This is one for the folk at Telstra who understand how their accounting system works. Once upon a time we had 3 accounts with Telstra One was for Bigpond via a USB wireless 3G stick that was old and getting tired. One was for an old style mobile which is designated as our Home phone (there being no available landline) and the third, another old style mobile which is primarily used as an inter-partner pager. This worked well as each bill arrived separately, were staggered and got paid on time.
We decided to upgrade the Bigpond aspect and trotted off to our Telstra Shop where we purchased a Sierra 4G wireless unit which is fabulous. In the process the Sales Tech appears to have bundled our new Bigpond 4G account with the Home phone account (under the same account number), meaning we can no longer autopay our Bigpond component through our bank.
When we left the shop, we had a new Bigpond account, an old bigpond account (discontinued but due for monthly renewal – such that we paid for both for a month). A credit for the unused amount of the original USB account was raised and sat there doing nothing.
A new bill came through being for the Home mobile, showing past payment and new monthly charges – ok!
Lumped into the same account was a dual payment for the new Bigpond account. It took a while to figure out what was going on. We contacted accounts via web chat and asked whether the credit could be applied to the new bill. This was arranged and we were given a ref number to quote if necessary.
Neither our bank Bpay system or the Telstra web pay methods provide an area for quoting a reference number.
We paid the new bill, less the credited amount but have now been advised that we have 'short paid' the bill and to please rectify immediately.
By the way; the other phone account arrived today in the normal manner and will not be a problem.
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You have provided a lot of information but you have not asked a question of the community so I am not sure what you would like a hand with.
If you need to confirm the balance on your account and that your account has been placed on hold, due to the credit that was transferred over, I would suggest speaking to a consultant directly either via chat or on 13 22 00.
You can also ask these staff to separate the bills if that is what you are after.
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