Telstra
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NGE





PostPosted: 18 Jul 04 16:46
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

"Business is tough enough without this nonsense," says Pdoff

In December 2003 Telstra drastically reduced the cost of their ADSL unlimited service in response to competition. The new cost was advertised at $89.95 per month. In March 2004 we received an account for almost $1,000.

In shock, I phoned Telstra (you always have to wait a long time because they are ALWAYS experiencing an unprecedented number of calls) and was advised that the system had not been adjusted to take account of the new pricing arrangements. I should ignore the bill, pay the correct amount of $89.95, and it would be rectified by the next bill.

When the next bill appeared, the problem had not been rectified, and the amount owing had increased. I phoned again and a helpful lady said that she would manually adjust the account. When the next bill appeared, nothing had changed.

I phoned again and another nice lady said she could see that something had been done but it hadn't been processed and she would manually adjust it again. This took some time but she said it was fixed.

After that we received a notice from the credit department that they were canceling our service because of outstanding accounts. We wrote to them and faxed a letter. We have received no reply.

We attempted to phone Telstra again but the overwhelmingly large and unprecedented number of callers waiting to complain caused us to give up and come to you.

It's still happening.

No reply to either written or email communication, other than the standard "we are looking into it". Another phone call (how many do I have to make?) revealed that they still/now have us listed on an old billing plan (this was not previously the case when we contacted them), but our account on the website shows the correct plan. How do we get through to these people?

Business is tough enough without this nonsense. We are at our witís end.

Telstraís response

We regret the difficulties Pdoff experienced after seeking to change her account to one of the BigPond Unlimited Broadband plans.

The changes she sought to make did not progress as they should have and it is unfortunate that despite her calls to Telstra the problems were not immediately resolved.

Her account now has been corrected, credits are being applied to bills and, in addition to a sincere letter of apology, we'll be advising Pdoff on how she can change to a new BigPond Broadband plan which is even cheaper than the plan she applied for in December.

Thanks to NGE for bringing this issue to our attention.

Rod Bruem
Telstra National Media Office
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feefighters





PostPosted: 20 Jul 04 13:12
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

I've just seen this comment regarding Telstra in the Top 10 Gripes. I am having a similar problem!

My problem is with their ISDN service. It really irks me that we were forced to take up ISDN after repeated applications for Broadband, because Telstra doesn't provide it to our home. (Even tho we live in the Brisbane Metropolitan area) And now Broadband is as low as $29.95 per month! Our Dial up service was just too slow and inefficient to try and operate our business with. So we were quoted $84.95 per month The $84.95 was made up of $45.50 for home phone rental and $39.45 for internet access. We would have the ability to use the internet and the home phone at the same time, and THERE WOULD BE NO CHARGES FOR THE LOCAL CALLS to dial up to the internet. At the time, April 2004, installation cost $55 instead of the normal $190.

Our ISDN service was installed 1/4/04 and while our internet access is much faster, we have had endless problems with the bill ever since. I too spent many many hours on the phone trying to sort it out and they would manually adjust it, only to find next month, there were more inconsistencies - they seem to make it so confusing that most people would just give up and pay it. They keep charging for our dial up calls to the internet (when they were meant to be free) and then seem to include some sort of credit off these calls, but it's impossible to see whether they're doing it correctly or not. (and I'm afraid I am too suspicious of Telstra now to assume they are doing the right thing!) It's now got to the stage that I can't pay the bill because I can't justify it, but I can't speak to anyone at Telstra about it because 1) I just don't have time to spend half a day on the phone, and 2) No-one in there seems to understand the billing either, and 3) A Telstra employee actually told me of communication problems in their call centre on my last call. So I've had to just not pay it and I really don't know what to do next. The Ombudsman won't look into it until Telstra has had it's own enquiry, but I can't get on to anyone in Telstra who is responsible for this problem. I've asked for someone to call me about it, but they tell me they are unable to do this, as they can only take incoming calls!!!!
I'm actually at my wit's end with this as I feel I've done all I can, so would appreciate any advice.
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Pigsie





PostPosted: 22 Jul 04 13:50
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

