Hi guys,
I changed my NBN provider from tpg to belong last Oct, and just found out they still charging me for the past 6 or 7 months on my credit card. Emailed and they refused to refund saying that I should inform TPG when I transferred out from them. When TPG approved the transfer request from my new ISP, shouldn’t they automatically stop charging for the service they did not provide? What the chance can I get my money back, if I argue with them like really hard?
Have you called TPG or just emailed? If they have not provided a service then they can't charge. I would speak to their complaints department and if you don't get a refund then I advise them I am lodging a complaint with the Telecommunications Ombudsman. Lodge a complaint here https://www.tio.com.au.
Called first and was told this sorts of issues can only be solved via email.
just complain to ombudsman, let them handle it TPGs customer service is 1/10.
TPG was charging me twice a month for 2 odd years before i realised, they must have cut and paste my credit card into another persons account, who lived in WA, but the best thing was they wouldn't remove my CC from that persons account / refund me, once i informed them as they needed their permission, so i went to to ombudsman and pretty sure they got in trouble maybe fined, and i got all my money back.
For NBN, depending on the technology, you can have up to 4 connections (is what I've been told). So one would actually have to disconnect separately to getting another connection.
Is the service still connected and operational?
I think it’s HFC. I also had VOIP with Tpg, which is disconnected right after the switch though
Yep, definitely HFC.
@kukul: Then it should have been cancelled, and according to NBN probably has. I did't contact me RSP when I moved my HFC service. It's similar to mobile phones, no need to contact the previous provider.
I think it's only FTTP that can have 4 active connections.
NBN Wireless can have up to 4 as well.
I cancelled myself a couple months ago. You might have trouble as it is possible to have multiple services to one address.
I would try doing a chargeback with the CC.
I used this link which is nowhere on their site. It takes 30 days for the service to disconnect.
https://cyberstore.tpg.com.au/your_account/cancel.php
I had this argument with Internode (who are part of TPG) when I changed ADSL2 providers a few years ago. They put up the same argument - not our fault, you should have told us. I argued back that they had sent an SMS and email advising that they'd had a transfer request (i.e. how can they claim they didn't know), and the fact that clearly their system would show that I have no connection with them (as you can only have one ADSL2 connection on a line). They insisted that they wouldn't refund - threatened that I'd escalate to the TIO and they folded pretty much immediately.
The TPG T&Cs require 30 days notice of leaving in writing. It's a joke (and I'm a TPG customer).
Why don't you check your CC every month? While TPG are a bit rude in their requirements, you have a personal responsibility to make sure you aren't being charged inappropriately.
In the past 12 months I've found $10k+ in incorrect charges on my CC. All refunded.
10k+ good on you
$10k!?!? Who are you giving your details to that you've had that much fraud?
Mate, I don't know what the hell is going on. I've always been really careful with my CC. I'm at a loss where the problem might be. I'm now on the 4th card in 12 months. It's mainly since Coles Mastercard was sold to CitiBank but maybe that's a coincidence.
Here's the odd one. I went to India for all of February. While I was gone I got charged for $3k in home furnishings from a shop in Melbourne (I'm in Sydney) and $98 from telstra (haven't been a customer for 13 years). No indication of any fraud within India although my GFs CC got totally hammered halfway through the trip.
Easy the scammer (or relative) moved to Melbourne with the proceeds (Via the economic migrant visa program) and needed new furniture when they arrived.
@RockyRaccoon: In such a fraud scenario, is the bank out of pocket or the merchant / retailer (if the bank issues a charge back)?
What do you mean 30 days notice of leaving in writing is a joke can you please elaborate. My dad used to be with TPG for ages, after being sick with dodo's overchanging. I was the one who thankfully took ownership of NBN in my household, and now getting best NBN deal NBN25/5 Superloop for $44 ish something (only for limited time though, hopefully i will find some other deal at end of july, otherwise i'll come to belong's $55 plan how's Belong's service BTW?
From my experience, TPG are the only ones that require 30 days notice in writing. Any other Telco I've dealt with (which isn't a lot) is happy with a phone call when you wish to terminate their service.
I've found TPG good as a service but I know that varies between regions / suburbs / exchanges.
TPG were great in the old ADSL days! I had TPG for a couple of years, they were so so with the occasional need having to scream at them that the speed had gone below 30% and after doing that it went to full scale for a couple of months before dropping again. Calling them was a silly 30 min every time with 3 departments going to ask me the same question again and again. Now gone to Mate. They are friendlier but still needed 2 lengthy calls to enable the actual signal only to tell me No Churning all my problem to get rid of TPG. Covid made it impossible to either talk sense or get more than a generic email. So I contacted the TIO. No response for a week! @ days before cc due I contacted Combank asking how I can stop the card issue. They were quick to tell me that TPG was their no1 offender and arranged for a new card. Same afternoon TPG ran and said they will refund me a month but it would take 3 weeks. Next day I got a text saying they had refunded my card. A week later the new card arrived with a months TPG charge on it! BTW their fix line had free calls exept 1300 numbers. Once I had the QLD govt on hold for several hours and TPG took another $28 onto my card for the call charges. Would I ever reccoment them? Hell NO!!
Agreed. TPG is only good for a purpose. If the deal is undeniably cheap AND you have zero issues.
Australian law clearly states that TPG cannot charge for a service which they dont provide.
And CORRECT, you DONT have to contact TPG to tell them you are changing suppliers. They are notified in advance so they know you are planning to switch.
Get onto TPG and ask for someone SENIOR and state the law to them and that they have been notified otherwise the switch would not have been made.
OMG such incompetent people running customer service these days
Exact same thing happened to me where TPG kept charging my CC for a few months. I can't recall exactly how it was missed, but I do remember the charge on my statement did not say TPG, so to cut a long story short I put in a dispute for a chargeback as I couldn't identify the charges and Citibank could not or would not tell me it was coming from TPG (sneaky bastards). Anyway, after some back and forth with Citi, I got the money back, and mind you, while this was all going on, TPG was still charging monthly.
Cancelled NBN with iinet about 12 months ago and moved to Optus wireless internet. So, a few weeks ago I received a $600 invoice from iinet for the VoIP service which was included with NBN. I never used the service because I have a mobile phone. No calls were recorded on the invoice. I sent numerous emails to iinet and called its deplorable customer service centre in South Africa many times. Iinet responded by charging the invoice to my credit card. Fortunately, my bank reversed the transaction.
TPG is the worst. I did cancelled my service last Dec and noticed they still charging me til April. Requested refund but they only did for a month. They are scam.
Why wouldn’t you contact your old provider and cancel the service, it’s only 1 phone call (yes you might have to wait a while on hold). When I went from Optus adsl to Vodafone nbn I rang Optus to cancel my service, after the Vodafone nbn was connected and working. I then logged into my online account and cancelled the direct debit. The following month a got a bill from Optus (as they couldn’t direct debit anymore). I rang them up and told them that they actually owe me money because I cancelled my account part way through billing cycle, they said that it takes around 1 month for the accounts to finalise. The following billing cycle I got a bill with a credit on it then a few weeks later it got refunded to my cc. So my advice is when you cancel a service don’t assume anything, it’s much quicker to ring and wait on hold for an hour to cancel your service then ringing numerous times later on and contacting the tio or cc provider trying to get your money back. Also cancel the direct debit either on line (easier) or over the phone.
Will do next time…
Charges should have stopped after you switched ISP’s, if they refuse to refund then contact the TIO or see if it’s possible to do a chargeback with your bank.