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Telstra Alumni (Retired)
Posts: 626
Registered: ‎13-07-2011
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Accepted Solution

Hoax calls, hoax emails.. we have you covered...

[ Edited ]

With the increase in the number of hoax emails and hoax callers claiming to be from Telstra, I thought I’d let you know about the information and advice we have posted in our Help / FAQ site that cover these type of situations, along with a reporting mechanism we have set-up for customers to report phishing scams, hoax calls etc...

 

Happy to have any thoughts/feedback on any of the information we have up there.

 

Thanks

 

CrowdSurfer

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Community Alumni (Retired)
Posts: 5,607
Registered: ‎14-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...

My biggest concern as a customer (and employee) is trying to determine which calls from Telstra are true, and which calls are false.

 

Its great when we don't ask for personal information (like a MMS fault I reported recently) but its also really concerning when either us or our Partners (Overseas or Domsetically) are calling for issues like Credit Management, where we have to ID our customers.

 

I'm suggesting being able to disclose a piece of information (such as the Bill Number of the most recent bill, or the last 4 digits of the Account Number) so that customers know that its us calling. Would go a long way to stopping the fake calls for account information.

 

B.

 

 

 

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Telstra Alumni (Retired)
Posts: 626
Registered: ‎13-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...

Thanks for the post Ben, we are always looking for ways to improve our service and I'm been in discussions with one of our Corporate Affairs advisors to review your suggestion,

 

Thanks again

 

CrowdSurfer

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Tech Bar Team
Posts: 328
Registered: ‎03-10-2011
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Re: Hoax calls, hoax emails.. we have you covered...

Perhaps requiring certain departments that need to contact customers directly to discuss potentially sensitive information are all required to be based in Australia so that we can pretty much ensure to customers that calls being made to them by Telstra are going to be from Australian call centres and Australian consultants. This would help to cut out the overseas factor in fraud, and anything coming from onshore I suspect would be easier to trace and prosecute anyway. Not really an iron clad solution, but I think it would help in providing more certainty to customers about where calls from Telstra should be originating from, and give customers a better chance of spotting potential fraudulent calls.

Josh | Tech Expert |
Need additional help? Book a Telstra Tech Bar appointment.

Although I am Telstra staff, any views express are my own and don't necessarily reflect those of Telstra
Telstra Alumni (Retired)
Posts: 626
Registered: ‎13-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...

[ Edited ]

Good to see some chatter around this topic already, and our security teams are always working hard to ensure these types of activities are a top priority and are kept in check. 

 

If you have received a hoax email/call, did you find the information available online sufficient, and did you go on and complete the misuse of service form to report it?

 

For those worried about Hoax emails, I'd very much welcome your feedback on the information we have here: http://go.telstra.com.au/helpandsupport/results?query=hoax and if it meets your expectations?

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Community Alumni (Retired)
Posts: 5,607
Registered: ‎14-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...

[ Edited ]

I have a problem with http://go.telstra.com.au/helpandsupport/-/what-to-do-if-you-receive-a-hoax-call-claiming-to-be-from-...

 

• Do not give out your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source.

 

Since we do call our customers to request payment (from a Credit Management perspective), and advise the risks of non-payment, this doesn't make much sense. It could also cause customers to be disconnected or increase customer frustration if they followed this advice. Perhaps something about contacting Telstra to confirm would be better?

 

B.

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Telstra Alumni (Retired)
Posts: 626
Registered: ‎13-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...

Certainly appreciate that call out, I would like to stress though that the first part of this answer states: "Some Telstra/BigPond® customers have recently reported receiving calls from people claiming they represent various reputable companies and who try to convince the customer that their computer is infected with viruses. They may then try to sell software to the customer to remove these viruses or seek remote access to the customer’s computer." Which doesn't really cover off our Credit Management team making outbound calls to discuss an overdue account balance, and there would not be any reason our CM team would want to discuss viruses or attempt to sell software nor seek remote access to our customer's computer. Naturally if anyone is ever concerned about a call claiming to be from Telstra/BigPond you are able to advise of your concerns, if you are still concerned simply hang up and call us back on 13 22 00 to discuss the matter. Thanks CrowdSurfer

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Community Alumni (Retired)
Posts: 5,607
Registered: ‎14-07-2011
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Re: Hoax calls, hoax emails.. we have you covered...


