We have a current ongoing saga with Telstra. Telstra is one of Australia’s largest telecommunications company and at one time was the best. How far it has fallen now. A number of years ago we had our landline with them, and cancelled it when they sent us a notice telling us the price of the phone rental had increased. After a day or so of research, we decided to go with Optus and in doing so saved at least 50% on our previous phone bills, including line rental.
Last August or early October, a Telstra salesman rang us offering a bundled package for land phone, internet and cable TV. My reply was to send us out the information and paperwork and I would have a look at it. Two weeks later we still had no paperwork arrive. I did however receive two text messages saying that they had organised some contractors to come out and check the viability of installing the cable tv, and we received a Telstra T box in the mail.
I immediately rang them up, asking them what was going on as we hadn’t signed up for anything. With many apologies, a mail bag was sent so we could return the T Box, which we did. I also made it clear that we hadn’t signed up for any services and didn’t have an account with them.
In the beginning of December, we received a bill for $33. Now $33 isn’t a great deal. It’s not a huge amount of money. But, it was a bill for a service we didn’t have. After 4 phone calls, the last one taking over 2 hours, it was finally sorted out. It was acknowledged that we had returned the T Box. It was acknowledged that we didn’t have any phone, internet or cable account with Telstra. And we were told that our account had been shut down, that a credit had been applied and we owed them nothing.
After this particular 2 hour phone call, I was then asked to stay online and complete a customer service survey….which I politely and firmly declined doing.
My wife and I were relieved that we finally got that over and done with… but little did we know…Yesterday in the mail, we received another bill from Telstra, for the amount of $240. They were asking us to pay for the T Box in full. I rang them up and was told that they couldn’t speak to me about the account as I was not a authorised to talk to them about this account and that they had to speak to my wife.
There was no notation on our record of me being an authorised person to talk to them about this account. And there was no notation that we had never had an account with them in the first place and that this non existent account had been shut down. Yet, there was a note that the T Box had indeed been sent back. My wife then spoke to them and they assured us the account had been closed and that it was a mix up in the system.
Oh the joys of dealing with an overseas customer service centre. I commented about this saga on my Facebook page and one wag linked the following video clip. It truly echo’s my current frustration with them. http://www.youtube.com/watch?v=HLR5ToQlfSM&feature=youtube_gdata_player