New plan

[Evacatherine]

First of all why can’t I contact you by phone? I rang to speak to a person to hear that the call centre is closed. It is not a public holiday to day and I rang at 8.30 am. Secondly why did I get an email last week saying I had selected a new plan when I have done no such thing. Please explain . My account number is <Removed for Privacy>

Patricia 

<Removed for Privacy>

[Jupiter]

Never post your account number or email address in a public forum such as Crowdsupport.

Nobody at Crowdsupport has access to Account Information.

It has been difficult to get through on the phone since March 2020, when COVID restrictions started coming in to force, resulting in a large number of staff not being able to get to the call centres. They are still only at 2/3rd capacity. Plus a lot of people take an extra long weekend.

You will need to contact support by sending a message using the My Telstra app on your mobile (blue icon, bottom right of get help screen). 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 and you get a notification through the app when someone responds.