Hi, I want to transfer ownership of one of my postpaid mobile number to my wife. When I made contract, i asked the customer representative many times if I can change the ownership later because my wife was outside of Australia and coming first time and that person said yes. That was in September 2017. Now when I am processing to transfer ownership, I can not proceed because my wife didn’t live in Australia for two years. Which is misleading customers. I talked to Customercare representative even and that person said they can’t do and when I asked to make a complaint in TIO that person gave me transcripts of our chat to proceed. This is really rude and frustrating.
What was the reason given for not allowing the transfer? From what I understand you need to be a resident of Australia to apply for a postpaid service so I'm not sure if that was the issue?
They said i have to fill online form and online form requires residential address for two years in Australia. Without filling those details I cannot proceed. Customercare representative said they can’t do anything.
Just to be clear they are saying you need to have an address in Australia for the last 2 years or your wife needed to be in Australia for the last 2 years? If its the first option can't you use your own address or that of a friend or relative? I can understand your frustration however I'm not sure the TIO would have much sway on this matter.
Edit: If it specify states in the chat transcripts that you were sold a product in the belief that you could transfer your phone to your wife then you may have some comeback on them. If there isn't anything of that nature metioned then I don't like your chances unfortunately.