Death of account holder. Transferred to authorised person. New account number set up and email bill for that account received but Transfer did not take place. Authorised person no longer has authority over account even though they are executor of will and have had full authority for account for over 40 years. Accounts original email address linked directly to account deleted by Telstra/ BigPond. Account being paid. Account now being charged for paper bill but original email address deleted. Often unable to sign into my email account linked to this Telstra account at BigPond so email bills would be useless.
Who at Telstra changed the authority level ?
Who at Telstra deleted the original email address linked directly to the account ?
It was ccertainly not the account holder as she has been deceased for 14 year !
Who did not follow through with the transfer of the account.
Who had neglected to contact the executor of the will.
Who has been paying the account of $94 a month for the passed 14 years. The executor has!
Who can sort this mess out ?
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Really sorry to hear this is ongoing. That's certainly not the experience we aim to provide, or any sort of acceptable timeframe to have this addressed. Do you have the 'SR' reference number for one of those complaints handy?
- Matthew.
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Thanks for that information. If we could please have the latest complaint details we will reach out to your complaints manager to request they contact you as soon as possible.
I look forward to your response.
- Jimmy
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Hello Jimmy,
You should have more than enough details.
Forget about terms like “ reach out “ thanks.
i have had a text to my mobile that the NBN has been connected ~ This is not true.
i have been asked to contact bereavement team for the 5th time but I have no assurance anything will be different.
i would like your comments on this situation.
Hi @Mum-Died1
Without a reference number, I'm unable to confirm whether a complaint has been raised & what status it's in.
An Executor of Estate has the same permissions as a Full Authority however they must provide us with documents that confirm their position. You can find information about account access here & information about bereavement support here .
My advice would be to contact us again on 1800 353 708 between 8am-8pm AEST today and when prompted say 'Bereavement support'.
When speaking to a consultant, I'd recommend asking them to confirm if they are definitely from the consumer bereavement support team & if not, can they transfer you through to the team.
Our bereavement team will be able to discuss options with you & assist you further with this.
If you have a complaint & would like us to follow up with the case manager to request contact on your behalf, please let us know the complaint reference number. These will look similar to SR 1-XXXXXXXXXXXXX.
I'm sorry for any inconvenience in the meantime & please let me know how you go with this.
____________________
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It's disappointing to hear this hasn't occurred @Mum-Died1, especially after you've spoken to us about this multiple times.
While we should be able to resolve this via the paths mentioned in my previous reply, if you're having trouble getting this sorted out, you're welcome to raise a complaint through our online form here & a dedicated case manager will be assigned to work with you to help resolve the matter.
Upon submitting, you will receive a reference number that looks similar to SR 1-XXXXXXXXXXXXX & can expect contact within 5 business days & we would aim to resolve within 10 business days.
If you've done this but are unsure of the reference number, please check the spam/junk folder of your inbox.
If there's nothing there, I would recommend raising a complaint via the link again. If two complaints end up being raised, the duplicate would get withdrawn.
____________________
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Our offer of assistance is open where possible @Mum-Died1
We understand that losing a loved one is often a difficult time, so we are here to make cancelling or transferring their Telstra services as simple as possible.
From what you've mentioned, this hasn't been the case & we want to help you get this resolved however without a reference number, it's difficult to confirm whether there's an open complaint & what status it's in.
If you could let us know the complaint reference number (SR 1-XXXXXXXXXXXXX), this would be helpful or please feel free to provide details via the link I provided earlier as upon submitting, you will receive a reference number that will look similar to the one I'm requesting from you.
____________________
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Hi @Mum-Died1,
Thanks for letting us know. Please do keep us updated on how you go as we'd like to hear this has been resolved appropriately.
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Hi Mum-Died1.
I'm sorry to hear this has been unresolved.
As we cannot access your account information via this forum for privacy reasons, if you can provide me with your complaint reference number beginning with "SR 1-", I would be happy to chase this up for you, reach out to your complaint case manager on your behalf to have them contact you so we can get you the follow up you need to get this resolved.
Regards -
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