TPG Prepaid Mobile - My Money Gone after Replacing Mobile Phone

dolphin17 on 25/01/2024 - 18:25
Last edited 25/01/2024 - 18:37 by 1 other user

As soon as I replaced my old 3G phone to a 4G smartphone, TPG sent me 3 messages within 3 hours- You used 50% of data, then 85%, then 100% of data. All this was happening when my phone was not in use.
Then I found out that my prepaid balance (for calls and texts) was gone. I told it to TPG, they charged me $20 and told me to contact them if any problem.
When I tried to make a call, my balance was 0 again. I did not use any data at all. They also blocked my access to view my mobile account information onlline. they refused to provide me with a screenshot of my account information.
Two supervisors were supposed to call me, no one did. I sent several emails- no response.
Any advice, please. Thank you.

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Comments

  • MS Paint on 25/01/2024 - 18:29
    +6

    You used 50% of data, then 85%, then 100% of data.

    Sounds like a new phone updating its OS and applications.

    Were you connected to WiFi?
    Did you have mobile data turned off?

    • Drakesy on 25/01/2024 - 18:36
      +3

      This was my first thought.

      How big is the OP's data allowance.
      My guess is if they've only just replaced their 3G phone they're not the most tech savvy.

      • HopSkipJumpFallSplat on 25/01/2024 - 18:41
        +1

        And probably not on a suitable plan for data, $20 credit for calls, used as data goes real fast.

      • MS Paint on 25/01/2024 - 19:09
        +2

        not the most tech savvy.

        I'm guessing you're right.

        I'm also guessing that it's easier to blame TPG than assuming it could be user error.

        • dolphin17 on 26/01/2024 - 08:59

          I am not tech savvy. Contacted TPG, they told me to pay, I did, now I have Zero balance again. They did not mention any solution except pay.

      • ozbs25 on 25/01/2024 - 19:11

        If it's the same PAYG plan as mine the included data allowance is 50MB.

        • HopSkipJumpFallSplat on 25/01/2024 - 19:11
          +2

          Single app update could wipe that out.
          And payg, never seen one suitable for data.

          • ozbs25 on 25/01/2024 - 19:35

            @HopSkipJumpFallSplat: Yeah I had to look up a forum post from 2010. If it is this plan, it's 2.7c per MB so the $20 would be wiped out before you get past 1GB.

      • dolphin17 on 26/01/2024 - 08:42

        You are correct, I am not tech savvy at all.

    • dolphin17 on 26/01/2024 - 08:33

      I was not connected to WiFi, did not use mobile at all.

      • HopSkipJumpFallSplat on 26/01/2024 - 09:36
        +2

        You don't need to be using a smartphone for it to use data, it'll update apps during periods of inactivity.

        Below you say you don't need data, you need to disable it in that case.

  • scrimshaw on 25/01/2024 - 18:57
    +2

    Were you on one of their really old PAYG plans where they charged you on a per kilobyte block? If so even the smallest amounts of data usage will drain your credits quickly.

    Now that you're on a smartphone, your data consumption will be much higher, meaning your plan will need to be changed or updated so you aren't paying a fortune for data usage. Your phone will use data even if if you don't intend it to (unless you manually turn off mobile data).

    I'd speak to their customer support and ask if you can be put on one of their newer plans (which starts at $10 a month / 12GB data monthly).

    • ozbs25 on 25/01/2024 - 19:06

      I still have one of those PAYG plans for a spare phone.

      Plan Included Data remaining: 49.90MB

    • dolphin17 on 26/01/2024 - 08:36

      I am on the old $1 plan. When I complained to TPG, they did not advice to turn off mobile data. I was told to pay, I did and all of my money disappeared.

    • dolphin17 on 26/01/2024 - 08:48

      I don't need any data. I am happy with calls and texts. My plan is $1 per month. Not sure how they charge me now.

      • ozbs25 on 26/01/2024 - 14:56
        +1

        I don't know if the PAYG $1 plan is compatible with a smart phone. You'll need to turn off mobile data completely and rely on wifi. Could be more trouble than it's worth.

        • kerfuffle on 26/01/2024 - 14:57

          I managed it but this was back in 2010 in the era of Nokia E63s and I am far more tech savvy than the OP

          • ozbs25 on 26/01/2024 - 15:00

            @kerfuffle: I mean I did too but you kinda need to know what you are doing. I imagine it would be a real pain these days.

        • dolphin17 on 27/01/2024 - 11:02

          I don't need any data on mobile. Not sure if my plan is compatible with a smartphone.

  • MS Paint on 25/01/2024 - 19:03
    +2

    Why are you still with TPG?

    • Neoika on 25/01/2024 - 19:06

      He doesn't want to pay for the port-out fee, which unfortunately makes him pay more to TPG over the years.

      • ozbs25 on 25/01/2024 - 19:17
        +1

        I would be holding onto the plan for a spare phone if it's the PAYG plan. $1 a month is pretty hard to beat.

    • dolphin17 on 26/01/2024 - 08:38

      I am on a very low income and this is the cheapest plan.

    • dolphin17 on 26/01/2024 - 14:17

      TPG reversed the charges (it is in the post), so I continued to use their services.

      • MS Paint on 26/01/2024 - 14:45
        +2

        Great. Have you learnt how to disable mobile data on your new smartphone? If not, tell us the model number and we can help you out.

        • dolphin17 on 27/01/2024 - 10:57

          Oh, thank you so much, Muzeeb. My new phone is ZTE A31 Lite. TPG have never mentioned to disable data. I do appreciate the help from OzBargain community.

  • Xdot on 26/01/2024 - 08:17

    If you get no satisfaction from them lodge a complaint with the TIO they will then be compelled to respond. It will take a while though.
    https://www.tio.com.au/

    • dolphin17 on 26/01/2024 - 08:31

      Thank you for your advice.

    • dolphin17 on 26/01/2024 - 14:14

      Because TPG reversed the charges, so I continued to use their services.

  • Dollar General on 26/01/2024 - 09:14

    Aaand It's Gone

  • dolphin17 on 27/01/2024 - 17:18

    Thank you to all who replied to the post. I followed your advice to disable data and it's all fixed now.

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