howieman
Level 1: Cadet

My experience with 24/7 chat support

Hello all,

 

I am using Telstra prepaid mobile and prepaid broadband. For ages, these two accounts have been linked to my online Telstra account. Recently when I decided to do my taxes, I logged into my online Telstra account, my Telstra prepaid mobile was no longer linked, so I could not check my past statements. The mobile account is active as I am still using it.

 

There is a link 24/7 online chat support in the online Telstra My Account website, so I decided to use that.
Sorry, but Telstra, when I used that chat support, it was like talking to a brick wall/computer. I thought your CEO spent a significant amount of money to try to improve your customer service.

 

I was literally talking to a brick wall/computer. I have posted the online chat dialogue:

 

Howard

hello
 
Howard
I used to see my prepaid mobile on my telstra online account

now it's gone

I want to see my previous call history

how do i get it added back to my telstra account

my telstra online services account
 
DONDON
Have you tried by dialing #100#?
 
Howard
DONDON
 
Howard
I am trying to get my statements online
 
Howard
my prepaid mobile used to be in my telstra online account
 
Howard
it's not there anymore, I am not sure why
 
Howard
but i want to get my monthly statements
 
Howard
how do i get that mobile added there?
 
DONDON
You may need to check you My Account online to get all the usage history.
 
Howard
excuse me, are you even reading my messages?
 
DONDON
Yes.
 
Howard
my prepaid number is not in my account online anymore
 
DONDON
We need to make sure that the mobile number is still active, if its not, it will no longer show into your account.
 
DONDON
What is your mobile number please?
 
Howard
of course it's active, im using it
 
Howard
************
 
DONDON
Let me check this one. Thanks.
 
DONDON
Is it okay if you logon to your My Account online?
 
Howard
i have
 
DONDON
Under the word My Account, do you see a drop down list?
 
Howard
no
 
Howard
its just my broadband prepaid number, not my prepaid mobile number
 
DONDON
If the mobile service is linked to your account, it should show there, or it might be that you are using a separate user name and password for this mobile number.
 
Howard
as I said, it's linked to this account
 
Howard
previously
 
Howard
and it's now disappeared off this list
 

 

 

So my question to Telstra is:

1. Where do you source these online staff?

2. When there is the word 'account' mentioned, do these staff say (in the following order):

- Have you tried by dialing #100#?

- You may need to check you My Account online to get all the usage history.

- We need to make sure that the mobile number is still active, if its not, it will no longer show into your account.

3. Will you be upgrading these computer responses?

 

Thanks

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2 REPLIES 2
howieman
Level 1: Cadet

Re: My experience with 24/7 chat support

Oh also, I wonder if it's worthwhile sending this feedback to the Telstra CEO somehow.

 

Cheers

DingoDan
Telstra (Retired)
Telstra (Retired)

Re: My experience with 24/7 chat support

hey howieman,

I am sorry to hear that you have experienced issues with accessing your pre-paid mobile details online and do apologise for the poor service that has been experienced when seeking assistance via the Live Chat service Smiley Sad 

There is not normally a statement provided for the pre-paid service as no invoice is ever generated, so all you will be accessing is the calls that have been made. I am not sure as to why this would have dropped off and am more than happy to have a further look into this for you. I have sent a PM to get your details so that we will be able to look into this further for you. In answer to your questions, the Live Chat service is sourced from on and off shore contact centres, so it depends on who is available to answer the chat when it drops in.

Agree that was not a great experience and I am more than happy to have a further look into this for you when we receive the details from the link that I have provided in the PM. 

 

Finally if there are notes of the chat listed on your account I will be more than happy to have this feedback passed on to their manager for further coaching to be completed.

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