I had an iPhone7 on a lease plan, which I have handed in when I took up a new contract for my current iPhone8. Telstra claims they have not received the phone, even though my local Telstra Shop has admitted I handed this phone in.
Telstra has charged me for the phone, that I have handed in. My service has been suspended due to Telstra not receiving the phone.
Is this right?
Should I be penalised for doing everything right?
My local Telstra shop need a tracking number from Australia Post as a proof that my phone is heading back to Telstra.
Again - Why can't I access my current phone's services due to situations I have no control over?
Was this helpful?
If you handed it back in at your local Telstra Shop, then they should be (and really are the only ones who can) sort it out for you. They should have the tracking number if it was dispatched by them.
That's the vital information they are missing. My local Telstra Shop have contacted Australia Post to get a tracking number. While searching for this, my services are being restricted.
While typing this, I'm on hold with Telstra to work this out.
(After all, who else can I call?)
While I am on the phone, another Telstra rep i calling me due to a complaint I made with the TIO.
Given that you have satisfied the conditions of contract by returning the phone in-store, the store should be able to "tick it off" so to speak from their end. The tracking number should just be for the reconciliation between the store's accounts and the warehouse's accounts.
It should not affect you at all.