CrowdSurfer wrote:
Certainly appreciate that call out, I would like to stress though that the first part of this answer states: "Some Telstra/BigPond® customers have recently reported receiving calls from people claiming they represent various reputable companies and who try to convince the customer that their computer is infected with viruses. They may then try to sell software to the customer to remove these viruses or seek remote access to the customer’s computer." Which doesn't really cover off our Credit Management team making outbound calls to discuss an overdue account balance, and there would not be any reason our CM team would want to discuss viruses or attempt to sell software nor seek remote access to our customer's computer. Naturally if anyone is ever concerned about a call claiming to be from Telstra/BigPond you are able to advise of your concerns, if you are still concerned simply hang up and call us back on 13 22 00 to discuss the matter. Thanks CrowdSurfer

True, but I still think there should be something on the FAQs that prompts the customer to contact us if they are concerned about their account safety Smiley Wink.

 

B.

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Occasional Visitor
Posts: 1
Registered: ‎30-07-2013
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Re: Hoax calls, hoax emails.. we have you covered...

I have just received a call at 3PM from a man (indian accent) who tried to convince me that I had a lot of viruses on my computer. I firmly told him that I do have anti-virus in place and hung up. Beware people, I am very tempted to have my number not listed as we are having a number of telemarketing calls from Telstra and Origins (Electricity) who seem to have all my details! I refuse to disclose my account number, date of birth, monies etc. but how some of these telemarketers get these details I'll never know! 

Occasional Visitor
Posts: 3
Registered: ‎11-04-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Hi,

The links above seem only for BigPond emails, not Hoax Phone calls as stated in the title.

 

I had a hoax phone call from an Indian call centre claiming to be Telstra. They said there was a problem with my broadband connection and they needed to verify my details. (it was clealy wrong because my land line and broadband is not with Telstra)

I refused to co-operate and then they got abusive and hung up. 

So this is to let Telstra know that these scams are on going and there is very little mechanism to report it. Also it seems the authorities and the Telco's have very little power to block these annoying and illegal calls. I would love to see all calls of this nature blocked at source by the Telcos but it seems too hard.

 

Frequent Contributor
Posts: 118
Registered: ‎13-06-2013
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Re: Hoax calls, hoax emails.. we have you covered...

Sadly, if I hear an Indian voice or an americanised Phillippines voice I just hang up.

 

Too many scammers.

Occasional Visitor
Posts: 1
Registered: ‎21-12-2013
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Re: Hoax calls, hoax emails.. we have you covered...

I get these calls at least twice a week, sometimes up to 4 times. I am at my wits end with them. I had one scumbag call after 11pm one night and then get abusive and continue to call back every 10 mins. My suggestion is to keep a whistle by the phone to try and damage their hearing. They might flag the number as do not call, eventually.

Community Manager
Posts: 3,211
Registered: ‎20-02-2013
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Re: Hoax calls, hoax emails.. we have you covered...

Hi NOWORKINGFOXTEL,

If you're receiving unwelcome calls I'd suggest to register your number with https://www.donotcall.gov.au/ . The Do Not Call Register is a database of phone numbers that customers can register on to indicate that they don't want to receive unsolicited telemarketing calls. You can do this via the website, by mail to "Do Not Call Register, PO Box 42, North Melbourne VIC 3051" or by phone on 1300 792 958. Registration is free and lasts for eight years at which point you would need to re-register the number in order for it to stay listed on the Do Not Call Register. You can also remove your phone number at any time. Please keep in mind It may take up to 30 days for a registration to become effective.
 

If you do not wish to receive Telstra telemarketing calls, or for information on our telemarketing opt out process, please call us on 1800 039 059 (9am-7pm EST Mon to Fri, excluding public holidays).

You can view more information on unwelcome calls here http://www.telstra.com.au/abouttelstra/advice/unwelcome-calls/
 
 
 

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Occasional Visitor
Posts: 2
Registered: ‎21-02-2014
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Re: Hoax calls, hoax emails.. we have you covered...

