments and receive conflicting incorrect information.
Today 16 April 2019, I contacted TPG to request an update with respect to my ADSL connection. Only to be advised that ADSL cannot be provided! I was advised by the TPG staff member that NBN can now be provided and that I should now cancel my ADSL service!
I hope TPG can understand the inconvenience and poor customer service I was provided with. REQUEST TO TPG
Cancel all aforementioned services.
Provide a full refund for the amount of $379.88 for services that were not delivered and/or provided.
Investigate this issue internally and ensure appropriate QC's are implemented to prevent other customers going through this ordeal.
I will expect a response and course of action within 2 business days. Regards,Mat
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