Level 1: Cadet

Bill query/credit

Answered

Hi all

i am trying to use the 24/7 app to request a credit/query bill for home service tech $135 who never came as was a typical Telstra nbn drop out problem.
It’s driving me crazy ...The app keeps saying due to covid can’t be used etc but also I can’t speak to Telstra as they aren’t taking bill enquiries via phone 

my bill is now overdue but I don’t want to pay for incorrect charges 

any advice how else I can contact Telstra and or a human Telstra rep 

1 ACCEPTED SOLUTION

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

Re: Bill query/credit

You need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen). Someone should respond in a few hours/couple of days. You can mark the message as urgent by tapping on the icon in the top right of the message screen.

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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5 REPLIES 5
Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

Re: Bill query/credit

You need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen). Someone should respond in a few hours/couple of days. You can mark the message as urgent by tapping on the icon in the top right of the message screen.

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

View solution in original post

Level 1: Cadet

Re: Bill query/credit


@Jupiter wrote:

You need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen). Someone should respond in a few hours/couple of days. You can mark the message as urgent by tapping on the icon in the top right of the message screen.


that just runs you through the virtual assistant 'Codi' which runs through a bunch of preempted control questions. it takes you around in circles, from there to the bill enquiry area which says 'use the app'. what is the actual method for working through bill disputes. I've been double charged about $220 across 2 months. Your online team closed an order which shouldn't have been finalised because i cancelled it and raised the issue. then the order WAS cancelled but im still being double charged. not a good user experience so far...

Level 25: The Singularity
Level 25: The Singularity

Re: Bill query/credit

If Codi is taking you in circles, type "Speak to a consultant" and you should be transferred to the queue to chat to a human.

 

Note: I don't work for Telstra.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Level 1: Cadet

Re: Bill query/credit

I have a similar problem, but payment is not late as yet.

Level 1: Cadet

Re: Bill query/credit

Hi I have a billing question but the app dose not work as it’s linking to someone else’s and know one will take a call. Do I just stop my direct debits 

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit