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miljen12
Level 2: Rookie

BILLING DISASTER

I have been a telstra business customer for numerous years and now I am fed up with the lack of professional service from Telstra in regards to the ongoing issues of being constantly overcharged for products which I had not asked for, or being charged disconnection fees without the phones even being disconnected, having phone contract put onto different packages to the ones I signed up for, plus even having a new contract put under my name and the phone was sent to a person in another state and was signed by a person I never even heard of.

 

After all this I can get no one in Telstra Business phone service or complaints to answer why this keeps on occurring on my account after numerous call to have this fixed but never is, I decided to go to a Telstra Business centre, what a waste of time that was, what I could get out of the discussion with the rep was we can review your bill, sell you more products but cannot help with any issues. Why take on more products if the ones I have are charged incorrectly.

 

So as it stands now I will disconnecting my services as I have better things to do than getting on the phone with Telstra every month and either being transferred to every know department within Telstra or the operator disconnecting the phone call because it seems to hard for them to deal with.

 

 

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8 REPLIES 8
Support Team
Support Team

Re: BILLING DISASTER

Hey Miljen12,

I am sorry to hear of the numerous and ongoing issues that you have experienced with the billing of your services Smiley Sad I would be more than happy to have this issue investigated further and if needed escalated to a business case manager so that a resolution can be provided. So that we can have this completed I have sent you a PM so that we can get this escalation sent in to us via the form. Please follow the steps advised and we will get onto this asap for you.

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miljen12
Level 2: Rookie

Re: BILLING DISASTER

Dingo Dan,

                      Thank you for the reply, but have had previous experience with the business case managers and have experience no joy, Yes they are all sorry but when it comes done to getting answers that has been the issue, most of the time I get no response and on the odd occassions when they decide to call back very poor service and advice, which had nothing to do with what I was asking in the first place, but there has been the occassion when I was advised by Telstra it was my fault.

 

So how would you propose that a business case manager this time will be any different to the previous ones, and be impartial in dealing with the matters. Is there a specialist area within Telstra Business that can have a look at the whole issue and give answers and sort out this matter that has been going on for about 18 months.

 

Miljen12

 

 

Telstra (Retired)
Telstra (Retired)

Re: BILLING DISASTER

Hi Miljen12,

 

I appreciate you have had difficulties in the past with regards to having your concerns looked into. Whilst I understand that you have not had a resolution provided as yet, the information Dingo has provided you is the best way to make this happen.

 

If you can provide your information via the link included in the private message sent by Dingo on the 27th of July then we can provide this to our Business Complaints team who work closely with the Social Media team to resolve our customers queries. From there a case manager will contact you and work through the matter until a resolution can be reached. Dingo will also be provided with updates on the progress of the matter so can act as a contact point should the need arise.

 

My team will be unable to assist you without further information. We are here to help so please provide us with the opportunity to do so.

 

 

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miljen12
Level 2: Rookie

Re: BILLING DISASTER

MattD,

                 Thank you for the reply, I will do this and see what outcome I get this time, and if using past history and if a resolution cannot be reached or finalised you will not mind if that is posted onto this forum.

 

I will use the link provided by Dingo Dan and see what happens after that, I am not looking to have the problems appreciated just answers why and a  resolution.

 

Regards

Miljen12

miljen12
Level 2: Rookie

Re: BILLING DISASTER

Hi Mattd,

                Here is the outcome of my problems with Telstra , the Business complaint person had not helped the situation at all only escalated the problem, with the issues being all my fault, so is this the new thought process of Telstra where the customer is wrong.

 

Had spoken to another complaint person about the original complaint manager, and was going to have another one assigned, but after 3 weeks of waiting this promise had not happened and believe it never will. Then to top it all off I recieve a letter from the original complaints manager, saying he lost my contact details, but they were attached on the email correspondence I had with this person.

 

So this now show the level of customer service Telstra complaints, when you provide them contact details like a phone number and have emailed correspondence to them, how could he not made contact. I have had no calls or emails from this Telstra complaints person then recieve this ridiculous letter in the post.

 

So my process with Telstra is not about the service but to see how we can provide poor service and charge full freight for it, but with all the advertising Telstra does for business customers and what they provide, it was all a pipe-dream.

 

If you wish to have a Business manager or someone in authority have a look what i received from this original complaints officer I will be happy to provide it to them, and to sort this mess out so I can finalise my bills and move on.

 

Miljen12

Telstra (Retired)
Telstra (Retired)

Re: BILLING DISASTER

Hi Miljen12,

 

Just FYI we are still working with the business complaints team about the status of your complaint.

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miljen12
Level 2: Rookie

Re: BILLING DISASTER

Ben J,

             Thank you for the reply, but find it diificult to believe when I have sent an email to complaints officer on Monday 9/9/13 and yet not recieve a reply from this person.

 

So if I could be so bold to ask how is Telstra working on this and what timeframe will I be able to speak to someone about this.

 

 

Miljen12

 

 

Support Team
Support Team

Re: BILLING DISASTER

Apologies about the delay in response miljen12

I have received confirmation that you will be contacted today to assist you with this.

Please let me know if you do not hear anything



 

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