Just received my latest bill and noticed a sharp increase in cost.
Checked over it and realised that I had been charged for 377 (not a typo, 377 !!) 13 number calls to a range of different 13 numbers as well as some national, local, mobile etc
Difficult to understand how we made these calls when we don't even own a fixed line phone, no security system either in case anyone thinks it could be back to base calls, and that wouldn't explain the variety of different numbers......
I have called and spoken to a Telstra representative who informed me 13 numbers had been called and charged to me (I didn't notice) approx 3-6 months ago over a few months and then not a single call has been made the past two months, until this latest bill.
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If you can't resolve with customer service you can lodge a complaint
I'm guessing you have a security or medical alarm that is connected to your home phone and goes back to base, it could be making those calls when the alarm is triggered.
No security or medical alarm, it went from zero calls the last 2-3 months to over 300 last month alone.
A google search of the 13 numbers dialed range between NSW government departments, charities and banks....most dialed repeatedly at random times throughout the entirety of the day. I'm certainly not up at 3 am calling government help lines...
Still no call back or reply from anyone associated with Telstra since my initial contact on Wednesday. How long is it reasonable to wait for a reply before lodging a complaint?
Once you have a complaint loaded then it can be up to 5 Business days for the complaints team to assign a complaint manager, for them to look into it and to contact you.
Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.