Still waiting on a

TPG

refund?

If you’ve paid ahead for your TPG service and then cancel or close your account, you may be entitled to a refund of any unused prepayments or credit balance.

TPG bills one month in advance, so once your final bill is issued and any remaining balance is confirmed, that credit is refunded back to your original payment method (usually your bank or card on file).

You’re also covered by Australian Consumer Law, which entitles you to a refund if TPG fails to deliver the service you paid for, provides faulty equipment, or breaches its agreement. In these cases, you won’t be charged exit fees and will be refunded for any unused prepaid service time.

If you purchased TPG-supplied hardware, such as a modem, you can return it unopened within 30 days for a refund or exchange. Once opened or used, refunds only apply if the product is faulty.

You’ll also receive a refund for billing errors or duplicate charges, usually processed within five business days after investigation. However, setup, registration, and admin fees are non-refundable, and no partial refund applies if you cancel mid-billing cycle. Your service will remain active until the billing period ends.

If you have a $20 prepaid call deposit, request it back at cancellation (it’s otherwise forfeited after 12 months).

To request a refund, you’ll need to contact TPG directly, as they don’t have an online refund form.

1. Call TPG Customer Service on 13 14 23 (or +61 2 9007 3023 from overseas).
   Explain your situation — whether it’s an account credit, billing error, or account closure refund.
   
   
2. Verify your details — TPG will confirm your account, payment method, and refund amount. Refunds typically go back to the original payment method.
   
   
3. Request confirmation — Ask for an email confirming your refund request and keep your reference number.
   
   
4. Wait for processing — Once approved, refunds are generally issued within 3–5 business days as a credit reversal or bank transfer.
   
   
5. Escalate if delayed — If your refund doesn’t appear within the timeframe, contact TPG Customer Relations or lodge a complaint.
   If unresolved, contact the Telecommunications Industry Ombudsman (TIO). Many users report refunds being processed swiftly once a TIO case is raised.
   
   

💡 Tip: Keep a record of all calls, emails, and names of support reps. These details speed up escalation if needed.

Once approved, most TPG refunds arrive within 3–5 business days in your bank or card account. Refunds for direct debit errors are also processed “as soon as reasonably practicable,” typically within five business days.

However, refunds are often issued after your final bill is generated, since TPG bills in advance. Expect a short delay between your cancellation date and when your final credit is confirmed.

Delays can occur due to:

• Manual verification or investigations of disputed charges.
  
  
• Closed payment accounts — provide updated bank details if your old card or account is inactive.
  
  
• High volumes or complex cases, which may extend processing beyond a week.
  
  

In urgent cases — such as billing errors or financial hardship — TPG can expedite refunds. Always request confirmation once the refund is processed. You’ll usually receive an email or SMS notice.

If five business days have passed since confirmation and no funds appear, contact TPG for the transaction reference to trace it.

TPG refunds are typically sent via the same method you paid:

• Credit/Debit Card or Direct Debit: Refunds appear as a reversal or deposit to your bank account.
  
  
• Bank Transfer: Used when the original payment method is closed. You may need to provide updated bank details (BSB and account number).
  
  
• Account Credit: If you’re staying with TPG, they may apply the refund as a credit on your next bill. You can request a direct payout instead.
  
  
• Cheque: Rarely used; issued if no bank details are available for closed accounts.
  
  

Note that promotional or goodwill credits are non-refundable and only apply to your account balance. Standard overpayments and prepaid balances, however, are fully refundable upon request.

1. No Pro-Rata Refund: If you cancel mid-month, TPG won’t refund unused days — service stays active until your billing cycle ends.

2. Credit Not Automatic: Refunds aren’t automatically processed — you must request them after your final bill.

3. Slow or Lost Refunds: Some customers report waiting weeks for refunds. Always follow up weekly and note every call reference.

4. Inconsistent Communication: Refund confirmations aren’t always sent automatically. Always ask for written proof via email.

5. Prepayment Confusion: Many forget about TPG’s $20 prepaid call deposit — request it when closing your account.

6. Early Termination Fees: Leaving early may trigger contract exit fees instead of refunds. These are only waived if TPG fails to deliver service.

7. Rejected Refunds: TPG may deny refunds if charges are correct under their terms. You can escalate disputes with the TIO or ACCC if you believe your claim is valid.

💡 Pro Tip: Always review your final invoice. If you see charges beyond your cancellation date, call TPG — you may be entitled to a correction and refund.