Telstra still has not explained or justified in any reasonable terms why their customers are left on hold for such a long period. This reflects incompetence and a complete lack of insight into customer service. Perhaps Rod Bruem would like to explain why Pdoff and many other customers have to spend so much time on hold before they get to speak to anyone. Telstra is a company that supplies telephone services within Australia, it certainly says something about their level of customer service when they never have enough staff on duty to actually answer THEIR telephones. IMHO I don't believe Telstra deserves a green tick under Top 10 Gripes when then have done absolutely nothing about the abysmal delays in answering their own telephones. How about it Rod, my workplace always has enough staff working to answer telephones, why doesn't Telstra??
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NGE





PostPosted: 22 Jul 04 20:18
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

Telstraís response
We regret the difficulties Pdoff experienced after seeking to change her account to one of the BigPond Unlimited Broadband plans.

The changes she sought to make did not progress as they should have and it is unfortunate that despite her calls to Telstra the problems were not immediately resolved.

Her account now has been corrected, credits are being applied to bills and, in addition to a sincere letter of apology, we'll be advising Pdoff on how she can change to a new BigPond Broadband plan which is even cheaper than the plan she applied for in December.

Thanks to NGE for bringing this issue to our attention.

Rod Bruem
Telstra National Media Office

*******************************
Telstra Update

On Thursday July 22, NGE Member Pdoff writes:

Dear NGE, further to our last advice that we have received no communication from Telstra, as at now, 4.43pm Thursday 22nd, we just received some correspondence from Telstra.

It is a notice that our payment is overdue!!!

For a huge amount. NOTHING has been adjusted on our account. We have received NO letter of apology. They have lied. I am about to contact the ombudsman's office. I should not have to spend any more time trying to telephone Telstra about their mistakes. This is appalling.
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deepthought





PostPosted: 22 Jul 04 22:51
Post subject: Telstra
Organisation name: n/a
Issue type: Comment

Good on you Rod, you've proven once again the need for a website like NGE so that people can see how Telstra really does treat its customers.

Not only do they get seriously stuffed around and their time treated as valueless, they get lied to by experts.

No wonder you got stuck into NGE on ACA. You must hate the public airing of Telstra's complete lack of concern for the people who make your job possible - your customers.
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feefighters





PostPosted: 22 Jul 04 23:20
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

Why do companies like Telstra only ever act on their customers complaints when they are aired in the media, or in this case on NGE???
They seem quite content to ignore endless complaints, until it looks like they might get found out and exposed. This is so arrogant!
Regarding my complaint with Telstra (on previous post) I've resorted to only communicating by email - much easier on the blood pressure! The response to my first email (2 days later) was just a request for name, DOB etc etc (when I thought that they would already have my information!)
So I await further communication....
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etamucci





PostPosted: 11 Nov 04 12:26
Post subject: Telstra
Organisation name: Not Applicable
Issue type:

About 6 months ago I started receiving 3 seperate phone bills for people I did not know addressed to my residence.

I simply returned them to sender but they kept coming; at first, it was a friendly reminder and then disconnection notices.

I rang Telstra to find out why this was happening. After 35 mins on hold I was told by the Telstra rep that it would be sorted out.

A month later, the bills arrived again threating legal action. Please note, that the bills were attentioned to the individual account owners and not myself.

I felt badly for these people as they had no way of knowing what was going on since they obviously had not received their bills.

I decided to ring Telstra again to find out why this problem had not been resolved. This time I spent over 45 mins on hold (at least I got to finish watching a movie from the previous night while waiting on hold :D) and was then told that there records showed that these accounts were all addressed to my residence.

I tried explaining to the person that I am an owner/occupier and have lived at this address for over 2 years but they insisted that these services were connected to the address shown in the bill.

After asking to speak with a supervisor (and not accepting a call back option) I waited on hold for another 30 mins (got to start watching another movie) before being told that as these bills were addressed to my residence that I would be personally liable to pay them should Telstra not be able to recover the funds from the account holders.

This caused me quite a bit of concern as the running total of the bills had reached well over $7000. I asked the supervisor to explain to me how I could be held liable for three seperate service accounts that I haven't got. His reply was, "The address on the account tells us where the service is installed and since that is your address, you are liable".

