TPG Port out Fee - Anyone with Recent Success?

bhm133 on 17/10/2016 - 12:19
Last edited 17/10/2016 - 13:14

EDITED

I had two mobile accounts with TPG.

One I ported out 3 months ago. They refunded the port out fee out of "good faith". Mind you, I did need to request the refund stating that they had not informed me of a port out fee and that my initial contract (2011) did not state a port out fee is payable. T&C from 2011 state a port out fee is payable. I was in error

As of last week, I ported out the other account. I have requested again, but this time they have said that section 7 of my contract (2011) states there is a port out fee.

So… has anyone recently got out of it? If so, how?

Also, I WILL be asking more my deposit back. I have not yet requested, but will soon. I am waiting to see what they will do with the port out fee.

I am also more that willing to go to the TIO etc. As mentioned in another post it costs TPG more than what they would refund once I open a complaint. Hence, them usually refunding the money.

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Comments

  • fruit on 17/10/2016 - 12:37

    Go to the TIO but also please ask them if a port out fee is legal and report back.

    • bhm133 on 17/10/2016 - 13:14

      I'm going to inquire, but T&C do state it is payable (edited my post).

  • [Deactivated] on 17/10/2016 - 13:00

    Port out fees are very common across the industry…

    You should be able to get your deposit back though depending on when you signed up and what the T&Cs were at the time. If it is a new signup within the past year or so, then you won't qualify.

    Otherwise, you can still get a bona fide refund if TPG decides to do so.

    • bhm133 on 17/10/2016 - 13:15

      From T&C in 2011, the deposits should come back.

    • fruit on 17/10/2016 - 13:55

      Who else does it except TPG?

      Caps were common but found illegal

      • bhm133 on 17/10/2016 - 15:05

        I found a link to 2004 showing that Optus charged $8. I am not sure if it still exists.

        Port Out Fee. From the 15th April 2004 a transfer and porting charge of $8.00 will apply to any customer who switches their mobile phone number from Optus to another carrier or service provider
        forums.whirlpool.net.au/archive/722634

    • cloudy on 17/10/2016 - 14:33

      Port out fees are common? Only tpg does it

      • jimbobaus on 18/10/2016 - 11:31

        Telstra charges $11
        Optus Charges $8
        Virgin charges $8 (those signed up since Jan 1 2016)
        TPG $11

        Seems pretty common to me….

    • TheMatrix on 18/10/2016 - 07:24

      I ported out of virgin mobile to Aldi two weeks ago, no port out fee.

  • MeesusEff on 17/10/2016 - 13:37

    Received the deposit back, but not the port out fees. It did state the $11 charge in the T&C's so not sure if i had anything to stand on but even with mention of TIO they did not refund the port out fee.

    • bhm133 on 17/10/2016 - 15:11

      Did you lodge a complaint with TIO or just mention you would?

      • MeesusEff on 17/10/2016 - 16:02

        didnt lodge, just said i would. Lodging it would already cost TPG money so i imagine it would have made them less inclined to assist.

        • MeesusEff on 17/10/2016 - 16:04

          although, i have to add. i have been with TPG for a while and when they changed over their new plans at the start of the year, they refunded me and my mum's $20 deposit, saying that there were no more deposits needed. The one in my original comment was for my partner, who only came on TPG much later.

  • Colombian on 17/10/2016 - 13:39
    +1

    I got my port out fees and deposit back about a month ago. I reported them to the TIO. I stated that not only keeping the deposit but charging a port out fee was illegal. I did everything via email and never answered their calls to avoid discussions. Besides I'm not able to talk by phone and my wife is not very good at making claims.

  • RM on 17/10/2016 - 14:23
    +1

    I called TPG and questioned the $11 fee, they said will listen to the call (when I signed up) and will revert with the investigation results. A few days later, noticed a credit in my TPG account.

    • bhm133 on 17/10/2016 - 15:10

      I may also ask for that.

      I sent an email asking for all relevant refunds (remainder of credit, deposits and port out fee). I am awaiting a response. I'll decide what to do next when they respond.

      I don't like how they unceremoniously debit your account $11 without telling you then don't come forth with the refund of tge $20 deposit for "possible" excess usage.

  • dealhunting007 on 17/10/2016 - 14:25

    TPG does the same, it's shit service in my area in Melb West. Had to port to tele-choice. I don't care about $11 at least out of miserable service.

  • cloudy on 17/10/2016 - 14:35
    +1

    Tpg are scams in my book when they changed people's contracts to try keep refundable deposits and add in a port out fee.

    Most carriers may have a establishment fee, or sim post out fee. Instead what tpg does it hide this fee in the form of a exit fee. This manourve means they don't have to tell you and hide it in some clause in a contract they know no one reads.

    Dodgey as anything and the reason why I've pushed my whole family to other carriers. I can't support such shady tactics.

    • bhm133 on 17/10/2016 - 15:08

      TPG had a $20 establishment fee as well. So all up $40 (including the $20 payment in advance for excess data etc).

      I'm trawling through past documents to see if they gave me all T&C's when signing up. I have a feeling they gave me the small print after I signed up… Not sure. Have to check.

  • [Deactivated] on 18/10/2016 - 09:41
    +1

    Take it to the TIO.
    In my opinion it is actually illegal - anti competetive.
    I got mine back when I complained.
    I argued that it was not in the critical terms document.

    • bhm133 on 21/10/2016 - 10:29

      TPG are also refusing my deposits saying it was part of the plan. The T&Cs state it was a deposit. They are not honoring it. My next step is to try and speak to someone in complaints and if no success, take it to the TIO. I'm getting tired of being fobbed despite having clear records.

  • UNM on 20/10/2016 - 12:27

    I am just about to churn from TPG. Checking their small print, it looks like you need to give at least 2 weeks notice of intention to terminate contract, or they charge for the following months service. So $10 SIM card charge plus $11 port out fee, plus monthly service fee.

    I shall make a polite request for them to waive the port out and monthly fee and take it from there.

    • bhm133 on 21/10/2016 - 10:31

      I informed them more than two weeks before the port out. Keep your records and see how you go. Sometimes what they say doesn't make sense and is an excuse to put you off. Good luck.

  • nickeud on 07/07/2017 - 20:15

    I understand this is an old post but I'm just posting here to report successfully being able to get my $31 ($20 deposit + 11 port out fee) back from TPG after a TIO complaint this past week. This and a few other posts helped me making up my mind to pursue this with the TIO so hopefully will help someone else. Been with TPG since 2011 and stuck with them because of the international calls on offer. So my $20 prepayment started out as a refundable deposit.
    They've actually accidentally deposited $62 but I've contacted them to ask how I can return the extra back to them.

    • SnoozeAndLose on 07/07/2017 - 20:24

      What term did you used on your TIO compliant?

      • nickeud on 07/07/2017 - 23:17

        Basically something similar to what clem's comment on the 08/03 in this thread https://www.ozbargain.com.au/node/182278

        I did initially raise my concerns with TPG first cause I had also been charged for the next month .. so I talked to tpg to get $19.99 (plan) + $20 deposit + $11 port out fee .. they in their response said we'll refund only $19.99 for the plan and said no to the other refund .. so TIO complaint

        • Hazzard on 08/07/2017 - 16:50

          Wasn't the $20 deposit refunded to everyone when TPG moved to the Vodafone network?

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