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Level 1: Cadet

Sent phone back, getting charged for it

Hi there,

I was on a lease plan and got 2 new phones back in November 2019, once I received the new phones I sent the old ones back around December, 

 

I handed them back in at the post office, now I can’t remember if I was given a tracking number or not...

 

I have been charged $1000 for both phones for not returning as Telstra has no received them..

im not sure what’s happened here as I don’t have them either...

 

so my question is..Has anyone been in similar situation and what happened?

Did they make you pay it or was it cleared?

 

I have gone back and forth with Telstra workers with out anyone resolving my issue. I don’t want to pay for phones I no longer have.

 

thanks,

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7 REPLIES 7
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Level 18: Intelligence Chief

Re: Sent phone back, getting charged for it

Morning @jbaj 

I have never heard of this happening before.

when you handed them back to the post office, did you put them in a reply satchel  that Telstra normally send out when your returning a leased phone?

do you at least have the receipt on your phone or on paper for when you returned your phones to the post office?

 

I don't work for Telstra, Never have, I am just a Telstra customer like you.
So the advice I give is my own, In my own time, Guided by my own experience/knowledge.
Which I am always happy to be corrected on.
Rohan
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Level 1: Cadet

Re: Sent phone back, getting charged for it

Yes paper receipt, but I wouldn’t have it now it’s been 6 months since.. 

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Level 1: Cadet

Re: Sent phone back, getting charged for it

Query on how you went with this issue as I’ve just been slugged $2000 after returning my device last month

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Level 1: Cadet

Re: Sent phone back, getting charged for it

I handed mine into a telstra store and have copped one

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Level 1: Cadet

Re: Sent phone back, getting charged for it

It’s ridiculous. I’m still fighting it they won’t budge and keep asking me for proof. It was almost a year ago I don’t have my proof anymore.

They only can help me with taking $50.00 off like that’s gonna change my bill 🙄

 

have you spoken to anyone in regards to it?


@Trapper44 wrote:

I handed mine into a telstra store and have copped one


 

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Level 25: The Singularity
Level 25: The Singularity

Re: Sent phone back, getting charged for it

Have you been back to the Post Office and asked if they can print off another copy for you?

They should be able to find the reference number based on your mobile number.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
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Level 25: The Singularity
Level 25: The Singularity

Re: Sent phone back, getting charged for it

You need to go back to the store and get them to give you the tracking number of the courier shipment that they sent it back with. Taking the phone to a store doesn't count as returning if you didn't purchase a new device at the time you returned it, it has to be recorded by the warehouse as they have the record that needs to be closed out.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit