Have you contacted customer "service" ??
If you haven't,
use the My Telstra app, click on Get Help, clock on blue message icon in bottom right corner, and type Speak to Billing Consultant, then be patient and wait .......
If you have done that already with no success, it would be reasonable to lodge a complaint
https://www.telstra.com.au/contact-us/feedback-complaints/make-a-complaint
"BEING NICE TO OTHERS .. IS NICE"
If I have helped you, a "Like" would be appreciated.
If my advice is a solution, please acknowledge it.
I'm not a Telstra employee.
50 + years exp. in radio comms., eg mobile phones since 1963, two-way radios, base stations, antennas & pagers. Expert in current Telstra Go repeaters & smart antennas.
"Being 76 years of age, entitles one to be an expert at everything!!"
Hello
Setup direct debit