I have been receiving those phone calls on my home phone everyday for the past week! The woman would start by saying "mam this is an urgent phone call regrading your computer", then she tries to scare me that my internet will be cut off from tomorrow. Once u do what they say they get control of your pc and tries to steal password to your Internet banking etc. if this happens to you just disconnect your internet( turn off your modem) and make sure all sensitive info and deleted before you connect to Internet again!
Occasional Visitor
Posts: 2
Registered: ‎21-02-2014
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Re: Hoax calls, hoax emails.. we have you covered...

I tried the do not call register, doesn't work for those ones...
Telstra Alumni (Retired)
Posts: 1,803
Registered: ‎20-09-2011
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Re: Hoax calls, hoax emails.. we have you covered...

Hey Love2dream,

 

If you do get another call from this people, I would recommend taking note of the times it happened, the length of the call and if you can get their contact details or even name of caller it will help in the investigation.

 

I would recommend that you report this through the government's ScamWatch site.

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Occasional Visitor
Posts: 3
Registered: ‎28-03-2014
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Re: Hoax calls, hoax emails.. we have you covered...

I have received an email claiming to be from paypal saying I bought something which i didn't, I wanted to inform telstra about this. How do I do it?

Crowd King
Posts: 6,004
Registered: ‎03-04-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Hi there, is it stating that you bought something from Telstra?

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Occasional Visitor
Posts: 3
Registered: ‎28-03-2014
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Re: Hoax calls, hoax emails.. we have you covered...

No it hasn't said that, it said i bought it from ebay but came in my bigpond email

 

Crowd King
Posts: 6,004
Registered: ‎03-04-2012

Re: Hoax calls, hoax emails.. we have you covered...

OK, Dear me they are trying every trick in the book these scammers. Unfortunately Telstra has no control over this type of email which are normally randomly generated by compputers overseas, you get one, someone up the street gets one, Telstra customer maybe a customer of a different Telecomunications company.

 

I'd suggest you report it to Scam Watch at the following link;

 

http://www.scamwatch.gov.au/content/index.phtml/tag/Scamwatch/

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Occasional Visitor
Posts: 3
Registered: ‎28-03-2014
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Re: Hoax calls, hoax emails.. we have you covered...

thanks for your help Jeff

Occasional Visitor
Posts: 2
Registered: ‎08-05-2014

Re: Hoax calls, hoax emails.. we have you covered...

I just received a call from a woman claiming to be bigpond and we are about to disconnect your internet. They supplied me with a id no, there name and told me they are in Sydney, all very convincing. Stupidly I allowed them onto my computer then when they asked me for my credit card details I again asked him (the supervisor) for his id and that I was calling telstra, he gave me his id number and waited while I called telstra, to which surprise they didn't know him and a conference call was taking place. The real man from telstra was extremely helpful but now my PC is playing up and I have to do a format on it grrrr
Be very careful, the buggers can be very convincing
Crowd King
Posts: 6,004
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Re: Hoax calls, hoax emails.. we have you covered...

If you have given them your CC details, phone your bank straight away!!!!!

 

Once they get onto your computer they can get into any online banking you do, your email mailing lists and more.

 

I'd disconect the computer from the internet straight away, and don't connect up again until your done a re-formatting etc.

 

If you aren't connected they can't continue to access it.

 

 

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New Member
Posts: 2
Registered: ‎15-05-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Today I received a call, supposedly from Telstra support.

 

When pressed, I was given details of the caller as:

Located in 215 Miller Street North Sydney

Name: John Paul

Tel: 860561 147

Testra staff ID: TLAUS01895

 

I was told that everyone is being called to remove a malicious file from their computers.

 

I said I would not allow them to connect and to give me more detail abut what file and what was to be done. They 'assured' me that they would not touch my computer and that I would be removing the offending file myself.

 

After doing a few safe things like asking me to look at the Windows logs, they asked me to type the following in the RUN command:

www.too.gl/399

This was apparently to connect to their server so that it could repair my computer.

 

Obviously I did not do this. Connecting to an unknown service.

