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The quickest way to find out what is going on may be to speeak with the Financial Hardship team. Just call 132200 and ask for Financial Hardship. They are set up to help people who are having problems paying their bills and should be able to help get the process started to find out what is going on.
You will most likely then need to speak to complaints to put in a formal complaint to get it resolved, but the Financial Hardhsip team should be able to help kickstart that process for you.
As you are claiming that it is an identity theft crime, they may not be able to give out actual information as to the size of the debt or other details, but they will be able to collect identification from you (might need to get a notorised copy done at the Police Station) in order to prove that you are who you say you are.
After you speak to Telstra, get them to email/post you a letter confirming that you have contacted them and then take that to the Police to report the identity theft. They will then be able to deal with Telstra as well to resolve who has signed up using your identity.
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