[Resolved] Fighting TPG for $11 Porting Fee and My $20 Prepayment Back

Doggiie on 09/02/2015 - 16:41
Last edited 18/02/2015 - 19:16

I am trying to fight TPG for these ridiculous charges they have when I decided to leave TPG. I asked my friend for help and he said just bring up the TIO and they will back away. Does anyone have any experience with this and can you give me some tips to survive this battle against a service provider who does care about you?

EDIT: This is for a grandfathered mobile phone plan costing $13 per month.

I have read the terms and conditions that state that there is the $11 porting fee, and the 'deposit' is a prepayment and is forfeited. I do not recall this on the original documents when I initially signed up for it. Can they just change terms like that?

Edit: I took the threat of the TIO on their tail and I successfully got my $20 prepayment AND my $11 exit fee back after 2 weeks. I am $31 richer to grab some more bargains from OzBargain :)

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Comments

  • geek001 on 09/02/2015 - 16:44
    +1

    I am not sure you will have much of a case for the $11 porting out fee, but you should get your $20 deposit back?

  • CyberMurning on 09/02/2015 - 17:09
    +1

    let us know how you go with it, this should be set as sticky.

  • Davo1111 on 09/02/2015 - 18:32

    Whats the minimum cost for your contract?

    • Doggiie on 09/02/2015 - 19:44

      It was a month by month no contract plan. I've been on it for a solid 3 years so that is definitely not the problem.

  • [Deactivated] on 09/02/2015 - 19:25
    +1

    Is this for home phone or mobile?

    • Cheeper on 09/02/2015 - 19:29

      Very scant on details… broken contract?

    • Doggiie on 09/02/2015 - 19:41
      +1

      This is for my mobile, I am on a grandfathered $13 plan

  • Davo1111 on 09/02/2015 - 20:16
    +1

    I have read the terms and conditions that state that there is the $11 porting fee, and the 'deposit' is a prepayment and is forfeited. I do not recall this on the original documents when I initially signed up for it. Can they just change terms like that?

    The deposit shouldn't be forfeited, but the porting fee is. The porting is an initial cost to contact the other company at the start of your plan to get your current number. The deposit should be refundable provided you left the contract as per the T&Cs. It's basically an amount in reserve if you blow through your quota/unexpected costs

  • cloudy on 09/02/2015 - 22:42
    +2

    TPG had changed the original contracts everyone signed up for, and basically kept the refundable deposits. It's basically stealing as far as I'm concerned and I cancelled with them and convinced all my family to as well. If they can take a refundable deposit with a flick of a pen, I can't trust them.

    I wrote around 3-4 emails threatening further action to TIO to have it refunded "out of goodwill". Don't give up, just keep pestering them for your money.

    • whodidthat on 09/02/2015 - 23:03
      +1

      Agree with that, I'm with TPG and they've either backed down or paid the price (severely) when I've reported to TIO.

  • Japius on 10/02/2015 - 10:38

    TIO complaint costs TPG $40, mention you will take it to TIO and they will refund it simply because it's cheaper for them regardless of the outcome.

    Check your original terms for the plan you initially signed up for, most had the port out fee so you may have to wear that. But the $20 was always a deposit on the older plans and they should refund that IMO.

    Either way just mention TIO and they fold because it costs more to respond to a TIO enquiry than to just refund you

  • [Deactivated] on 11/02/2015 - 19:20
    +1

    https://www.ozbargain.com.au/node/176189

    I took them on and got it back.

  • Doggiie on 18/02/2015 - 19:15

    I took the threat of the TIO on their tail and I successfully got my $20 prepayment AND my $11 exit fee back!! Guys, it's possible, make sure you never let them steal your money!

    • MeesusEff on 03/03/2016 - 15:15

      i ported out and got charged the $11 porting fee, called and threw in TIO a few times but they were adamant that they would not refund the $11 porting fee, but they did refund me the $20 prepayment.

