TPG - Don't Pay The $11 Churn Fee

L[Deactivated] on 24/12/2014 - 12:07

In summary (because I don't have a lot of time now, but wanted to share my win)

  • I rang up TPG and said I was "considering churning, what can you do for me?"

  • Their response was a more polite and more tactful "we don't really care" but you will pay and $11 churn fee and not get refunded any unused credits.

  • My response was a VERY FIRM if you charge me $11 I will go straight to the TIO and complain. My firmness was a direct result of the $11 fee NOT appearing on the critical info summary forwarded to me when they changed my plan last year. (reduced my data from 3GB to 2GB amongst other changes). Fortunately I had a copy of the critical info that I had saved as a PDF and went through it with them on the phone. They tried to bluff their way through, but I stayed firm.

  • finally they said Call us back after the fee has been charged and we will look at it. No promises, but we will look at it.

  • Just put the phone down with them and they will be reversing the fee, subject to final approval, which is really a formality in my book.

SO IN SUMMARY
* Don't just accept TPGs fees.

  • Argue the point if you think you are right and have evidence.

  • Understand that the telco pays the TIO a fee for every complaint made against them.
    It is actually a better comercial decision to refund the $11 than to pay the TIO fee

FROM THE TIO WEBISTE (AT THE BOTTOM)
http://www.acma.gov.au/Citizen/Take-action/Complaints/Telco-…

How can I be sure that my service provider is learning from what happened to me?

Your service provider is formally required to classify and analyse complaints every three months to identify recurring problems and issues that include areas of non-compliance with the Telecommunications Consumer Protections Code C628:2012

So if there are enough complaints it will create a red flag.

For me this was more about the principle than the $11

Have a great Christmas - I have $11 to go and spend on a present for myself !
No enelope jokes please ;)

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Comments

  • Gunther on 24/12/2014 - 12:54

    I just paid the $11 porting fee twice for 2 phones, although I did manage to argue and get my deposit (prepayment) amount back.

    Thanks for the infor, Can you please share the PDF link to the critical info summary?

  • [Deactivated] on 24/12/2014 - 15:41

    For the record - when my phone was playing up (Oct 2014) and I wanted a new sim to see if that was the problem, they wanted to charge me $20. I politely told them I would find a different provider and get the sim from them and they decided to waive the new sim fee.

  • bobdobal on 07/01/2015 - 12:06

    I just had this same experience. Does any other telco charge this?

    Do you know when this fee came in? they are trying to get me with it too, but I can't remember anything about it when I signed up. and when they changed my plan back in June last year the new plan information had nothing about it. I am on a grandfathered Super Value Medium plan.

    I will follow your lead. I take it it worked for you and you didn't pay?

  • [Deactivated] on 13/01/2015 - 13:25

    Yes. I didnt pay the $11. As requested by them I contacted them after it had been charged, and they did refund it without too much hassle.

    I also managed to get my $20 excess use prepayment refunded. This required a complaint to the Telecomunications Ombudsman, but I know of a friend who asked for it back and was credited it back without a problem. She also got her $11 port out fee back.

    I am no lawyer, but I suspect the $11 port out fee is against the trades practice act (Anti competitive) and they keep the $20 because for most people it is either easier to forget it, or they 'believe' the sales team when they say it is not refundable and you signed a contract……

    My abridged letter to the TIO below:

    In 2013 the service provide changed my plan. Critical info summary is attached.
    This document states on page 2 "Upfront Fees * Once off SIM $20 * Mobile PREPAYMENT Outside Included Value $20"

    If this is not refundable, it should NOT be called a prepayment. I am disputing the fact they refuse to refund a prepayment.

    (I should note that the matter was resolved by TPG who refunded the $20 out of 'good will' prior to a TIO being forced to make a ruling)

  • phila63 on 23/01/2015 - 15:18

    No luck with my attempt.

    I mobile service goes back to the days of "Mobile Pay As You Go" and through "Talk & Text Caps Medium", "Super Value Plan Medium" and "Super Value Plan Medium (New)".

    I ported out of TPG to Spintel so I could use 4G when caught in locations which benefit from higher speed.

    I called TPG to get the port fee refunded and $20 prepayment returned and the service agent quoted from an email subject "Important Notice" dated "Wed 31/07/2013" with a sentence (10) Your service will become inactive if our attempts to debit credit card/bank account to top up your prepayment deposit are unsuccessful. If you do not use the prepayment, it will be forfeited to us when you cancel the service.

    She said that last sentence clause means I won't get my $20 back. I didn't even get the opportunity to use the prepayment as my billing cycle began on the 5th and the port occurred on the 9th!

    As for the port fee, she pointed me to the terms and conditions (http://www.tpg.com.au/terms_conditions/mobile_terms.php) that shows 6.6. We may charge you a fee to port the phone number to another carrier or carriage service provider.

    The Critical Information Summary that I was sent when TPG took away the "Super Value Plan Medium" and put me on the "Super Value Plan Medium (New)" didn't mention a port fee and I don't a copy of any T&Cs that came with my SIM card, in fact I can't recall getting any but it was some time ago. I don't have received any T&Cs in email, just some variation notices.

    So is it worth me going to the TIO?

  • [Deactivated] on 11/02/2015 - 19:19

    Definately. It is too easy for them to say no. If you are in the right the TIO will give you your money back. IF TPG is in the right then you won't get your money back. TPG probably gambles that most won't take it further and will 'believe' the sales assistant. A prepayment is a prepayment, not a deposit.

  • CyberMurning on 02/11/2016 - 23:07

    im fighting for my second time now. first time they said only prepayment will be returned. i gave up and said ok you can keep the port fee.
    but now, i will insist on get both refunded. fully.

    • smc921 on 19/09/2018 - 15:45

      Hi. Same deal here. Accepted the $20 refund only, but now reading through these comments and the TIO info, I want to go back and get the $11 too. They are thieves and this $20 + $11 charges are clearly a last-ditch cash grab on customers. Were you successful when you went back for the $11?

  • yhozofficial on 06/02/2019 - 19:48

    Hi there Im posting on the ozbargain forum for the first time, I just got charged $11 for porting my mobile out of tpg and im looking to dispute it.
    When Ive got the time Im gonna call them and then make a complaint to the TIO (as apparently youre meant to contact them first before making a complaint).
    I was just wondering if the TIO is still the correct place to make a complaint at since this thread seems to be outdated?
    Ive heard of people taking issues with their mobile provider to "small claims", does that mean going through the ACCC or someone else?

    Any help would be very appreciated

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