utc2018
Level 2: Rookie

Astounded at the incompetence..

For over well over a month now telstra has messed up my account with their own mistake, their choice of overseas operators with very poor english caused this mistake, they obviously didn't understand me and applied something to my account that I didn't ask for or give permission for, so I had to request they cancel it and apply what I did actually ask for...

 

Yet this simple cancellation has been stuck in "provisioning" for over a month now, I have contacted them about this at least 10-15 times, and every time they promise 100% that it will be fixed this time, guaranteed within 24-72hrs max, and that it will be investigated by specialist teams, we promise to ring you back etc etc... but every single time, nothing has been fixed, nobody rings me, nothing has been investigated, and no answers are forthcoming as to why, just excuses and more promises it'll be fixed "this time"... or the simple "we don't know what happened"

 

I hate to say it but the only conclusion this brings me to is that telstra are straight up lying to customers just to make them go away temporarily, they promise you things just so you get off the phone, then they don't do any of it.. 

 

And to top it all off, here's some photos of the competency of the technician they sent out to check my internet wiring due to another ongoing fault with telstra, 8am, and then 11pm.. my streets internet wiring left hanging out for anyone to destroy or steal! no wonder my streets net has problems!, oh and it gets better, I told telstra about this oversight around 10am on the phone, they STILL didn't send the guy back to fix his mess... astounding, I expect to see it still there in the morning. Truly astounding lack of professionalism.

I'm going to have to pass all this information to the ombudsman, I can only be so patient... and this level of incompetence can't be tolerated.yay.jpgBravo telstra.

8 REPLIES
Support Team
Support Team

Re: Astounded at the incompetence..

Really sorry to hear, utc2018. Do you have an open complaint about this at all? 

If so, do you have the 'SR' reference number handy?

I'd like to chase this up if possible - Matthew.

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utc2018
Level 2: Rookie

Re: Astounded at the incompetence..

Hi MattyC, I do not have an SR number, yet.. I did open a complaint but have not heard back yet.
But the last number I had regarding this issue is this one
INC000027330353, where the guy promised for the millionth time that it would be fixed "this time", it wasn't, that was 10 days ago.
Support Team
Support Team

Re: Astounded at the incompetence..

Thanks for clarifying. The INC number is a trouble ticket, and an excellent indication that the back of house team is working on the issue. How did you raise the complaint? Was it over the phone? Via the webform, in person at a store? - Matthew.

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utc2018
Level 2: Rookie

Re: Astounded at the incompetence..

Well after endless calls to telstra for over a month, warning I'd go to the TIO if they didn't get their act together, that's the complaint I made in the end, because it's the only way telstra suddenly knows how to do their job, so the TIO is who I'm waiting to hear back from.

And no, they are not working on anything, a month just to cancel a wrong order is beyond a joke.
Support Team
Support Team

Re: Astounded at the incompetence..

The TIO will liaise with our TIO complaints team, and they'll get in touch with you to discern a resolution. Please let us know how you get on - Matthew.

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utc2018
Level 2: Rookie

Re: Astounded at the incompetence..

SR 1-1372074604867 is my number

They rang to tell me once again that I have to wait 3-5 days for them to call me back as they're still working on the problem... yay for zero progress, it's only been 5+ weeks to just cancel an order, well TRY to cancel an order.

Community Manager Community Manager
Community Manager

Re: Astounded at the incompetence..

Thanks for that, I will follow up what is happening with your case manager.

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utc2018
Level 2: Rookie

Re: Astounded at the incompetence..

1st call I received was from someone claiming to be my case manager working on this order issue, then received another call days later from a different case manager claiming THEY are the one working on this issue... they had no clue why the other case manager would be telling me they're working on the same issue... I swear your employees never speak to each other ever.
It's been 43 days and counting, and telstra is still unable to just cancel an order and apply what I asked for.

Also interesting how not a single telstra reply mentioned the massive screw up your technician left wide open for over 24hrs that I showed with the photos, don't want to admit guilt on that one?