      • Findmebargain on 05/03/2016 - 19:11

        I attempted on separate calls for the $20 and $11. Managed to get them refunded in the end but not without frustrations though. Had to wait 48 hours each time for "approval" and then call them back to follow up. Then a couple more phone calls over misunderstanding over refunding on credit card and bank account. You may have better luck with a different call centre operator :)

        • billyb67 on 27/07/2016 - 11:15

          I'm just going through this right now, I didn't even mention the TIO yet, just said I've been on this plan since 2011, & I know you have changed the T&C's various times over the years but I am still entitled to my (which was at the time of starting this account) "a refundable deposit".

          I've got to call back after 48 hours after port out & she can submit to manager for approval and the $20 credit will just go onto my internet account which I'm keeping for now…

          I'm fine with the $11 port out fee, but they're not keeping my twenty bucks !!

    • heroheroine on 15/06/2016 - 10:54

      hi,doggiie,i am fighting my $11 port out fee as well as the $20 repayment. i am going to report to TIO as well, but my english is not good enough in formal writing, so may i ask you to have a copy lettler that you wrote to TIO please?

  • azz on 06/10/2015 - 19:43

    I know this is an old thread but same thing happened to me today.

    Called up TPG and had a firm word with them. They linked me to the document saying there's an $11 port out fee so couldn't argue with that.
    I did ask the poor bugger on the phone "so essentially my refundable deposit is not actually refundable?" to which he gave me an "err.. yes that is the way the terms and conditions work" but he did end up refunding my "refundable deposit" to my account as my internet is still with TPG.

    • CyberMurning on 06/10/2015 - 20:05

      so is there a port out fee or there isnt? im confuse. if they stated on the document then how come they refunded it?

      • azz on 06/10/2015 - 22:47

        Sorry if that was confusing.

        There is a port out fee of $11, as stated on the mobile critical information summary.
        What they refunded is the $20 "refundable deposit" that you first pay when you sign up, that's supposed to cover them if you go over your cap.

        Hope that makes things clearer.

        • Doggiie on 06/10/2015 - 22:51

          Note that the "refundable deposit" is actually called a "prepayment" now. That is what they did when they changed the T&Cs around 2013, and to attempt to enforce it, they removed the older plans and forced you to move to the newer plans.

        • azz on 06/10/2015 - 22:57

          @Doggiie: I guess that's why they refunded me, cause I was on one of the old $13 plans from yonks ago. Good luck to anyone on a newer plan I guess, especially now that they've switched to voda.

        • tonester on 01/11/2015 - 04:11

          @azz:

          Good luck to anyone on a newer plan

          https://www.ozbargain.com.au/node/215253#comment-3163849 :(

  • sasquire on 15/12/2015 - 11:21

    Just wanted to give my story (in case others are hit with all this and wondering if you can keep challenging it).
    Same thing, took my deposit and hit me with a $11 fee when I ported out.
    Sent them an email demanding they at least return my prepayment. They stated my prepayment had expired and that was that. I threatened with TIO and they said no.
    Went to TIO… within two days of that, TPG calls and grants refund including the $11 port out fee.

    Why did they refuse in the first place?? I told them I would go to the TIO and even linked to the numerous threads which stated they always lose. And they still refused? Bizarre.

  • ozbjunkie on 04/02/2016 - 18:19

    I just called TPG and was informed that the $20 deposit and the $11 port out is likely to be refunded after I port out. The lovely (no sarcasm) young lady on the phone offered to watch my account, put the request through after I port out, and inform me of the outcome.

    This was of course after I began the conversation with "I will complain about these fees (TIO) and try to get them back, can we just skip that whole thing? Will post back with results. Her advice was "I see lots of fees being refunded after complaints, I think you have a good shot" which is as close to "yes" as she can offer without losing her job I imagine.

    • Findmebargain on 05/02/2016 - 16:38

      Hi @ozbjunkie, I am on the same boat! Aso just successfully ported out of TPG this week. However I note I can still log into my TPG online portal today which still shows my mobile service with them as 'active'.

