Billing

[RR33]

Does anyone know how to resolve a billing issue. I cant get thru on the phone due to covid issues in the call centre. The online virtual assistant is crap.

[aaron_h · Accepted solution]

Hello @RR33,

Thanks for your message.

If you would like to query a bill or request a credit, please fill out the applicable form

on this site: https://tel.st/2jqyu

If you would like to speak to customer support, please ensure you have updated the 

Telstra 24x7 App to the new My Telstra App to utilise the new message function.

Sign into My Telstra, then head to Get Help and the blue message icon.

The virtual assistant will still have a few suggestions before notifying a team member that

further assistance is needed. We then respond to every message, in order of urgency.

-Aaron

[sgdg]

Not everyone has smart phone to access app. Not everyone has mobile signal. If you havent, you have to resort to web messaging online. I have spent 2.5 hours, then 3 hours then another 1.5 hours on web messaging, been promised a refund twice, which doesnt arrive.

Customer service is absolutely shocking.

[Pandora1961]

Same and the app is all virtual and you can't speak to any one.

I'm reporting it to the telecommunications ombudsman

[VinodSreekumar]

the stupid thing doesnt work, it keeps on running in a loop, you should hire workers in Australia, not outsource it, dump heads. 

[crusher060]

Ive done that as advised some four days ago and still haven't received a reply

[mydublue]

Neither through phone app nor calling 132200, you can't get it resovled. Simply no one is looking after billing issues due to Covid-19 in the past 5 months. I got same issues, tried multiple calls, email, message, Telstra app, simply no one takes care of it. Covid19 becomes a good excuse for them. Telstra's service can't be worse since Feb.

[crusher060]

I have sent two emails now and no response to either which is pretty poor so Im not paying my bill until they answer them

[Frustrated07]

I  have had an extremely frustrating time going around in circles. The solution given DOESN'T work. You can click and send on the app as much as you like. I have submitted urgent quesris multiple times with absolutely no response. I have submitted an official complaint and will be going to the ombudsman if I do not get a reply and action within seven days. It is not acceptable to refuse to answer questions due to covid. We too are dealing with covid. 

[samo2020]

Totally agree, it is with arrogance as well. It seems like Telstra don't care about customer retention anymore.  

[samo2020]

It's funny you say that. Customer agents respond to your query in about an hour, then we spend a couple of hours explaining things. Then they go off, another one comes on and asks the same questions all over again.

Telstra customer service is crap now. 

[Themelina]

I agree, they are disgusting.

This morning I found on my Telstra account a new attached service, XBOX - $38 a month for 24 months, they must be bloody crazy. I never order any such thing. I cannot contact anyone to get this cleared and fixed. On top of that my landline hasn't worked properly in over two months. They are a disgrace to Australia.

[bob145]

I was on the phone yesterday 2 hours waiting before i give up.

Assistant sent me back to it crap rubbish app.

[randomine]

It is absolutely revolting that companies like Telstra are using Covid as an excuse to provide substandard service. Everyone is working from home anyway.  Why cant they at least call you back?

[bob145]

I was on chat 4 hours on Friday after the 4 hours them trying Was told could do nothing till case manager was assigned. So 4monthd not and till waitingg

[mydublue]

Telstra billing phone support is totally down during Covid19.

[mydublue]

Telstra billing phone support is totally down since Covid19 outbreak three months ago. The only way to get dispute resolved is making a complaints through Ombudsman: https://www.tio.com.au/making-a-complaint

[PPalmer]

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@samo2020 wrote:

It's funny you say that. Customer agents respond to your query in about an hour, then we spend a couple of hours explaining things. Then they go off, another one comes on and asks the same questions all over again.

Telstra customer service is crap now.

Absolutely infuriated 15 yr customer..

[jay2010]

I have been experiencing the same problem and driving me nuts. Nothing has been done so far. I have wasted so much of my time to resolve this. It's more than two weeks now. One support guy got all the details through chat and that's it. No update or amendment. At the end I had to remove the direct debit. No at all acceptable.

