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Telstra Corporation / mobile phone service interruption, overcharging of data and terrible support consistency.

1 Melbourne, Victoria, Australia
Contact information:

Last year, we found our phone calls were dropping, all the time, and service went off line for hours at a time with absolutely no warning or accouncement.

Could not log into billing APP on iphone, and account number allocation and IDS were changed without notification, and login access was unavailable for over 1 year despite repeatedly reporting the issues.

Shared DATA on sign up but not allocated to services and therefore resulted in over billing despite assurance this would not happen, $4000 plus over charged. Credit promised for period were the call drop outs and call quality issues, and APP login issues were experienced, however this never came through and the person who promised it forgot about it and denied promising it.

Raised complaint to TIO and a gentleman from resolutions called back and promised to fix it but never heard back from them again, despite us following up numerous times.

Its feels almost as if staff rotating or position change happens on purpose to discourage the customers to diligently report the issue and resolve it. Operators do not fix problems in a timely manner since they are incompetant and change so quickly and without leaving sufficient notes, that every time a new person comes to take over the issue it has to be re-explained again.

No Accountability and no will to resolve, and no anility to resolve quickly and swiftly, even though we spend person $300-400 per month on mobile bill with Telstra they do not seem to care.

Current issues first reported August 2016 - 1 year through and not fixed fully. Spend 100s working hours on the phone with no rebate or compensation.

Seriously not good enough.

  • Updated by Oracle Signal, Jul 24, 2017

    Spent 50-200 Hours on the phone, serious issues outstanding for a YEAR, no accountability. Drop out of service calls, overcharging of bills, and APP not functional, and account ID changed without consent.

    Staff change and no accountability or continuity with current issues, and issues do not move forward and go back to ZERO start along with the new operator taking the call.

    It feel like there is deliberately attempt to delay resolving issues of over charging due to cash flow? Promised credits never paid out and conveniently NOT providing recorded calls which are inconvenient to them.

    Should be great service but is the worst customer support crew in AUSTRALIA.

    A shame because I love to LOVE Telstra, but currently not possible.

Or
Jul 24, 2017

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