I have a service with TPG for a long time now and I've always found them to be fantastic because there's never a need to call them or technical issue.
But the whole drama began on the 19th of September when they told me my service price increased by $10/m.
That time I called them to cancel the service since I could get cheaper rate somewhere which will only increase about $5/m from my old price. They agreed to match the other service for 3 months.
A month went by and they still charged me full price i.e. no $5/m discount.
I called them and they said, oh the discount will have to happen on the next billing period. So I thought ok, fair.
I must've forgotten about it and on the 20th Jan I checked and surprise surprise… it's not applied.
I called them again to cancel the service since I don't want to argue over $15 total discount.
The lady at the other end tried to keep me on TPG by convincing that I'll be credited $15 plus $5/m discount for another year. I told the lady "Well I called you guys twice for the $5/m and it didn't happen. How can you guarantee I'll get it this time?"
She didn't give me any convincing answer, so I said to cancel on the 4th of March since they have 30 day notice period.
Lo and behold, today I got this email that seems to suggest the last lady I called didn't process the cancellation hence I have to serve a cancellation notice period:
The details of your cancellation are as follows:
- Username: John Doe
- Customer ID: 999999
- Cancellation date: 4/3/2025
- Cost for service during 30 day notice period: $101.78
- Early termination fee: $0.00
- Less paid-up credit on current service: $3.39
- Total amount to be debited: $98.39
I am furious at this stage due to failure from their billing department people. So I called them again (surprised that the billing department is open on the weekend).
They told me that there's a mistake with the calculation of notice period and has lodged a cancellation of direct debit with their financial department. But at this point I am not even sure this person have done it properly since I have close to 0 confidence with their staff now.
I am hoping that it won't come to this, but Is there any other organisation I can contact to escalate this issue if my account ended up being debited? TPG's incompetence makes this process really frustrating.
TCO complaint.