[2000053189062]

Same issue here! I left the chat ipen for 2 DAYS! And in this time I had several customer service personnel chatting with me and asking each time the same questions and advising me that they get back to me shortly to confirm the transfer of credit that they still owe me since 1st June. That's why I left Telstra because their CS is sucks and Aussie Broadband is excellent! That's 3 weeks ago and I still have not received the money!!!!!!

[jay2010]

You can have all the fantastic system in place to log a problem for help. The main problem here is there is no response or action to resolve it. Who is monitoring the SLA? More than two weeks and nothing has been done despite several messages sent.

[adrianos22]

probably not, these bots are a cost cutting measure specifically designed to fob you off with non answers and little outcomes. Its a complete joke.

[ameen]

hi

[Taniagd]

Why do I no longer get a bill via email.  
I also can not get to my bill on my Telstra app. this has been going on for months.  I am almost about to leave Telstra & go else where.  Too use chat means I get a measure back at 2 or 3 in morning... so annoyed with Telstra 

[Surfinulla]

At least you got that far. Using laptop you get to a "Message Us" blue box after entering options and ... NOTHING. Will not connect to any links. "Query My Bill" works for "Apply for a credit" and a few other options but not for "Third Party Charges" /  "Fixed Internet or Bundle" selection.  

[Mel1666]

Totally agree disgusting service 

[Sestap00l]

Tried the chat. Many hours ago. They answered asking for more time. 

[Tom-Cole]

I have the same problem.  How do your get to talk to some-one in Testra.  The whole thing is bloody useless

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@RR33 wrote:

Does anyone know how to resolve a billing issue. I cant get thru on the phone due to covid issues in the call centre. The online virtual assistant is crap.

---

[samo2020]

I had enough of the big T and left. I am with another provider. If everyone who has got issues with T should find another provider. One person at a time can make a big difference finally.

[Telstrahater11]

Telstra are obviously going broke and are hiding from everyone this is why u cannot even get a phone number to ring them as for the virtual assistant what a useles set up. Your dealing with the biggest rip of organisation in the world. I pay 120.00 a month and are meant to get a 10.00 credit for life. I do not watch any of there **bleep** movies and they bill 150.00 every month - i hate telstra they are nothing but rip of scum.

[clarkgable]

I have similar issue since cancelling my telstra phone a few months ago. Just keep getting complete run around, can't make app do anything as account is closed but want my credit. So glad I left telstra! I want what is owed! I have been promised I would be called to arrange it several times and nothing!

[RyanH]

Hey clarkgable, I have sent you a PM.

- Ryan

[Belize]

Pretty much the same here. Any problem means hours spent on messaging and the solutions offered don't work and the whole issue goes round and round. Direct email links to a Telstra team member get rebounded back to you directing you to use the messaging service. I am beyond frustrated. They keep taking your money but don't solves any problems.

[LaneOMel]

I have gone thru all your crappy online assistant and phone people for a refund on a non-existing service... I am about to sue Telstra and am gathering other users for a class action lawsuit... would you know whom to address the legal papers to ?

[LaneOMel]

I am suing Telstra and looking for users who have been ignored and wrongly invoiced and not been heard ...all I need is 7 genuine users to start a class action ... I already have 5 solid use-cases who have been a victim of Telstra's callus negligence ... enough is enough... lets get paid for the hundreds and thousands of hours we have wasted on the phone with these idiots... they need to pay for all the frustration and heartache ... I am a partner in a large law firm in Melbourne... and have now lots of time on my hands... so I am raring to go.

[Jupiter]

Go to the Ombudsman at tio.com.au that's what they're there for.

You'll never be able to get a class action off the ground. They cost millions to start, and that's before the courts even decide if it can proceed..

[Breadz]

Hey Aaron! Telstra cut my account off and I have no way other than messaging to get through.

ive been trying for months to get payment arrangement in place...how do you propose I organise this arrangement when I keep getting cut off when the messenger refreshes constantly. 

3 hours yesterday attempting again to contact Telstra - wtf

[Jupiter]

You can try calling 132200 and say "Financial Hardship", which is the best way of trying to get through by phone.

The app should keep all your conversation history (it's also recorded on your customer record), so it shouldn't disappear (although some of the consultants don't bother reading it like they are supposed to).

Also, in the app, make sure you mention Financial Hardship as the initial message as that should get you directed to the correct team.