When I asked if there could be an error on their system, his reply was "we don't make mistakes like that!" - Yeah right!!

His next suggestion was that I personally contact each individual account holder on the bills and ask them to sort it out with Telstra. When I replied stating that this would be impossible since Telstra had disconnected the people's services he suggested that I send them a letter eusa_wall.gif .

I then pointed out to him that doing this would simply mean that I would be mailing letters to myself since the address on the bill (which is the original problem) is MINE!!

He then said "well if that's the case then these services must be installed at your address."

AAAARRRRRGGGGHHHHH! It was like talking to an infant.

Well, needless to say, my service was disconnected a month later to due to failure to pay the outstanding bills.
It took me over a week (with no telephone service) to sort the mess out and over 5 hours of speaking with different people and waiting on hold (on my friends phone).
They should change their name from Telstra to HELL-stra.
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deepthought





PostPosted: 11 Nov 04 15:18
Post subject: Telstra
Organisation name: Not Applicable
Issue type:

It appears Hel$tra have reached new heights of incompetency. Sorry for your troubles but that's practically funny how bad your story is.

Reminds me of the time I rang to cancel my father's 'phone service after my father's death. I was told only the account holder could cancel it. I asked if they had a special line into heaven because my father was beyond my reach. Needless to say the bills kept arriving and I have no doubt the debt collector is still scratching his bum at the failure to find my dad.

Though it wasn't Hel$tra in my story I suspect the person I spoke with was Hel$tra trained. Only they can come up with such stuff.
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rovak





PostPosted: 11 Nov 04 21:42
Post subject: Telstra
Organisation name: Not Applicable
Issue type:

I once called hellstra on my mobile phone to report the fact that my home phone land line did not work.

The stupid reply from the hellstra employee was and I quote "well how are you ringing me then if your phone does not work" Have they not heard of mobile phones or pay phones or maybe even using a friends phone.

I recently got Austar put on through Telstra and received a $15000 bill. They where billing my service at some astranomical rate per month. When I called about it and waited on hold for ever I had to speak with 4 different people before they told me an error had been made and they would adjust my account and that I should pay my bill for phone and internet and not pay the Austar component until I get my next bill. After reading these posts I dread to see what my adjusted bill is going to look like next quarter.

Lea
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mk50a





PostPosted: 22 Nov 04 11:20
Post subject: Telstra
Organisation name: n/a
Issue type: Complaint

Under the governments HiBiS Scheme persons such as myself who are unable to get ADSL internet are entitled to a discounted rate of other forms of High Speed Internet. ie satellite or ISDN. So what does hel$tra do? not apply the discount to both but to Satellite, a service whose install cost and monthly charges are out of reach of most ordinary families. Even with the discount it still costs over $100 a month. So anyway I connect to ISDN, I will give credit where it is due and they were very promt in stting a tech out to install the service (It only took a week! as oppsed to the 14-21 working days I was told on the phone). However, when he arrived he only done half the job and left telling me that it was all good to go. I tried to surf the internet and nothing. I had no line power, so if I lost mains supply to my ISDN box,(which all phones are routed through) I would loose my phones! I rang Hel$tra after 2hrs of this and was bumped around and around then told that to give it a hour then it should be good. But was it NO! I rang them back and firstly was put on to bigpond about my internet and they told me that they had no record of any request to me supplied an internet service despite that I was I entered a verbal contract with over the phone So they fixed that part over the phone. Nxt
I was put through to the corporate department as they are the ones who deal with ISDN. After a further 4 departments a fault was logged and I was told someone would get back to me within 8hrs. Sure enough the next morning a VERY helpful tech called Carl rang me and check my line, he told me that the install tech had stuffed up and only done half the job as he ahd not installed my service at the RIM. According to Hel$tras records i didn't exist and he was amazed at how i even had a fone connection at all! I then told me that the tech had incorrectly configured my equipment and that he should have seen this prob and could have fixed it in under 2 mins as carl did. Once all that was sorted, i connected to the net, but alas I could not browse, get mail or anything! i ring Bigpond and was told my system is at fault as they couldn't see any probs on their end. After much convincing that my system was fine they logged a fault. once again Carl rang me and got things working. Then it shat itself again, but this time Carl rang me! thats right HE RANG ME! He apparantly was just checking up on my line on their system and found that some card in the RIM was faulty and that was the source of my problems. He promtly dispached a tech to recitfy and voila. I rang hel$tra in order to get some sort of compensation as I had paid good money for all this to happen first time and since that only have the install was done in the first place why should I have to pay full price for install?? Was told that a magager from sales would get back to me. Still waiting nearly 2 weeks later.eusa_wall.gif But I give VERY high praise to Carl as he was extremely helpful and genuine. A rareity
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Pigsie





