TPG reviews and complaints

tpg took money out an account which I did not give authority too specifically, they proceeded to take out $120 from this account. I complained and we came to an agreement that $120 will be restored to this card as long as I give my card details. so I did receive this invoice of $120 and came out my account which was agreed within the week, but yet they are yet to pay back the $120 they took out of card that I told from the beginning. 1 and a half months later my house mate is still waiting for her $120 to be reimbursed. The Telco onbudsman has pursued but seems as dodgy as the ISP as I contact both and they both say the same thing and I get sent round and round over and over. TPG are stalling to reimburse the money the took out and seems like this may not be resolved.
I have had many issues with them, one to note is I threatened to call Telco onbudsman if they didn't sort out my ongoing speed/connection issues, so after I hung up from them went online to look up Telco onbudsman ph no and TPG had the ability to modify my browser and a TPG redirect page popped up on the link for the Telco onbudsman ph no which said there is issues with your account cqll TPG! I had to use someone elses internet to get the number! That has got to be illegal.

19th July:L 2016
Booked TPG adsl2+ home phone bundle. Paid 280$ in advance.

Though I received the equipment within 3 days of payment, I was given a date of August 8th, for installation between 1:00 PM to 5:00 PM.
I requested for fast tracking and the request was denied. Hence, I took a day off from work on 8th of August to attend to installation as TPG mentioned that it mandatory for someone to be available at home during installation slot.
8th August: 2016
To my dismay no one turned up from TPG/Telstra on the 8th of August. I called up TPG customer care at 4:30 PM on 8th of August to inquire and was assured that there are still 30 minutes to go and I should have someone approaching me in next 30 minutes. I waited for 2 hours more and called up the customer care at 6:30 PM and was told that we have no update from the technician and we will be escalating this case. Their system was still showing installation in progress. I asked for an escalation case number and was given a number "
[protected]". I was assured that a case officer will get back to me next business day.

10th August 2016:
No call till date from TPG, called up the customer service. After being kept on hold for around 30 minutes, I was informed that Telstra will do the installation on 28th August now. On asking about how logical is it to drag the installation for more then month and a half, I was told, we cant do anything as we are dependent on Telstra. When I mentioned about the 10-20 SLA, I was told that the service manager will call me back and the call was disconnected abruptly.

Terrible(T) Pathetic(P)and Grievous(G) Customer Service by "T P G "

Ref Customer ID 4896233

1. When I moved apartments eighteen months ago, TPG took over three months to connect my ADSL and home phone.

2. So, this time, I informed TPG well in advance on 01 June 2016 that I would be moving from 1005/183 Kent Street to 141/298 Sussex Street on 14 June 2016.

3. Wednesday 29 June 2016, 8am to 12 noon was conveyed to me as the appointed date for the installation at the new apartment and I was asked to be at home during this time.

4. I wasted that whole day at home waiting for the new connection. However, as I came to know later, your technician effected the connection to the wrong building's MDB ( 291 instead of 298) !

5. This was reported to TPG immediately by the second technician Damien who came the effect the connection from the MDB to my apartment.

6. I also made a call and reported this and was promised that this would be rectified in 24 hours.

7. TPG Engineering Services sent me a text message on 29 June asking for my Proof of Tenancy at 141/298 Sussex Street. I sent this immediately ( see trailing mail).

8. After several calls on 30 June and 01 July and after being kept on hold on more than half an hour each time, there was no resolution in sight. Instead, I was told ridiculous things like " A case officer will be assigned " and so on. Is this a Sherlocks Holmes mystery to be solved by a "Case Officer "?

There were several false promises as well that I would get a call back within an hour.

9. I had told TPG on phone upfront on 29 June itself, when this gaffe happened, that I would be out of town from Tuesday 05 July and the matter must be resolved well before that.

10. I demanded to speak with a Supervisor and Jeff came on the line. He parroted the most ridiculous solution that I had heard : That " a fresh work order " would be initiated and it would take "5 to 20 working days " to resolve ! This was what was parroted to me when I first requested for the shifting and I couldn't believe that a "Supervisor" was repeating the same thing instead of resolving the issue !

In preparation of moving house we have signed up to TPG ADSL Internet.

TPG automatically commenced the contract without our authorisation. (before we even received our modem in the mail we might add)

We have made numerous attempts to tell TPG the date we wished to commence our contract however these requests have all landed on deaf ears.

We are paying for a service we do not have access to, because we are yet to move.

Our customer ID with TPG is 5358 498
Name: Alexandra Trevaskis
Complaint ref number we made with TPG: [protected]

TPG commences our contract on the 16th of September 2015, we have yet to receive our modem, and will not be moving till the 25th of September 2015.

Please help us, it is only a small amount of money, but the principal of TPG being able charge us for a service we are not using is just wrong.

Kind regards
Alexandra Trevaskis
[protected]
alex.[protected]@hotmail.com

the policy clearly states that any changes to plans need to be made 7-14days prior to the day your billing period changes for me thats the 10th of every month.
i put my application in on the 6th of november that is 4days before my plan renews in the mean time they had already deducted my monthly fees on the 3th of november days before the plan is renewed.

however instead of my change of plan starting the next month ie december since my application was NOT within the 7 to 14 day margin they changed their minds and decided to do it this month for november. this is clearly not what i wanted and upon calling and making various request i have only wasted my time and energy. they have not followed policy and when i called them on it i was told the policy had changed upon checking up on this fact there were no apparent changes at all.i was lied to by the customer service rep!

this company is inconsistant, unable to follow its own policy and has no concept of what customer service is.
so now they have 40 dollar that they owe me a plan i cant quite use to be honest im changing server as soon as i can.however i think someting should be done about these big bullies. all these companies mistreat their ustomers as though they aren't accountable for the service they offer.