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JH48
Level 2: Rookie

Travel Pass

Answered

Before I went overseas to Japan in MarchTelstra was requested to set up travel passes for two mobile phones. One phone was set up incorrectly.

As a result whilst overseas I started to get messages re charges. I spoke to 24/7 chat to raise the alarm and to say they must have set up that phone incorrectly. 

I was told they had and not to worry I would not receive any charges other than the travel pass.

A few days later messages re charges continued and so I contacted 24/7 again whilst on holiday. I was again told a full credit would be issued and that an error had indeed been made. 

When getting home and receiveing my bill no credit had been applied. I was charged for the calls  $875.31 and not the $350 travcel pass on that phone.

It is now after 6 24/7 chats and a number of phone calls and I have still not had resolution.

I was told it had been esclaled to a complaint and a case manager would contact me within 2 -3 business days. That was on

 12 May and again by phone on 16 May. 

Clearly 24.7 chat does not provide the service Telstra says it does. Everytime I have beenn told they will contact the previous consulatant or yes you are correct and the matter will be fixed. But nothing is done and I never hear anything.

 

I am about to go overseas again and wish to have this resolved. It is taking up a lot of my time which is very poor customer service I have been a Tesltra cusomer for over 40 years. 

 

I have  prepared a summary of all activities and requests that have taken place , I am hoping there is someone I can email it to to get some resolution or  any ideas on how to get a resolution?

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
JH48
Level 2: Rookie
Accepted Solution

Re: Travel Pass

Hi 

Just to let you know all sorted and credit now approved.

 

Thanks

JH

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5 REPLIES 5
Support Team
Support Team

Re: Travel Pass

Hi JH48, 

 

Sorry to hear that the complaint is yet to be fully resolved for you, can understand that this has been a very poor and frustrating experience.  

Do you happen to have the SR reference number for the lodged complaint? 

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JH48
Level 2: Rookie

Re: Travel Pass

Hi Ivan

Yes I do or I believe I do it is 1-1147985859706

I can also provide all the other Reference numbers if it helps but imagine they will all pop up with this one at your end.

Hoping you can help ! 

Thank you for quick reply.

John

Support Team
Support Team

Re: Travel Pass

Thanks for that, JH. I've emailed your case manager, requesting she get in touch with you about this as a matter of priority. I do apologise for the long wait to have this resolved, and I'm confident she'll address this quickly and appropriately. 

Please let us know how you get on - Matthew.

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

JH48
Level 2: Rookie

Re: Travel Pass

Thanks Matty

Here's hoping! I will be sure to let you know. 

JH

JH48
Level 2: Rookie
Accepted Solution

Re: Travel Pass

Hi 

Just to let you know all sorted and credit now approved.

 

Thanks

JH

View solution in original post

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