October 2023 i called TPG regarding messages in my inbox and during the conversation other issues came to light prompting TPG to place a credt on my account to cover me for a further 12 months email access. Midnight ******* my Email account would not log in. ******* 11am place call with TPG i am advised the account is suspended as it was unpaid. I say there is a credit that covers it. TPG tells me there is a Credit on the account but it hasn't been activated. So does that mean my email is cancelled?.TPG No the Email is not cancelled it is suspended/[nactive. I say that that shouldnt have happened and ask for credit to be applied and service to be reactivated. Consultant tells me that it will take at least 1 week. I say why. Its already been sitting there a month. TPG says if I pay $27.65 they could reactivate immediately and that way the service is working till the credit can be processed.I said then I will just have a credit sittinh there. I said NO. The credit shoild have covered the cost of a further 12 months it should be on the account i was told it would be it shouldnt be suspended. Process the credit and reactivate my. Email. I need access to my emails i get medical appointments and correspondence from medical practioners i need access. TPG said it would take a week possibly longer to get the credit activated then 48hrs to reactivate my emai. I told TPG again how and why it is so important it is reactivated today and i said it doesnt take 48hrs to reactivate my emails. Its a programming change that takes less than 5 mins.After many more of me being placed on hold the consultant finally tells me they are processing both the credit and reactivation. I Was placed on hold again After about a min the MOH drops and there is silence.The Call was showing I was still connected. I said hello a few times with no response so after 5 mins i hung up. I figured they would call me or at the very least complete the credit/email activation that they were processing. Over the next 4 hours i check my account, still no access. I Contact TPG and i'm told the credit shows as being applied and account shows active. After i say it isnt she goes away and then returns to advise my email has been cancelled. I am now very upset and ask why i spent 45 mins on the phone this morning during which i was told the email was suspended. Afterv40 mins why was told they were processing the.credit and getting email reactivated. She said she didnt know I Request a manager and after another on hold im told they are all in a meeting. I tell her ive heard that so many times off so many companys and i dont believe her. She places on hold again. In the end she confirms my contact details and assures me i will get a call. I didnt get a call. At 7:30 I noticed TPG had sent a text and would reply in 24/48 hours. I have been lied to constantly over three calls. The first telling me a credit would be applied...it wasnt. The second telling me the email was suspended and then orders were being processed to get my account up and running. It turns out they weren't. The third telling me i will definetly get a call. I didn't. From the responses on my last call It sounds like ive lost my email account forever. Im distraught. 24 years ive had that email account and the thought of having to source a safe secure email service, setup a new email, try and salvage what i can from my lost email and then contact everyone advising of new email address as well as having to update all the accounts with my new email has really stressed me out. Then there are the emails about my health and appointments since midnight 26th november 2023 i have no idea what i need to reply too, action etc etc I am having panic attack's. I had less than 3 hours sleep. This cant be happening. It shouldn't be happening. The credit should have been applied. Instead someone didn't do their job and since then attempted to cover it up with deceit Is this what TPG has become, an incompetent, heartless company that finds it appropriate to lie to its customers? Does TPG take pleasure in needlessly inflicting pain and suffering on its customers? This isnt solved, its ongoing and i really cant handle this right now.

10thMarch: Called the service and asked the lady that I am moving home. She took some time; and stated that my request has been processed and will be completed. If my internet is disconnected in my old address- it means service at new location is running. So, on that night- interent was off at the old location. They took service off.

11th March: Moved the modem and connected. Modem is working- but no internet service. Called the service provider same old same old will run by tomorrow.

12th March: I called them again. Eventually a guy from the engineering department pick up; and said there was no internet at my location. I defended as my colleague had the service before me in the same house. So, he said he would book a technician to come and fix the issues for me- scheduled for 14th March.
13th March: I received a text message that stated that the technician would go to the old address. WTF- why old address. So, I called them. First two ladies defended that and tried to put blame on me that I did not put any request. So, I said about the date and time. I said it is not professional and I am really upset. So the lady hung up on me. No call back. I called again. A Janice or Jane picked up and lectured me about the 'process' and said my service request never went through. I stated that that is the issue at your end not my. So, help me get the internet. She raises the voice and kept saying 'she is just mentioniong the process'. I do not need to understand how your bureaucracy works in TPG. All I need is internet service that I paid for. She stated that has put 'an urgent request' and I should have an internet connection by tomorrow (i. E. 14/03). Then transferred me to another department in Engineering. I had a chat with Rina- she was good. However, despite all these; issue not solved. She mentioned that I should have internet up and running by tomorrow. 14/03/2021:
7.13 am I received a call from so called Technician that he will be going to my old location. Why-I asked? And advised him to come to my new location. I sent him my new address- the same address I had provided on the first call. So acknowledge of the text message. Heard nothing entire day. What the F*. I called the service after few hours- a guy picked up; he again mentioned that my service request was never put in place. Again; same $#*!. He went on offering me: i. Moving a new account - WHY? I asked he says as your current account has some issue. Why? No answers. Is it just a game to play with the customer. Ii. Wait for unspecified time ( he says- I cant be sure it might take a week or just few days) to fix the internet issue. When I said to him that how about third option, cancel my account and I can find another provider. So, he goes internet will be fixed within the day.
Please note that the house I am living had internet from TPG before I moved in here. So, there is no actual issue. It is just a lot of $#*! that TPG plays up with the customer. Please see how many passcode that I have been sent.