Help Me Undestand This Fee from TPG

webtonmoy on 09/05/2025 - 19:41
Last edited 12/05/2025 - 15:52

I recently decided to terminate my TPG NBN Internet service after many years. I was not in any contract, and when I contacted them for cancellation last month, I was informed that there was still a 30-day notice period. I asked to terminate this after the next billing cycle. It's about 35 days after this call. They billed me for the last month, and the invoice showed that the service was paid until 18/5/2025 (termination date).

To my surprise, 10 days before this termination date, my card got another charge of $77.41 from TPG. I received an email from them with this text:

"If you are outside contract, a 30-day notice period applies. This is indicated in "Cost for service during 30-day notice period" above and is payable even if
your requested cancellation date is earlier than 30 days."

What does a notice period mean if they charge me this "even if" my "requested cancellation date is earlier than 30 days"? I am in touch with the TPG team, and while they confirmed I "gave more than 30 days notice", they did not give a satisfactory explanation of this cost yet.

Anyone has experienced this, or can suggest what I can do to get this back?

Update: A TPG Agent "confirmed that $77.41 was an excess charge, and we're working on getting that refunded". Thank you all.

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Comments

  • radicalvin on 09/05/2025 - 20:10
    +7

    Call and dispute the charge, ask them to refund?

    • AndyC1 on 09/05/2025 - 20:12
      +6

      Also mention TIO if it is not resolved with this phone call.

      • webtonmoy on 09/05/2025 - 22:23

        Thanks. I will try this.

  • Summoner on 09/05/2025 - 21:59
    +2

    TPG will refund those as soon as they hear from TIO if you lodge a complaint.

    • webtonmoy on 09/05/2025 - 22:27

      I don't know if this is an isolated case. When I google " TPG Cost for service during 30-day notice period", it shows a lot of posts in community.tpg.com.au, but when I went to those links, it shows nothing, even after searching for these keywords there. I think there are some complaints by other users, which they may be removing from there.

      • Summoner on 09/05/2025 - 22:48
        +2

        Following is their T&C about cancellation notice on cancellation:

        12.1
        You may terminate the NBN service by giving us at least 30 days written notice. You must pay for charges for the service up to the end of the notice period.

        If you have given them the 30 days cancellation notice, in your case you gave them 35 days notice, you have nothing to worry about.

        I asked to terminate this after the next billing cycle. It's about 35 days after this call. They billed me for the last month, and the invoice showed that the service was paid until 18/5/2025 (termination date).

        Contact them and tell them you gave them the notice. If they do not refund the money, just tell them you are not happy and would lodge a formal complaint through TIO.

        If they still do not refund, lodge a complaint through TIO. They are most likely refund you as soon as they hear from TIO.

        • webtonmoy on 10/05/2025 - 00:56

          Thanks. I will follow these steps. One of their agents confirmed in writing that I have given more than 30 days notice. But they could not clarify why I was charged the amount. They would follow up with me. If I don't get a satisfactory answer, I will need to lodge that complaint (or tell them before doing so).

          What worried me is the wording they sent in the email "payable even if your requested cancellation date is earlier than 30 days" - It is confusing…

          • RogerLoger on 10/05/2025 - 06:36
            +2

            @webtonmoy: Delay refunding is inexcusable. They deserve to have a complaint recorded. I wouldn’t bother waiting for TPG. No harm is done if they refund before the TIO acts. When the TIO asks questions, TPG management would have to respond, which costs management investigation time and time to draft and check a response. Meanwhile, only low level staff are probably checking. If they find something, "fixing it is not my job" seems to be a common attitude with front line workers.

            The message from the TIO may prod them to fix whatever it is they have wrong in their accounts' administration system. Meanwhile

          • Summoner on 10/05/2025 - 09:54
            +1

            @webtonmoy: Whatever they say does not matter. They are bound by their own T&C as well.

  • bargain crazy on 10/05/2025 - 09:15
    +4

    TPG are known for this kind of stuff. There are many threads on whirlpool for the same. People experiences are like delaying refunds for months and as many people in this thread shared that referring TIO helped resolve the issue.

    Whirlpool thread : https://forums.whirlpool.net.au/archive/9kpy0rlx

    • webtonmoy on 10/05/2025 - 22:21

      Wow, it feels like they keep doing this to people.

  • doperst on 10/05/2025 - 13:40

    Yep, the exact same thing happened to me - they charged me for two extra months after my NBN was disconnected. It took a negative review on ProductReview, an angry post on Twitter and Instagram, and a lot of back-and-forth emails before they finally refunded me half of it.

    • webtonmoy on 10/05/2025 - 22:10

      Being an avid Ozbargainer, I plan to follow this till resolved…

  • simplystu on 10/05/2025 - 17:07
    +1

    to me - it sounds like cancellation request wasn't submitted properely (possibly by TPG end) ???

    @webtonmoy … when you called up to … "for cancellation last month, I was informed that there was still a 30-day notice period. I asked to terminate this after the next billing cycle. It's about 35 days after this call."

    what exact process did they do through when you called???

    FYI … TPG cancellations are all still handled by a DIFFERENT dept. than when you call up.
    EG. my EXP - when I called to cancel …

    they transferred me to their cancellations/retention team … after going through some questions - I was put on hold for 5-8 mins (while they did something on their end to submit cancellation request).

    did something similar happen for you ???
    just trying to work out where the breakdown/issue happened.

    Lastly … I am now 100% happier after moving away from TPG group (had been with them since 1998) … so many better out there.

    • webtonmoy on 10/05/2025 - 22:09

      I don't exactly recall the process, as it was about a month ago, but feels like I went through a similar process as you. The call lasted for about 40 minutes including waiting time…

      I should have moved long ago, but their recent price hike was the final straw.

    • webtonmoy on 10/05/2025 - 22:22

      I don't think it was a problem with the cancellation request submission. One of their agents agreed that I have given a 30-day notice.

    • ATTS on 13/05/2025 - 09:52

      What isp are you guys switching to? I saw origin had a good 50% deal but n9t sure if good or not

      • webtonmoy on 13/05/2025 - 22:25

        I am switching to "More" as I have a 40% off deal through CBA Yello

        • ATTS on 14/05/2025 - 17:13

          Nice! Howd u get the 40% off btw? My app says

          No new offers yet

  • ATTS on 13/05/2025 - 09:51

    If give 30 days notice but in middle of billing cycle do we get refunded pro rata?

    • webtonmoy on 13/05/2025 - 22:24

      In my case, they are not refunding pro-rata but providing service till the end date of the last billing cycle.

      • ATTS on 14/05/2025 - 17:11

        Oh damn thanks

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