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marksim
Level 2: Rookie

Cancelled account and direct debit still active

Answered

Hi,

I cancelled my account three months ago, Telstra kept taking $40 per month via direct debit. My account access was cut off, so I couldn't cancel my direct debit online.

 

I contacted chat support and requested they cancel the direct debit and refund me the credit on my account, I have the transcript where I was assured (I asked him to check twice) that the direct debit was cancelled.

 

Received an email bill today confirming another 2 x fortnightly payments have been taken by direct debit, and I am now $587 in credit - still no refund.

How can I actually get a hold of a real person that can resolve this once and for all?

 

Regards,

Mark.

1 ACCEPTED SOLUTION

Accepted Solutions
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Cancelled account and direct debit still active

Given that it wasn't resolved by the consultant, I would recommend that you lodge a formal complaint. That way you have a single point of contact until it is resolved.
https://say.telstra.com.au/customer/general/forms/Email-Complaint
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

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2 REPLIES 2
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Cancelled account and direct debit still active

Given that it wasn't resolved by the consultant, I would recommend that you lodge a formal complaint. That way you have a single point of contact until it is resolved.
https://say.telstra.com.au/customer/general/forms/Email-Complaint
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
marksim
Level 2: Rookie

Re: Cancelled account and direct debit still active

Thanks Jupiter, I've raised the complaint, thanks for the link. Fingers crossed!

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