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Sc-99
Level 1: Cadet

Stay connected non return fee

Has anyone had a problem with the non return fee for stay connected not coming off your bill? I returned my phone 12 weeks ago, have the australia post receipt as proof of return but am unable to have the non return fee removed untill the phone reaches the factory ( usually 4-5 weeks ). The answer i keep getting is it will come off the bill when the phone reaches the factory.... if it has been lost in transit what then ?

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5 REPLIES 5
Support Team
Support Team

Re: Stay connected non return fee

Hey @Sc-99

 

Thanks for reaching out. 

 

What has been advised when you spoke with our team? 

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Sc-99
Level 1: Cadet

Re: Stay connected non return fee

To wait for the phone to reach the factory and it will come off my bill. However i am still getting overdue notices and late fees added to my bill.
Support Team
Support Team

Re: Stay connected non return fee

Thanks for letting me know @Sc-99 

 

Have you raised a formal complaint with us? Do you have a SR reference number? 

 

If not, I recommend lodging an official complaint with our complaints team via the secure form at https://tel.st/6ylwe. This will allow us to have a specialised case manager assigned for this to be investigated and resolved further. This will allow you to have the one contact point until this is resolved fully for you. Please allow up to 3-5 business days for a case manager to be in touch.

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Sc-99
Level 1: Cadet

Re: Stay connected non return fee

Thank you , i have now lodged a complaint. We will see if this process is able to resolve the matter.
Support Team
Support Team

Re: Stay connected non return fee

Thanks for the update SC-99. 

Please let us know how you go with your case manager once they have been in touch, we want to make sure this gets resolved. 

Regards - Tom

____________________

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