PostPosted: 22 Nov 04 11:47
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

Usual Telstra incompetence at it's best. Huge company, multi-billion dollar budgets, don't have staff to answer the phones.

I feel that so many complaints with Telstra (mine included) are due to Telstra's reluctance to put enough staff on to answer THEIR phones. Sitting on hold for 20 minutes plus waiting to talk to someone isn't just as the recorded message says "unusually large number of callers" it's because they don't have enough staff answering phones. False economy guys! As not only a customer of Telstra, but a Telstra shareholder I find it pittiful the way they carry on business. At least good old Ziggy icon_rolleyes.gif and other members of the board get their fat little salaries and payments, one board member in this year's Annual Report didn't even want to disclose how much he got paid.

Telstra: They're called telephones, they're what you specialise in - learn to answer them - in Australia too. This is Australia, I expect to speak to someone in Australia. It's not rocket science guys. It's called customer service. So you had a huge loss in Hong Kong or Singapore after investing a fortune in a business interest there??? Well who was the idiot who approved that idea? This is Australia, keep your mind on the job, focus on being the big Australian looking after Australians. It's not that hard really, is it?
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frustratedcbacustomer





PostPosted: 22 Nov 04 18:34
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

Well all I can say about Telstra is they are at the point of harassing with all their phone calls to try and get us to switch back to them.

Telstra, due to your incompetence we will NEVER EVER switch back to you, so please take no for an answer and GET OVER IT.
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netguru





PostPosted: 22 Nov 04 23:11
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Complaint

It is my belief that through the discussions I had with Telstra that contacting Telstra is not worth it and that Telstra will never ever refine their processes based on customer experiences and feedback.

Especially when you have to explain your problems with 3 different people in 3 different sections and even then it is not solved, to sign up with Telstra package deal you have ring different sections, you get answers that have nothing to do with what your questions was all about, you are still waiting weeks later to get answers, you are asked to ring Telstra to get answers (so what are the online form for? to look pretty) etc etc etc etc etc.
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etamucci





PostPosted: 23 Nov 04 00:09
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Comment

The sad reality is that Helstra will only get worse with time (especially if the remainder is sold off).

It seems to be a trend with a lot of companies these days in that customer service is no longer important. The primary goal is profits and to hell with anything else.

Most large organisations are moving all their customer support services to overseas call centres which only adds another level of confusion and misdirection.

I work for a large computer company (who shall remain unamed) who has recently retrenched over 600 customer support staff in favour of one of these remote call centres. Since then our customer satisfaction levels have plumetted but the powers that be do not see this as a problem - or they just don't care - they are saving millions of dollars every year.

What these companies fail to take into consideration however is how much they will potentially lose in the long term.

I for one have started making it a point of calling the support centres of any comapany's product that I am thinking of buying to see what their support is like. If the support or sales information stinks then I assume that the product does as well and will look for a suitable alternative.

It's a pity in this country that we rely so heavily on a few vendors that supply certain products or services. They know that we can't go anywhere else so they can basically treat us however they like.

A perfect example of this is Qantas, who before Virgin Blue came along claimed that they simply could not lower their fees for travel. They have certainly changes their tune since.
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netguru





PostPosted: 26 Nov 04 01:58
Post subject: Telstra
Organisation name: Telstra Registered company is listening
Issue type: Complaint

Now I have switched to another mobile phone company I just waiting for that call from Telstra.

Asking why I switched companies and if I would like to come back, why don't they ring people when they are still customers then they can see the problems people have to put up it and then they can fixed it there and then.
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