      Did you call TPG to cancel your account after porting out or did you speak to them after noticing they charged you the $11 fee? In my case, I am wondering if I should just 'wait and see' or call them to avoid them billing me for next month's.

      • ozbjunkie on 06/02/2016 - 10:56

        Gday Mcz,

        I have not received my new SIM, or ported yet, so no progress with TPG.

        I would call TPG if your port is complete and you can use your new SIM.

        TPG will automatically apply the charges, and then will have to recredit the amount. I suggest you call and get this ball rolling.

        I have in past been overcharged by TPG (which they did refund), so it is always a good idea to call and confirm the port was successful and you will no longer be charged.

        CRUCIALLY, you must port out approx 7 days before your new billing cycle to ensure you are not charged for the ENTIRE following month.

        • Findmebargain on 05/03/2016 - 18:58

          @ozbjunkie, I eventually managed to get my deposit and port out fee refunded after a few phone calls, some prolonged wait time and frustrations. Kinda feel like a bad after-taste for an outgoing TPG customer. Certainly not in a hurry going back to them or recommending them, not when they still have that $20 prepayment and port out fee happening!

          Hope you ported out successfully and managed to get your refunds too.

        • ozbjunkie on 28/04/2016 - 13:10

          @Mcz:

          All refunded,deposit and SIM port out fee. Others should have success.

  • EarthMan on 27/04/2016 - 14:55

    Damn, I only saw the $11 port out fee on the letter with the sims after they created my account. I should have checked for this before committing. I ported in 3 numbers :(

  • [Deactivated] on 27/04/2016 - 18:10
    -1

    Now you can get a life time supply of dick bags

  • yupyup on 22/05/2016 - 13:05
    +1

    dude, i'm so happy you started this thread. i was enraged when i found out tpg were going to keep my $20, which is money i have effectively not gained anything from! glad you got a good resolution, and good to know i'm in my rights to request the same :) :)

    • CyberMurning on 24/06/2016 - 17:59

      They already kept my $20 for 4 years not paying interest and now decided to keep it…yeah right!

  • zoinks on 20/06/2016 - 20:23

    A few months ago I emailed TPG asking for refund of $20 deposit but they said it was not refundable and also in the same email they sent me some promotional spam about a new deal they had at the time for me to tell my friends and family about?!

    So the next day I lodged it with TIO and TPG called me that same day to say it will be refunded, I missed the call so they emailed me saying they will refund in goodwill.
    I also asked for the port fee to be refunded due to the inconvenience of having to contact the TIO and got that refunded to.
    My explanation to TIO was only a few sentences and it didn't take much time at all to lodge.

    • SnoozeAndLose on 28/07/2016 - 11:35
      +1

      I question them their policy is to trying to rip people off. they replied that TPG is not forcing anyone to sign up with them they are agreed to those rip off term while signing up. What a bulls*it.

  • CyberMurning on 23/06/2016 - 21:10

    Ok i have successfully ported my number this morning and just sent email to tpg asking to refund the prepayments and not charging porting out fee. Didn't mention tio at this first email but will do if they not accommodating my requests.

    Let's see.

    • CyberMurning on 24/06/2016 - 17:58

      As expected their reply is:

      Please be advised that you were on a prepaid plan, thus, unused mobile prepayment has been expired and can no longer be refunded.
      On the other hand, the $11 charge is an administration fee for transferring the number to a different provider.

      Let's talk to TIO begin! This thread should be posted in all national and international newspaper to teach tpg big lesson.

      • IJustKnowStuff on 28/07/2016 - 11:27

        The fact that they know you're leaving and closing the account and charge you a separate $11 on top of the $20 amount that's sitting there is the biggest con.

        I'd be less inclined to complain if they took the $11 out of the $20, but they don't.

        I recently left TGP for Optus's $40/Month/10GB/Unlimited Calls&Txt and chucked a wobbly over this citing that I would lodge a complaint with the TIO. It also helped that I had been with them since before they changed the "no-refund" policy.

        I was seriously going to lodge a TIO complaint too.