 

BTW the line was terrible, with lots of backgroud noise. When I asked too many questions, I was put on to a Supervisor, and then the Supervisor's Supervisor, who still had a poor grasp of english and did not answer my questions, so I hung up.

 

This sounded so much like the Microsoft Support calls, that I think they use the same script but change the company name.

New Member
Posts: 2
Registered: ‎15-05-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Sorry, mis-typed that phone number: 02 800 561 147 (not usual to have 02 in front of an 800 number?)

 

Support Team
Posts: 1,033
Registered: ‎20-03-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Hi raytoms
 

Some Telstra customers have recently reported receiving calls from people claiming they represent various reputable companies and who try to convince the customer that their computer is infected with viruses.
They may then try to sell software to the customer to remove these viruses or seek remote access to the customer's computer.
Such calls may be part of a scam and can target anyone, not just Telstra customers.
 
What do I do if you receive a call?
  • Hang up.
  • NEVER give a stranger remote access to your computer.
  • Do not give out your personal, credit card or online account details over the phone unless you made the call and the phone number came from a trusted source.
  • Make sure your computer is protected with anti-virus and anti-spyware software, and a good firewall - but only purchase the software from a source that you know and trust.
  • If you think you have provided your account details to a scammer, contact your bank or financial institution immediately.
If you suspect or have been scammed by an organisation misrepresenting Telstra please report it to us via the  BigPond Misuse of Service form.
 
You will also find this website helpful and a good read: http://www.scamwatch.gov.au/content/index.phtml/itemId/1134129

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New Contributor
Posts: 7
Registered: ‎13-01-2014
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Re: Hoax calls, hoax emails.. we have you covered...

NB:  I used the reporting link but there is no option for landline calls:  I recently changed my number due to numorous (puttng is mildly)  unsolicited calls - 41 in one day!

Yesterday I had 3 missed calls from "overseas" number so it's starting again. I answered another "overseas" call a few minutes ago and an ?Indian? woman said she was calling from"Telstra" internet service and said they "are going to disconect my internet due to my computer having a virus". She then started to say something about fxing it while I had my computer on but I cut her off and said if she calls again I'd call the police. Then I hung up.

Is this legit & what can I do about it?

Moderator
Posts: 1,276
Registered: ‎02-01-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Hi Erica,

 

What you've described is definitely a scam call. They try to access your computer to search for personal information.

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New Contributor
Posts: 7
Registered: ‎13-01-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Thought so but the number of calls I'm getting is ridiculous. I only changed my number a couple weeks ago.
Visitor
Posts: 1
Registered: ‎28-06-2014
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Re: Hoax calls, hoax emails.. we have you covered...

This is so frustrating, the only calls I get on my land line are hoax Telstra calls.  Sometimes 3-4 a day.  Wen the last woman called, I interrupted her spiel by saying "You're lying"! .  She hesitated, replied "Yes" & hung up.  

 

What really peeves me is that Telstra requires me to pay for a landline so I can get internet.  As we are in a Velocity building, we have no other alternatives for internet (which is fantastic BTW).  However why do I have to put up with all the spam calls? We are already on the DNC register but as these people are fraudulent, it means nothing to them.

Telstra Alumni (Retired)
Posts: 1,219
Registered: ‎21-02-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Hi Sarvowinner, 

 

I can definitely understand how frustrating this would be for you. 

 

All I can recommend in this instance is possibly reporting this to http://www.scamwatch.gov.au/ so it can be investigated further. Regrettably, as you've identified, there is little we can do to prevent these calls however if we all report each instance hopefully we can put a stop to these calls from occurring. 

 

- Patrice

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New Member
Posts: 1
Registered: ‎03-07-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Received a call from a guy claiming to be telstra tonight. He told us that our internet would be disconnected for 5 days but he could resolve it by helping us check some things on our computer (we played along). He asked if we could log on to TeamViewer.com (which allows them full remote access to your computer). He was pretty persistent even when I confronted him about being a scam artist and he became very insistent that I follow his instructions.

Please beware...
Moderator
Posts: 1,276
Registered: ‎02-01-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Thanks for sharing, Wackyandwob.

