Unlike my readers, I do have an avenue to vent frustrations about Telstra. The Divorce Telstra saga to get a simple bill fix and to stop receiving bills for cancelled services goes on. The issue – Telstra no longer has humans and voice communication for consumers.
Our previous article ‘Divorce Telstra – It is not worth the pain’ (here) drew massive readership. In fact, it nearly melted the site down as readers identified with Telstra’s mistreatment of the little people. It attracted a slew of Disqus comments all in total accord with the need to Divorce Telstra. Some of the ineptitude and mistreatment eclipses mine – and I have a pretty high tolerance for fools like Telstra.
Well yesterday I received a veiled threat email from Telstra Credit Management shouting at me ‘YOUR ACCOUNT IS OVERDUE‘. Step one my internet access will only allow inbound calls. Oh, and a charge of $15 per month for each month the account remains overdue.
Further down the email, it states
“If you need more than a one-off payment extension, please call us on 13 22 00 to discuss your situation.”
So, I called 13 22 00 for the umpteenth time. After the usual identification a link appears on my mobile for a chat service.
I responded to the email – fruitlessly as it turns out
I have been trying to contact Telstra via 13 22 00 since early September to dispute the bill. I have tried the internet chat link provided on several occasions, but despite getting a promise that someone would call, no one has. And all chats disappear – you can’t record them.
I cancelled Telstra NBN internet on 30 October, and Aussie Broadband took over from 1 November, but the app has no provision for cancellation. I called again and again but always cut off.
And the cheery response
Hi,
Thanks for your email.
This mailbox isn’t monitored anymore, so the message you just sent won’t get to us.
If you need to get in touch, please Contact Us
See you online soon.
Fiona Hayes
Head of Customer Service and Contact Centres
The chat experience – poor is too nice a word
So, for the 13th time, I tried via chat to tell Telstra that the bill was wrong and the fourth time that I had cancelled.
So started a long chat with Josefina and I quote, “Much as I want to accommodate your request knowing its easier to resolve your concern over the phone, we do not have that option.”
I responded, “Well, get someone to call me who can help”.
I promptly entered all the details again for the 13th time. Only to get an error message “The site can’t be reached. Mytelstra.onelink.me‘s DNS address could not be found – diagnosing the problem”.
To add insult to injury going back to the link did not work either – it is one-time use only!
So Tel$tra – sue me! I have all the evidence of a communication breakdown on your part. Next stop is the Telecommunications Ombudsman.
Now is the time for everyone to vote with their wallet and Divorce Telstra.
UPDATE: 21 November 2020
This entire Telstra chat communication took from 8:02 to 9:05 AM – over one hour waiting for a response.
Telstra: Hello there! My name is Cleo, your account expert today. For us to get started, kindly provide the following details so we can resolve your enquiry as quick as I can:
ME: I inserted the entire TIO complaint reference number 2020/11/09038 made not 10 minutes before in the chat box.
Telstra: Thanks Ray, as I can see this complaint is now closed. Is the services still not working?
ME: Cleo – your question is just plain wrong. I want a credit for the unannounced charges and any late fees in August, September, October and as I have changed providers no more bills from 31 October.
Telstra: I understand I will follow it up with your complaint manager for this matter. I believe you have their emails? You can reply to them as well on their email. What I can do is to send a follow up email to your complaint manager
ME: I don’t have any emails from Telstra despite this now being the 14th time I have used this system to try and resolve the matter.
Telstra: I do apologize we will make sure that within 5 business days you hear from us as I follow up with your complaint manager.
ME: Good – I have recorded yet another promise to contact me. Bye
If you want to read about my two-year struggle with Telstra to get a reliable NBN connection read about Trials and Tribulations here.
The same thing has happened to me. I cancelled all my Telstra services in November 2019 and they continue to send bills. I’ve called, contacted the ombudsman, thought I resolved the issue, and on and on. Now the debt collector has contacted me. The bill is now over $3,000! The frustration I feel is ridiculous. There’s no way of communicating with them.
I could not agree more. I can’t even give you a secret backdoor phone number. All I can suggest is you point the debt collector to my article and don’t pay – they cant cut you off! Also go back to the TIO and update the case number or file a new case and refer to the old case number.
Thanks for the feedback. I’ll do both.
This is what happens when you get COLD UNCARING SOCIOPATHS seep into a corporate chain…chaos, chaos, chaos! Drama – drama – drama! Confusion – confusion – confusion – why things can’t be dealt with more simply.
After all…the METHOD how to deal with disgruntled customers comes from the TOP.
If there are SOCIOPATHS at the TOP – there is NO customer service – FULL STOP! That’s just an annoyance to making BIG profits!
