Changed to 365 day maxi prepaid in September 2020 online account view stil shows long life plan

[miner100]

Changed to a 365 day maxi prepaid in September 2020 but my online account view still shows long life plan (old plan) and charges for calls, data usage etc. Still shows expiring in September 2021. Who do I contact? Store or on line

[Jupiter]

The stores will not be able to assist with your problem.

Send a message by either:

• the My Telstra app on your mobile
• logging into your account via the telstra.com.au website

and then go to the Get Help tab and click on the blue icon at the bottom of the screen (labelled Message Us on the website, icon only on app). If the bot doesn't understand the query, type "Speak to a consultant" and you should be transferred to the queue to chat with a human. It can take a few hours to get an initial response. If you use the app, you will get a notification on your mobile when someone responds.

[miner100]

Thank you for your response. Spent over 4 jours in chat session last night

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@Jupiter wrote:

The stores will not be able to assist with your problem.

Send a message by either:

• the My Telstra app on your mobile
• logging into your account via the telstra.com.au website

and then go to the Get Help tab and click on the blue icon at the bottom of the screen (labelled Message Us on the website, icon only on app). If the bot doesn't understand the query, type "Speak to a consultant" and you should be transferred to the queue to chat with a human. It can take a few hours to get an initial response. If you use the app, you will get a notification on your mobile when someone responds.

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[miner100]

During the 4 hour session i was repeatedly asked the same questions while mine were ignored in the main. They dont seem to read the previous persons notes. At the very end a person at least indicated I was on the maxi plan but still did not respond to my request to have my myaccount records corrected.. I'll try your advice and attempt to get a person on line and hope their better tjan the chat team. Sorry.but just not good enough.