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Occasional Visitor
Posts: 1
Registered: ‎26-03-2014
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Re: Hoax calls, hoax emails.. we have you covered...

Just had a call demanding that I must let these people help out in fixing a problem that is running in the back of my computer, the person obviously is scanning through Telstra somehow to get listings for people with computers, when I asked what his Employee number was he asked why i needed to know, as I said verification puposes, cause I have had so many calls, he said he called give me the details at the end of the call, I said what was wrong with now, he said that he had to help get rid of a very dangerous malicious virus that is running in the back of the computer through the Computer Management Page. I said really well where is the email informing me of such issues. This person had my phone number but had only referred to me by my surname. I never got a number from the person and the upshot I hung up. I have also been recieving the odd call from a very long number starting with 1 and a couple of calls from a four digit number starting with 1.... Tell ya I am pretty much getting jack of it. I have also had my numbers added to the do not call register and that in itself doesn't even seem to make any difference.

Crowd King
Posts: 6,004
Registered: ‎03-04-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Unfortunately the do not call register only works with genuine Australian based mareting outfitsd that don't want to get fined etc.

 

These calls come from overseas and they just couldn't give a rats, they are just out to steel your money. It's an International problem for many many companys and their customers I'm afraid.

 

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Occasional Visitor
Posts: 2
Registered: ‎22-09-2015
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Re: Hoax calls, hoax emails.. we have you covered...

I just received this email - I'm assuming it's a scam even though the sent addy appears to be legit ?

Advise please ! Thanks !

From: "Telstra"<accounts1@telstra.com.au>
Date: 22 September 2015 at 6:20:29 AM AEST
Subject: Update your Email Account

Hello Telstra User,

Note: If you ignore this message, your Telstra email account will be restricted.

Due to regular account update, you are required to update your email account. This process will take you 2 minutes to complete and involves logging in and confirming your account with Telstra Email Service.

Click the link below to Login and update your account with Telstra.

http://www.telstra.com/login.php

If you choose to disregard this notification, your account will be restricted.

Thank you for your prompt attention to this matter and for using Telstra Email Service.

Account Update
Telstra

©2015 Telstra Internet Services. All rights reserved.
Crowd King
Posts: 6,004
Registered: ‎03-04-2012
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Re: Hoax calls, hoax emails.. we have you covered...

Hi Fliss, most definately a scam.

 

DO NOT OPEN ANY LINKS ETC. ON THE EMAIL AND DELETE IMMEDIATELY.

 

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Occasional Visitor
Posts: 2
Registered: ‎22-09-2015
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Re: Hoax calls, hoax emails.. we have you covered...

Thanks Jeff ! I had assumed do but thought best to confirm before actioning ! The Telstra email addy was concerning but I thought official ones usually came from team.telstra addys

Much appreciated
Frequent Visitor
Posts: 1
Registered: ‎03-06-2014
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Re: Hoax calls, hoax emails.. we have you covered...

The reporting mechanism noted in the message above (http://www.bigpond.com/help/ContactUs/MisuseService/) does not work. It bounces to http://media.telstra.com.au/home.html. After poking around for a while, I did find this - https://service.telstra.com.au/customer/general/surveys/Report_misuse_of_service - but this has no way of reporting a phone scam.

 

I'm sick of it. The only call I receive on the land line these days are scam artists. I'm going to disconnect all phones and stick with Skype. 

Support Team
Posts: 3,144
Registered: ‎27-12-2011
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Re: Hoax calls, hoax emails.. we have you covered...

Hi JimmyDix,

We'd recommend reporting phone scams to the team over at Scam Watch: 

Scamwatch.gov.au

Sorry about the links - this is a 3 year old post, so things have changed since it went up :-)

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Visitor
Posts: 1
Registered: ‎24-11-2015
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Re: Hoax calls, hoax emails.. we have you covered...

[ Edited ]

There really should be a better way of dealing with these scummy scammers.  

 

I just got off the phone from dealing with my somewhat freaked out elderly dad (though not sure he'd like to think of himself as elderly).  Anyway.  He'd been panicked by a phone call from "telstra support"  warning him malicious downloads had infected the server and this "IT Technician" needed dad to give him access to his computer before the Telstra server was irreparably damaged and his computer and internet service was basically destroyed.

