P1900
Level 2: Rookie

I have a small credit from a closed account

Answered

I closed our landline account when NBN was installed and Telstra has sent a credit of $10.20. Can i transfer it to my prepaid account or how do I get it?

1 ACCEPTED SOLUTION

Accepted Solutions
Support Team
Support Team
Accepted Solution

Re: I have a small credit from a closed account

Hi P1900. 

We can get this refunded back to you. 
 

As outlined on our support page https://tel.st/7tl53, You will automatically receive a cheque refund for any amounts we owe you between $5 and $250. If you have had your final account with this credit amount for less than 2 months, you should be credited automatically within 2 months. 

As you are having trouble over the phone, do you still have access to your My Account https://tel.st/bxfrz? If so, you can raise a billing dispute online through your My Account by following these instructions here https://tel.st/3wf2d.

You could also call our billing support team on 132200 or live chat here https://tel.st/pf2ym and we can get this arranged for you. 

Let me know how you go. 

Regards - Tom

____________________

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today
Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

Was this helpful?

  • Yes it was, thank you
  • No, I still need help
3 REPLIES 3
Support Team
Support Team
Accepted Solution

Re: I have a small credit from a closed account

Hi P1900. 

We can get this refunded back to you. 
 

As outlined on our support page https://tel.st/7tl53, You will automatically receive a cheque refund for any amounts we owe you between $5 and $250. If you have had your final account with this credit amount for less than 2 months, you should be credited automatically within 2 months. 

As you are having trouble over the phone, do you still have access to your My Account https://tel.st/bxfrz? If so, you can raise a billing dispute online through your My Account by following these instructions here https://tel.st/3wf2d.

You could also call our billing support team on 132200 or live chat here https://tel.st/pf2ym and we can get this arranged for you. 

Let me know how you go. 

Regards - Tom

____________________

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today
Don't forget to tag answers as Accepted Solutions and give a Kudo to the member(s) who helped you out

All moderation actions are supported by the CrowdSupport Community Guidelines

LeavingTelstra1
Level 2: Rookie

Re: I have a small credit from a closed account

I have had a similar problem. I ported my Telstra Landline number to my NBN provider as a VOIP service. This happened in early February. I received a BPay account from telstra on 22 Feb to say I had a credit. I rang the residential call centre and was placed in a queue for an extended period. I was finally answered and despite a detailed explanation by me, the call agent had no idea. She then transferred me to another agent who went through the identity check (as did the first agent) and proceeded to ask what the problem was. No information was transferred from the first agent to the second. 

This agent told me that a cheque had been sent on 22 Feb and it would take about 10 days to reach me. Problem is this was well over the 10 working days. She then told me she would check with billing and ring me back within 24 hours.

You guessed it; no call back. I then rang the call centre again and was told by a male operator that I would just have to wait until the "Telstra process worked".

Last Friday I filled out the online complaints form and today (Wednesday) received an emailed "gobbely **bleep**" reply. No appology, but it stated that if I wished, I would be forwarded a cheque, but this will take a week and a half. In the mean time I should pay any disputed amount or it will affect the outcome. Wow do I need to pay an account with a credit in it? If I don't reply before 9 April I won't receive the credit. Suspect thast the author of the email if offshore with the call centre. Why does it take Telstra so long to admit that an account has a credit. 

No the refund definitely does not appear to be automatic.

Highlighted
Support Team
Support Team

Re: I have a small credit from a closed account

Hi @LeavingTelstra1

 

Sorry to read about the ongoing account issue and thanks for the feedback.

 

Can we please have your complaints number starting with SR so we can reach out to your complaints case manager directly?

 

I look forward to your response.

 

- Jimmy

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

All moderation actions are supported by the CrowdSupport Community Guidelines

Telstra 24x7®

Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App

Download now
Find out more about the Telstra 24x7 App ×
Manage your services and take advantage of offers while you’re out and about with the Telstra 24x7® App Download now
Earn points on our new rewards program and enjoy tier benefits like discounted movie tickets and moreFind out more

Need a hand or want to share your expertise?
Register for CrowdSupport and get involved

Register now