Ratlz10
Level 1: Cadet

New Phone Feeling - Lost Phone Warning

Answered

Returned and upgraded my Samsung back in October, 2018.  My phone was collected by Star Track in the Telstra issued satchel that was provided but is still apparently in transit and held at the Sydney Star Track depot.  That is apparently my problem and I have been billed $684 because Telstra have not got my phone back yet.  I sent through to Telstra all of the Star Track paperwork and collection details but that is not good enough because they haven't received the phone.  Star Track are trying to locate it now.  Has anyone else had similar problems and what did you do to resolve it?

1 ACCEPTED SOLUTION

Accepted Solutions
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: New Phone Feeling - Lost Phone Warning

You will need to go through Startrack's complaints process. They should be able to provide Telstra the record of when it was picked up. As it is on Telstra's account, they won't be able to give you the details.

You should lodge a formal complaint with Telstra as well so that it is recorded and followed up. 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.

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3 REPLIES 3
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: New Phone Feeling - Lost Phone Warning

You will need to go through Startrack's complaints process. They should be able to provide Telstra the record of when it was picked up. As it is on Telstra's account, they won't be able to give you the details.

You should lodge a formal complaint with Telstra as well so that it is recorded and followed up. 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.
Ratlz10
Level 1: Cadet

Re: New Phone Feeling - Lost Phone Warning

Thanks Jupiter. I have already lodged a complaint with Telstra as I figure I shouldn't have to recite everything every phone call as they should keep notes. Apparently they don't or at least not very good ones because I had to start from scratch each time. I have spent over 3 hours on communication with Telstra and 30 mins with Star Track. The good news is Star Track have already called me back and advised that have tracked the delivery to their warehouse and are now following up with where it has gone. 1 hour between contact with Star Track to complain and them returning my call to say they have at least located the paperwork showing that they have it....
Support Team
Support Team

Re: New Phone Feeling - Lost Phone Warning

Hi @Ratlz10 I am sorry to hear that this has happened and we've yet to receive the returned device. This will have triggered the automatic payout charge for your handset when it was not received within the allocated timeframe. I am sure once the device has been located and received by our warehouse we'll be able to assess the phone and review the charges. I apologise for the troubles in the meantime. 

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