It’s all SOCIOPATHIC tactics…to enforce their sense of POWER over you…the POWER to CUT OFF your communication & have you feel helpless. Where they train their powerless under-staff to act accordingly…
1)unable to reach them easily to communicate a problem – in the first place. Kinda weird when they are actually a telecommunication service with ALL the latest technology & big money behind them – they should have the BEST answering service to any possible complaints & be willing to get them rectified.
2) stonewalling once they hear your genuine complaint – the COLD NO response & just repeating what they NOW believe you owe with their ‘added’ exorbitant automated LATE fees while you are trying to deal with the issue – by returning NO verbal acknowledgement of your complaint – means it simply doesn’t exist.
3) NEVER admitting they made a mistake [NEVER get an official APOLOGY – only what they MIGHT DO if they feel backed into a corner]….but more than likely – passing the blame back onto you….expecting you to drag yourself into one of their shops so you can be further manipulated…as you are NOT in the comfort of your home.
4) gaslighting you on the original contract that was made – esp if it was made over the phone – knowing it’s harder for you to prove….yet apparently they recorded it!
5) getting rid of paper trails – esp NOT providing hardcopies of the original contract (when asked for & said they would) or even bills – by changing to digital without your consent (claiming its better for the environment) – only makes it harder for you to prove your case, if a problem should arise….which it OFTEN does.
BEWARE THIS COMPANY has recently been hit with serious UNCONSCIONABLE CONDUCT & fined $15million – it says it ALL – about WHO is at the TOP! They KNEW what they were doing!
If they learn NOTHING from THAT – then you are definitely dealing with SOCIOPATHS at the TOP level.
They may be strong while they have INVESTORS on the stock-mkt…but their company soon becomes WORTHLESS if their paying LOYAL customers start leaving in droves!
And that maybe the ONLY OPTION left – if you are repeatedly being treated like an imbecile!
Thanks for your comment. I am sure it resonates with the many others that feel the same. If you have an unresolved issue then you should go to the TelecommunicationsIndistry Ombudsman. Once that is done the issue is raised to the next level where someone has to communicate with you or face fines.
Well – this will be the Ombudsman Complaint PT2…after a painful exper of JUST trying change address entering 2020 – a reconnection fee that was 10xs more than to have the POWER switched on. This was no rewiring job for NBN…this was just flicking a switch. Then they tried to dbl bill me for the same mth – I thought it a simple mistake & tried contacting but of course COVID arrived & coz they could tell I was just RESIDENTIAL (& not a BIZ) from my phone number punched into the ph – I was CUT OFF – NO explanation. I assumed they would eventually call me back since they now had a record of my number….silly ME to think they might be that advanced in their technology. This went on for 3mths trying to get thru to them…so I just kept paying the mths I used – ignoring dble billing amt. I finally get s/o ringing me 3mths later – the b**** from hell…I pointed out the issue as the dates were clearly on the bills. Next she tried to tell me it was a BOND fee & compared it to RENTAL BOND [NOW I had been a regular-paying client for over 20yrs – never a problem – why would they now need a bond fee?]…besides BONDS go to Rental Bond Authorities – NOT LLs. She then coldly told me I had to pay & hung up – well, I refused to pay as far as I was concerned it was money gouging – plain & simple…& I was willing to go to Court about it. There was NO mention of BOND in the verbal contract…I wrote it down & I knew they poss had a recording & it would say the same….so just continued to pay the following mths yet now extra mounting up with late fees – well we know where that goes.
FAST fwd…after being CUT OFF & having to use library computers for internet access – yet only get 1/2 hr with Covid…I hoped to complain to Fair Trading…only to find there is the TIO….coz apparently it needs it’s OWN service as so many complaints regarding Telcos. I’m sure most of them TELSTRA!
WELL – it was SOON resolved…everything wiped – I just had to turn up to a shop for a NEW modem – even found out I was being over-charged. Said nothing. A wk later- txt asking would I recommend Telstra to a friend from my exper…ignored!
A mth later NO bill – 2wks later the harrassment re-starts thru ph & mail…call the SHOP…OH they are NOT doing postal bills anymore- so where’s the bill? Apparently sent to *****@customer.com…not even my Telstra email address. Now I’m NO TELCO expert but even I know that’s NOT an email address…so the PAIN goes on!!! Worse – I have to turn up to the shop AGAIN to get it resolved. I just told him I’m going back to the ombudsman – coz by LAW – they can’t stop mailed bills if that’s what you prefer & they certainly can’t do it without notifying you. If it’s mail cost & wasted paper – I just told him they have NO problem sending HARRASSING letters if they want. How about STOP the harrassment costs & invest in Customer Service to get it right in the 1st place!
As one complainant said that I read on another site: when it comes to TELSTRA…he now has the Ombudsman number on speed-dial (I thought that funny yet possibly good advice!)
I am so sorry to hear about the ongoing saga. You are right – surely the company knows it is easier to keep customers than do this to them.