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Darkman1969
Level 1: Cadet

Telstra Call Guardian- NOT billed monthly as requested.

We arranged for this phone in order to stop spam callers. It works well. However we asked for this to be billed monthly over 2 years as stated on the website. Now we get the bill and we have been charged the full amount. I have called telstra on 132200 and spoken to somebody who didn't want to help at all. I asked to be put through to complaints and was promptly hung up on. The store i purchased the phones from did there best on the day with a lot of it issues when attempting to place the order.
To top this off, one of the handsets crashes when we try to use it. The screen goes blank for a few seconds then come on with 'Test Mode' on the screen until i press a button then it comes to life. We are having issues with getting this replaced as well.

The big question here is 'Who do i need to contact to get this mess sorted?"

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3 REPLIES 3
Level 25: The Singularity
Level 25: The Singularity

Re: Telstra Call Guardian- NOT billed monthly as requested.

The store that you purchased it from would be the best place to start.

If they can't (or won't - if won't is the case, remind them of their obligations under Consumer Law) help, lodge a formal complaint via https://telstra.com/complaints
Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Darkman1969
Level 1: Cadet

Re: Telstra Call Guardian- NOT billed monthly as requested.

 

OK, here is an update.

 We took the handset back to the store and they stated we had to call 132200 to arrange a replacement. 

And the circle continues.

 

I should mention i called 132200 and asked for complaints and was put through to NBN support.

Support Team
Support Team

Re: Telstra Call Guardian- NOT billed monthly as requested.

Oh no, ok thank you for your reply. To have this escalated submit a complaint online here https://tel.st/kqfq5 and reply to me with the reference number. I will use it to contact complaints and have a case manager assigned to follow this up with you ASAP.  
 

Thank you.

 - Ryan

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