Why is Telstra so slow to process a bill payment?

[whyisitsoslow]

Why does it take such a long time for a bill payment to show up on My Telstra account page.

I paid my current bill at about 2am on Saturday the 31st and over 30 hours later my bill on your website is still not showing up as paid (even though I know I have paid because I've got the receipt from when I paid and the money left my bank account as soon as I paid the bill on Saturday)..

I can show the receipt and my bank statement as proof.

Why is is so slow for a bill payment to process.

Why can't Telstra improve their customer service?

[Jupiter · Accepted solution]

There is currently fault in the billing systems that is preventing the payments from showing up in the customer's interface even though the payments themselves are going through. 

[wearingmeout]

Having the same issue. Paid my account on 29/08/19 and still not showing as paid on either 24/7 or my account. To make it even better my calls have been constantly dropping out today and my Telstra+ gold tier points have simply vanished. Good on you Telstra. Keep up the good work.

[whyisitsoslow]

That sucks.

Did you have many points?

I read on an older Crowdsupport post / question that they used a legacy system and that was why the payment process takes such a long time but apparently that ended in 2018, so makes you wonder what their excuse is now lol.

Still I've had bad experiences with Optus too, so I think most telcos seem as bad as each other but I like that Telstra still lets you pay in their shops unlike Optus (their Erina Fair shop is crap, 1 casheir, sometimes qeues way outside the front of the store and you can't pay your bills there).

I hope Telstra can help you with your problem too.

[whyisitsoslow]

Thanks.

Hopefully my next bill doesn't show up with a late payment from this last bill.

I think Telstra's been having more problems since they changed their website (sometimes it seems to take a long time to log out too, problems logging in, etc).

Still I've had bad experiences with other telcos too lol.

[wearingmeout]

Yeah it has been a frustrating day, one of many with Telstra in the last few weeks. I am sure though that as per usual they will resolve their "technical issues" and my points will magically reappear, my bill will show up as paid and I will be able to call my Mother without being constantly disconnected. I live in hope.

[purple_jellie]

I paid my bill on the 27/08 & it's still not showing up as paid. In the past it was just the app & the account showed as paid at Telstra website but not at the moment - both showing my bill as over due.

[whyisitsoslow]

I just sent Telstra a Tweet on their Twitter account. There's no way I'll be paying them an overdue fee for their screw up. If they say my payment is overdue I can send them my bank statement and the receipt from when I paid the bill. To me Telstra needs to fix their crap up. A massive company which most ISPs rely on and their own services aren't reliable.

[whyisitsoslow]

Finally my bill says it's been paid... stress gone... whew!!!! LOL.

I had a bit of a whinge on Telstra's Facebook account.

[MattyC]

Appreciate your patience, and the update. Glad to see its flowed through. Please let us know if there's anything you need. - Matthew. 

[jj05]

Is there still a delay?  I paid 3 days ago and still not showing as paid, but has been taken out of my bank account on 3/9

[MammaB]

Hi jj05, depending on how the payment was made can have an impact on how long it takes to land onto your account. If you are concerned about this, our Billing Team can certainly assist. They are available via either LiveChat at  https://tel.st/ppwny or on 13 2200. 

You mentioned it was not showing still and can I ask if you are checking using your MyAccount  https://tel.st/l8uc7 and when and how did you make the payment?

[jj05]

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@MammaB wrote:

Hi jj05, depending on how the payment was made can have an impact on how long it takes to land onto your account. If you are concerned about this, our Billing Team can certainly assist. They are available via either LiveChat at  https://tel.st/ppwny or on 13 2200. 

You mentioned it was not showing still and can I ask if you are checking using your MyAccount  https://tel.st/l8uc7 and when and how did you make the payment?

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There has been a Telstra issue with payments downloading- checking the 24/7 app it’s showing overdue and I paid it via bpay 3 days ago; 2 days BEFORE due date. This issue is causing problems- can you please provide an update when this will be fixed!

[Stef_3]

Hi @jj05

Just checking in to see how you went and if you need any further help or support?

- Stef