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Telstra / Continued Awful Service & Billing on a closed account

Melbourne, Victoria, AU

I had the miss-fourtune of being a Telstra customer while living in Melbourne. I have spent 18 painful months trying to sort out problems in service and billing, and after returning to the UK have endured a further 5 months of stupidity from the business who have continued to bill me on a closed account. Initially when we took out the service for phone, internet and foxtel they billed us for 4 months for internet twice per month. It took a number of calls and visits to the store, everytime I was promised it would be sorted out, every time nothing was done. FINALLY in store there was a Team Leader from the business out seeing what the customer queries were. he told me he was horrified at the level of billing issues we had. He did finally sort everything out and arrange a refund for us which by then was over $500. This was all between August - December 2012. We then look to leave Australia in July 2013, aware of the issues we would probably face we spoke to numerous advisors in store and on the phone to ensure that the account would be closed properly and billing would be done correctly. Even with all the work we did as customers to try and get the right information we were told different things everytime we spoke to an advisor. The day we left our house we were advised that our account was definitely closed and we had a final bill to pay which we would recieve in 2 weeks. We paid that bill promptly. What has happended after that is a complete joke and a reflection of how bad Telstra is. They have continued to bill us!!! Typical!!! I have sent complaints on the website which I receieve an email saying I will be contacted in 48 hours. I send another email 5 days after after no response. I finally do get a response which I have copied below. You would think that after this the account would be closed, but o no, that would be too easy. Today I have recieved yet another bill!!! What is the matter with this business, who runs it, why does no ones know what they are doing, why is every person you speak to wrong about the information they give and have no intellingence to escalte problems they cannot solve. WHAY ARE THERE SO MANY PROBLEMS? I have lived globally and have never experienced such a situation. I am now again waiting for Telstra to get in touch about this new bill to inform me of what they propose they will do, will I get compensation for my time... Probably Not!

Dear Iola,


Thank you for contacting Telstra.

I checked our records and found an email response sent dated 23/10/12 to verify your account details. My apologies if the response was not successfully received.

Iola, I am sorry if you are still receiving bills for your disconnected services. In order for us to check your account and make the necessary changes and bill adjustments, please reply with the following:

* Date of birth
* Contact Number (overseas)

In adherence to Privacy Policy, Telstra requires every customer to verify their identity using their date of birth prior to providing information or making changes to their account. This verification must be supplied by either the Legal Lessee of the account, or an authorised representative acting on behalf of the Legal Lessee. This procedure is followed to prevent information being given to an unauthorised third party.

Once we receive the above information, we can proceed with rectifying your account.

Furthermore, I have escalated your complaint and the reference number is SR 1-[protected].

If your matter is urgent, you may contact us at 13 22 00 and say ‘Complaint’.

Further information about our complaint handling process can be found on Telstra.com: http://www.telstra.com.au/help/contact/complaints/

I will anticipate your response, Iola.

Thank you and may you have a great weekend.

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