Error made paying bill amount

[slider8p]

Hi all,

Just looking for some advice to fix an urgent problem. I have a family member who has an account setup under my name. A few days ago he tried to pay a bill online using BPAY through his internet banking portal and made a mistake depositing $8119 instead of $81.19.

This balance (of over $8000 CR) stood out when I was checking the 24x7 Telstra App so he finally realized and admitted the mistake.

The family member is nearly 80 years old and doesn't trust Direct Debit (sigh) so this is not setup. But I tried to help and get through to someone from support using the App and it seems like there is no one taking cases.

Despite the magnitude of this error, his funds are being affected to pay other bills.  Can someone please suggest how I can quickly help him resolve this issue? Could people at a Telstra shop help or is the app chat the only way to help customers these days?

Thanks in advance

[Smiley3 · Accepted solution]

Hi slider8p,

The Telstra store won't be able to help because it's a Billing issue. 

If I was in your position I'd call 132200 and say "Financial Hardship" (just to get to speak to someone on the phone).

They might be able to start the process of getting the money reimbursed. 

Otherwise you'll need to send a message via the My Telstra App (blue icon in the Get Help section, bottom right of the screen).

I think their starting time is 8am AEDT.

You can mark the message as urgent by pressing on the 3 dots top right of the message screen. 

If Codi the bot replies with an irrelevant response type "I want to speak to a human".

You'll be placed in a queue for a Telstra Employee to reply to your message. 

[slider8p]

Thanks for your help. I only attempted the second half of the solution and have not been succesful so now I will try the firsthalf 

Thanks again

[Smiley3]

You're welcome 

Good luck....let us know how you get on.

[SteveW_52]

It can sometimes take several hours to get a response from a Telstra response once you have been placed in the queue from the Telstra app chat session..  not much happens quickly at Telstra lately..

[Jupiter]

Just note that once the process is started for the refund, it will take approximately 10 business days for it to appear back in their account.