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Level 1: Cadet

Product change changed since I ordered it to the first bill

Answered

I've signed up for "Home Internet Connect Plus" at $80/mth.

 

My first account says:

Home Internet connect Plus is $90 per month

is called a "bundle"

for which I get a bundle discount of $10.

No details on if the bundle discount is a one off or every month. Regardless however, my order says $80/mth and my bill says $90 per month. I don't see any notification or update to say the service charge has changed.

 

What has happened here?

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Product change changed since I ordered it to the first bill

Bundle discounts are monthly and last, at the very least, for the 24 month contract (after the 24 months it may get removed, depends on the plan details).

The bills breaks the order down whereas the order just totals it. Both come out to $80

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Product change changed since I ordered it to the first bill

Bundle discounts are monthly and last, at the very least, for the 24 month contract (after the 24 months it may get removed, depends on the plan details).

The bills breaks the order down whereas the order just totals it. Both come out to $80

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

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Level 1: Cadet

Re: Product change changed since I ordered it to the first bill

I would have thought a detail like this would make it into the Critical Information Summary. Seriously I wouldn't have taken the package if I'd known, it strikes me as an easy way to increase the charges by dropping the discount. I can hear the rep now, "but Sir, you're already paying $90 per month".
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Level 24: Supreme Being
Level 24: Supreme Being

Re: Product change changed since I ordered it to the first bill

The CIS always reflects the standard price and inclusions. Any promotions such as discounts or additional bonuses are applied to the account but as they are not a part of the core plan they aren’t in the CIS.

You should get an email or two and potentially a call a month or two before any bonuses or discounts are due to expire to let you know, I haven’t come across it just dropping off before.
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Previously worked with a Telstra Partner however I am not a Telstra Employee, just a fellow customer helping when I can.

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