      • ameyas7 on 24/08/2016 - 01:08

        i just had similar experience with them recently. i was on T4G II plan. as i had planned my porting few weeks in advance, i ensured that next month's payment was paused. surprisingly, when i actually moved away, they did generate an invoice for the following month. although of course they couldn't process the charges owing to standing instructions on my account.
        i escalated the issue (dropped a mail to their complaints dept) and got the next month's invoice reverted without much hassle (as it didn't make sense to me in first place at all). i knew that i would loose any prepaid amount for the current period, hence i planned my number porting just few days before the plan's term was about to end.
        initially, they weren't ready to cancel my porting fees as it was mentioned in the email they sent out on account opening.
        however, i argued that their critical summary as advertised publicly, doesn't show any early termination charges / port out fees and the fine print is only sent to the customer after opening the account which is bit unfair. after few calls to their customer care, they refunded porting fees as well.

      • Colombian on 10/09/2016 - 09:56

        Hey eisniwre, did you succeed in getting your money back? I'm in the process of leaving TPG mobile too.

        • CyberMurning on 10/09/2016 - 17:24

          yes i got the "unused" refunded but porting out fee wasnt.
          (or the other way around, basically just one of them not two - sorry cant remember which one)

  • Colombian on 30/09/2016 - 09:45

    TPG gave me the deposit and port out fees back. Sorted better and faster than I expected. I had to report them to TIO just to make sure.

    • CyberMurning on 30/09/2016 - 10:03

      damn i didnt get the port out fee! did they said something first about "ok deposit we will refund but not port out fee" and did you insist on the port out fee after that? or they just agreed to gave both back to you easily?

      • Colombian on 30/09/2016 - 10:15

        I just disputed both fees in an email I sent to them. It took like 3 email conversations as they were defending their position. Then they replied that they were going to take it up to the supervisor. Few days later money was in my account.

  • clem on 08/03/2017 - 09:31
    +2

    Don't let them push you around, I got all my money back ($20 prepayment + $11 port out fee) by shoving back with the TIO. I was always courteous and cordial during the initial interactions. However when it became clear they were mistaking that for weakness, my conversations/emails started getting cold.

    On my final call (I'd already lodged the TIO complaint but didn't tell them), I demanded the $11 port out fee too. They'll fire back that you signed up to it, but just stand your ground - I insisted that it was never mentioned when I signed up and found a Critical Information Summary where there was no mention of it. She was like "It's on our website" and I was like "Yeah but you can change the website to whatever you want - doesn't mean I signed it". She said she'd write another email (yeah right).

    Someone mentioned TPG gets slugged $40 for each TIO complaint anyway. That's a moral victory in my books. I gave them two chances to resolve it (so they wouldn't have to be fined by the TIO), but realised: why bother doing them a favour when they'd rather screw you over?

    Here is my TIO complaint/background for those who would like to lodge a similar complaint. I understand some people prefer to avoid the hassle/struggle with English as a second language, so hopefully this may help some people. Do not hesitate to PM me if you require further assistance.

    Complaint Description
    I have been a loyal customer with TPG for over 5 years. Upon joining, I was asked to provide a refundable deposit of $20 as security (in the event I went over my usage allowance). However, it has been well known that TPG have been highly unconscionable in exploiting this $20 refundable deposit. The bullying of customers into believing that this $20 is forfeited automatically is widespread, and TPG blatantly rely on the fact that most customers would rather not go through the hassle. Further to this preying on customers, customers are slugged an additional $11 in order to port out. I believe this is highly anti-competitive, and is used as a vindictive way to discourage, or punish customers for leaving. This practice is endemic to TPG, and I understand they have made no attempt to change their unconscionable practices even as complaints have flowed in over the years.

    Your Service Provider's Response
    On February 9th at 9:06AM, I first notified them of my intention to switch to a more competitive provider. Upon disputing the charges, I was told to wait until the account was closed. On February 16th at 9:38AM, I called again to dispute the charges. I spoke with Jesse who consulted his manager, before assuring me that he had written a formal email to have the charges reversed. I was promised a call, and an email within 24 hours. On February 23rd at 9:18AM, after having waited for a week, I called again. I explained the above, and the customer service officer again assured me that a formal email would be sent. I was again promised a call and email, but have heard nothing [a week later]. I have still not been credited.