 

Now luckily, dear ole dad (who's a total "technotard" by the way) has been listening to me drumming into his head, about a million times, that "Telstra will never, ever, not in a million years, contact you - don't believe what they say, don't give them access, don't give them any details" and eventually hung up on him.  Unfortunately I've had to drum this into his head a million times, because for some reason, this has happened more than a few times since dad got himself "webbed-up" 18 months ago 

 

But this new scam attempt really takes the cake.  They're really persistant and threatening now.  It's just lucky I suppose that it has happened so many times before, and dad's so used to me saying "it's crap, don't believe them, hang up, don't do what they say, it's a money-grabbing scam" because otherwise I think it may have worked.  This guy gave dad a name - christian and surname, a phone number to call to verify - a believable sounding interstate landline number, and a convincing sounding "telstra ID code and reference number" and no costs or fees were mentioned.  Then when dad said he was told to never agree to do anything these phone warnings from "telstra support" said to do, he got told it was an emergency situation, and if he didn't, then he could be held financially liable for any damages to telstra servers and service.  Then when dad said he wanted to check with telstra himself, not just the phone number this guy provided, he got told there wasn't time, since it was said emergency situation and dad was on this guy's to do list and not only would he lose his job for not getting the problem fixed but dad risked financial penalties and damage to his computer and permanent disconnection from the internet.  Like I said, he eventually he hung up without giving this guy what he was after, but it would have been pretty easy for someone to fall for this scammer... especially with the believable (at first anyway),  persistant, agressive and threatening behaviour.

 

Oh and by the way, obviously the do not call register doesn't work, since I put my parents on it after an earlier bout of scammer calls some months back.

New Member
Posts: 1
Registered: ‎11-01-2016
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Re: Hoax calls, hoax emails.. we have you covered...

From:Telstra Corporation Limited <sara@smtp-21.1gb.ru>

From: Telstra Corporation Limited

Your account number: 2000133647550

This refund bill number: 0955163833

Dear Customer, Proceeding on the server controls on payments made, we found the following error, This month dated 02/11/2015 your monthly billing balance was paid in twice (302.42 * 2) an amount of 604.84 AUD. For this purpose, you are requested to visit the Account Services space and Completing the claim to receive an immediate refund . http://telstra.com.au/account-services/?ti=TR:TR:emailbill:login:edm

See you online soon,

Gerd Schenkel Executive Director,

Telstra Digital Sales and Service

New Member
Posts: 1
Registered: ‎19-02-2016
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Re: Hoax calls, hoax emails.. we have you covered...

jUst had a call from Henry, at Telstra....he says my internet will be disconnected today!  I let him go through his spiel....

he wanted to control my computer to get rid of a virus!  jUst thought I would put a warning here that this hoax is running again.

i just hung up on the call.

Established Member
Posts: 2
Registered: ‎21-02-2014
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Re: Hoax calls, hoax emails.. we have you covered...

The individual callers are not scammers, they are actual individual (collectively acting as a group) Telstra (offshore, in Indian) call centre employees. Now doesn't that give you a warm and fuzzy feeling, make you feel secure? Dispose of the Indian call centres, end the scams. Have you ever had a Filipino calling representing Telstra? Chances are: NO NEVER HAVE.
Can someone explain to me “Re: Hoax calls, hoax emails… We have you covered...”
How does Telstra have YOU covered…These individuals have continued unabated for years…
And scam watch, really?

New Member
Posts: 1
Registered: 2 weeks ago
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Re: Hoax calls, hoax emails.. we have you covered...

Link to reporting hoax takes to the media page.  Needed to report a fake technical support number 0730187515

Support Team
Posts: 33
Registered: ‎29-02-2016
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Re: Hoax calls, hoax emails.. we have you covered...

Hi MadBats69,

 

Thanks for reporting this to us via CrowdSupport. You can formally report this via Scam Watch here: Scamwatch.gov.au and via our Unwelcome Calls process here: https://www.telstra.com.au/consumer-advice/unwelcome-calls

 

-Georgie

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