Moosee
Level 1: Cadet

Returned Lease Phone Instore

I have already returned my lease phone instore but I've received another text message asking me to return it.  I can't get through to Telstra to advise and automated assistant is of no help. I don't want to be charged for this.

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3 REPLIES 3
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Returned Lease Phone Instore

 Did you get a lodgement receipt from the store that shows the date and the serial number of the handset that was lodged for return?

 

If not, you will need to contact the store to get a confirmation letter that states that you returned it via them.

You will then need to lodge a formal complaint via https://telstra.com/complaints to get the return recorded properly against your account.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Luke_Groves
Level 6: Bloodhound

Re: Returned Lease Phone Instore

Hey @Moosee 

The text message you have received is an automated message from the Telstra system.

Generally stores have 14 days to ship your phone back to Telstra before subsequent charges land.

Stores should keep records of devices they have sent off to Telstra.

 

In this situation it would be best to contact the store and ask for a Connote from the shipment transfer or even ask them to see if Telstra has received the device.

 

There is no need for a Complaint unless charges land on your account when the device has been returned.

Luke |
Moving House: https://www.telstra.com.au/moving-house
Got a Fault: https://fix.telstra.com/
Need Contact: https://www.telstra.com.au/contact-us
jayonaise
Support Team
Support Team

Re: Returned Lease Phone Instore

How did it end up there Moosee, did you get another bill with the charges there still?

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