    Your Preferred Outcome
    I want them to return my $31. Even with the repeated threat of the TIO, they are blatantly taking customers for a ride. Their unconscionable practices have continued despite countless TIO claims, and they continue to be anticompetitive with their port out fee to punish consumers. It is telling of their arrogance that they rather risk getting fined by the TIO, than to resolve disputes - banking on the fact their customers would rather avoid the hassle. $31 isn't much, but it's the principle.

    • danyool on 29/06/2017 - 16:21

      Wow! Sticking it to them!

      I've ported my mum and dad out last week - but now i can't access their TPG account. How do you check what they've charged you?

      Also, anyone have any luck getting refunded if you were to port out in the week between when they have charged the direct debit and the next billing cycle starting?

      • clem on 01/07/2017 - 02:12
        +2

        Hey danyool, great questions!!

        Keeping track of your charges
        The best way is just to keep an eye on your bank account for charges from TPG. Charges will typically present as:
        1) an $11 port out fee; or
        2) your direct debit amount for the following month.
        Your $20 prepayment (or what remains of it) won't appear in your recent transactions though, as you already paid that upon signing up; however don't forget to recoup that too.

        Recovering charges for an unused billing cycle
        TPG Support verbally indicated that they would refund the direct debit amount charged for the next billing cycle, as long as the SIM hasn't been used within that period.

        Effectively, you'd be expecting to recover $31 ($20 prepayment + $11 port out fee). If they've direct debited the next billing cycle as well, you should expect to recover that too.

        • danyool on 01/07/2017 - 23:24
          +1

          Thanks Clem. I ported my parents early before their direct debit, but left mine late, and missed it. Im still between being charged and next cycle starting, so will try to port out now and recover it.

      • tj12345 on 01/07/2017 - 12:44

        I have both mine and my dad's numbers on my TPG account (with our internet) - no problems porting out two numbers right? thanks

        • clem on 02/07/2017 - 01:03

          Nah, no problems that I can imagine. They'll probably just slug you the $11 port out fee twice. Wait until you've safely ported out your numbers, then contest the 2x $11 port out fees and $20 prepayments through the TIO.

          Just a heads up that the TIO will almost inevitably be necessary. TPG won't do anything without a solid kick up the ass, even after thousands of TIO complaints. They'll always bank on you not going to the trouble, even risking a TIO fine that's more than the actual amount they'd be paying back.

        • nickeud on 07/07/2017 - 23:29
          +1

          @clem: thanks Clem for your detailed advice in your comments on here .. tried TPG first only got $19.99 for the next month that I was charged .. did the TIO n got the rest $31 later.. like you said threatening a TIO complaint didn't work .. Had to actually do it to get them to refund.

  • Toph Beifong on 14/11/2017 - 13:27

    Hi guys, sorry for resurrecting an old thread.
    I have read all of the above information about the $20 prepayment value that TPG charges. Problem with me is that I signed up in March 2016, I assume by then TPG had already changed the wording from "refundable deposit" to "forfeiting" the $20 prepayment. I am unsure if I still have any power to claim the $20 back. It sure seems like unethical practice on their behalf, I am unaware of any other service provider that do this.

    • Doggiie on 14/11/2017 - 13:32

      I don't think you'd have as much ground as I had, because the terms were originally 'deposit' which changed to 'prepayment' thereafter when they grandfathered my plan. Just double check if they mention anything about 'non-refundable' or some other term that states that you are not getting it back. 'Prepayment' technically doesn't mean it is non-refundable but merely a payment prior to service (to cover their losses if you decide to go crazy and rack up a $1000 bill and then run away). Think intent of the prepayment as the buffer in your account, and you can even see that buffer on your account details.

      Give it a shot nonetheless, because I don't see any reason for their right to your money.

