We moved house 1 1/2 hours across town to an apartment. Paid $300 for a new development charge on the 15th March that TPG direct debuted off my credit card. Tried to have nbn installed on the 29th March and was told it was activated. It was not. Spent - so far the last 10+ days being lied to by TPG that the address we sent them (screenshot of the actual lease address to their email with a shot of the nbn box and it’s serial code) was not the correct address and it was being drawn out on a long process for bad customer service as well as broken promises and lies.
Called NBN itself to get the accurate address id and they mailed me back and I forwarded that to TPG to connect on the 4th April. I heard nothing from them and called 6th April at which point they decided to action that information at the point of my phone call even though they had that info for 2 days. I was lied again as I’ve lost count how many times my follows had been escalated and had no action on any of them. Forwarded to head case managers who actually don’t have a clue what their doing except for themselves and in no way asssasting the customer. Infuriation turned to outrage when I called today (10th April) where they said that because they were given the wrong information (we gave them what was on the lease and what nbn sent us to match to their data) we would need to pay another $300 to continue (but they were going to see about waiving that fee - which by the sound of things they won’t - and I’m still waiting.
I have called an ombudsman because this is the worst customer failed service I’ve ever had, I’ve called another isp and they have told me that since tpg have not activated the service I’m entitled to get that $300 back but TPG seem to firstly refuse the refund and secondly saying some other source took the $300 out even though it says TPG in the cc statement.
The ombudsman and NBN complaints line themselves had said that TPG asking for another handout of $300 is not policy because the mistake was theirs not mine and I’ve paid $300 already for a service they haven’t activated.
So next step is a solicitor to get my money back. But avoid this company because it has going above and beyond any element of anything I have ever dealt with before. Utterly appalling and unacceptable.