My wife had a Boost prepaid connection. She opted to move to Telstra prepaid and called them. They said that they will send a sim card and she will have to activate it. Her current Boost recharge was valid for another three weeks, so she decided to activate it a couple of days before it ended (the same way she did while she went from Amaysim to Boost).
Today early morning we discovered that she was disconnected from Boost. On calling them we learned that Telstra had already ported the number. We were astonished as we had not receive the new sim card yet (it came after midday)! Also, we were supposed to hold off the porting till a later date to utilize the current balance.
We called Telstra from my Telstra prepaid connection. We talked to a woman who was curt from the very beginning. No matter how I try to ask her why would Telstra port her number and let her be disconnected before she even received the new sim card, she kept on saying that we had opted for it and the system does not care if the new sim card has reached or not. She started shouting and I had to say "Please lower your voice". She said specifically that since we opted for it we should be prepared for being without a connection. I asked why would the system behave in such a manner to which she replied "we are outsourced and we cannot hold off the process"! I asked what she meant by that and she replied "yes, we are not in Australia and we cannot hold the process till the sim card arrives via post". I was quite taken aback and asked her why should I care what her location is and how Telstra operates their call centres. She did not answer the question and said that I had asked for her help and she is trying to "help" me.
I said that I had enough of her help and she hung up with a curt "Bye".
I never got any option to provide a feedback.
Is this the official Telstra line of customer care? Does Telstra think everything that has happened with the number porting and the "help" received from the customer care is in accordance to its policy?
This is not the first time that a Telstra customer care professional has misbehaved with me. Although this is the first time this has gone to such humiliation.
I thought that Telstra's superior customer care was one of the key attractions for being its customer. But it seems that there is no accountability among customer care professionals which has induced a culture of foul behaviour towards callers. Today's experience has given much food for thought.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.
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While there are at times language barriers, misunderstandings or even just ineptitude amongst the staff you can get at Telstra as with pretty much any organisation, particularly those with offshored centres or in the case of Telstra a blended approach, I have seldom come across cases such as that one. If you had the interaction number I would have suggested reporting them as I am sure the management would have, where possible, picked up the voice recording and provided the appropriate coaching for the agent in question. Given they hung up it is unfortunately unlikely they would have given you that by the sounds of how they were. I could suggest lodging an official complaint about the situation in general, I would put in the complaint a request for them to provide you with a Telstra recharge equal to or greater to the one that was lost due to the lapse in communication on the process causing you to lose the Boost credit.
I can honestly say I have dealt with some curt agents but never ones who are, for a lack of a better description, abusive towards their customers... that isn't normal.
The complaint process and contact(s) are here:
If you believe you were treated inappropriately by a customer service operative then you should register a complaint.
Contact the Telstra complaints department - be ready to tell them what number you called from and what time. They will be able to track the call, listen to a recording, and take action.
Trust me - if the person behaved as you described there will be disciplinary action.
I worked with one of Telstra's offshore outsourcers and I can tll you Telstra staff certainly are held accountable.
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