Prepaid mobile credit ported to another provider

[FMXMum]

on 19/4/20, I ported prepaid mobile to another provider; multiple MyTelstra app requests for assistance to get $79 (one months prepaid plan fee) credited haven't received any response; can't get passed auto response computer

[Jupiter · Accepted solution]

The only way that you would be able to get the credit refunded would be is if you paid it by mistake after you ported your service away from Telstra.

[FMXMum · Accepted solution]

direct debit set up on account; ported 19/4/20; plan charge ($79/mth) continued to be deducted until 5/6/2020

[Jupiter]

Understood. In the My Telstra app, when you go to messaging (Blue icon, bottom right of Get Help screen), type "Speak to a consultant". That should get you transferred to the queue to chat to a human.