  • nopejo on 06/12/2017 - 12:38

    Hi
    Just thought my experience leaving TPG might help someone save some time and money. I came to them in March 2016 when they offered $10 per month no contract plan that included $550 calls (unlimited to TPG numbers) and 1.5 Gig data for first 6 months, becoming $20 per month no contract from then on. The initial prepayment was $20 which was $10 for the Sim card and $10 for the first month.
    I recently discovered on Whistleout that there were 3 companies offering $10 per month unlimited calls and texts and 1 Gig data. I chose Southern phone. There contact service for phone and chat was better than the others, staff were friendly and good at communicating and their profits go back to regional councils around Australia and not overseas. There online chat service can be faster than their phone service at times so it's good to have both. Some companies don't even have a contact service on weekends so that's something to consider when switching.

    As for leaving TPG I first asked them if they could match Southern's offer but they couldn't. I was happy with TPG's service but not their price. I tried to time the move so as not to lose too much as I knew you forfeited your prepayment when you left. Unfortunately I looked at TPG's usage page to work out when to leave and not at my billing cycle. My billing cycle starts on the 3rd of the month and usage cycle starts on the 9th of the month and I left on the 5th. $20 lesson learned. Why in this internet age the billing and usage cycles don't match more closely I wonder TPG, misleading or what? I heard at the beginning of this year that technology to make bank transactions instantaneous was coming to Australia. Maybe when that happens things might change. TPG also charged me the $11 porting fee when I left them. Don't have the original contract details but the current contract details say "You may be charged a porting fee".

    Cheers All

  • thethakuri on 02/04/2018 - 12:02

    TPG doesn't have a very good customer retention program. I was coming to an end of 6 months promotional $15-4GB plan and called them up to see what they have to offer as I was evaluating other providers. Without a hitch, the customer service personnel forwarded me to account cancellation department even though I clearly stated that I wasn't necessarily planning to cancel existing plan but was only trying to see what options I had. She didn't even make an effort to convince me to stick with them. So, I opted to transfer to Moose mobile. Then I get an email from TPG saying that I need to activate my sim with the new provider 7 days prior to end of billing cycle (April 10) or else they will charge me for one more month and also I have to shell out $11 port-out fee (their initial contract did state this fee). Due to Easter holidays and all, I might not be able to activate new account by 3rd of April - 7 days before the end of current billing cycle. By the looks of it, they might charge me for one more month even though I no longer will be using their service. What are my options here? Should I go TIO route as suggested in this forum? Also, is there any hope of recouping port-out fee of $11 even though it is mentioned in the contract? Any suggestions will be highly regarded.

  • yht on 30/04/2018 - 13:32

    Typical tpg, they gonna keep a weeks worth of unused portion plus $11 port our fee.

  • Iggemo on 04/07/2018 - 21:32

    I just ported out two numbers and got charged $22. Sigh. Been with TPG since about 2016; so is it worth arguing about? If it's easy enough to lodge the TIO claim thing i might do that since i enjoy the principle of them having to pay $40.

    • yht on 04/07/2018 - 21:35
      +1

      Lodge it with TIO, TPG will call you within 1 day (I was lucky - within the same day) and sorted out quickly. Seems they are awaiting for people who didn't claim. Don't fall into the trap.

    • ozbjunkie on 05/07/2018 - 21:32
      +1

      Just threaten TIO, no need to actually lodge. They will recredit the charge - goodwill gesture of course…

      • Iggemo on 10/07/2018 - 15:30

        Thanks for the tip. I just wanted to say that this did work for me in case others are still having this issue. Didn't actually use the TIO, just said i was intending to and i was unhappy with their unsatisfactory initial response. Within a few days they agreed to $22 credit/refund.

        So just a note to all others out there with this issue to definitely still challenge it as it seems they are still refunding as of now.

        Cheers to all in this thread!

        • ozbjunkie on 10/07/2018 - 20:37
          +1

          Nice work.

          One of the reasons threatening is enough is that the company is charged for each complaint to be investigated regardless of the outcome (iirc).

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