Palo76
Level 2: Rookie

any new Telstra plan is pre pay only

So there is now only Autopay or the Highway. Whats the point I'm still going to receive an account bill for all my other Telstra services. 

 

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SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: any new Telstra plan is pre pay only

I agree that it is not great great when you are trying to add a new service to an existing multi service, Post Paid account..  doesn't make sense but Telstra don't always consult with their customer base about such decisions. Any provider/retailer can choose to use preferred forms of payment..  in Telstras case, whether their customers will be happy, or instead choose to vote with their feet and try another provider, will be determined over coming months...  will Telstra care about losing a portion of their customers, that remains to be seen..

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Palo76
Level 2: Rookie

Re: any new Telstra plan is pre pay only

This is absolute lunacy,

I currently have 7 mobile devices (some phone some data), Foxtel and home broadband. 
with this afterpay rubbish I will be forced to break up my one bill into 8 separate transactions!!!! And if you believe their marketing jargon this is the new simplified billing system? 
This makes tracking of correct charges a frickin nightmare, because direct debit could never possibly go wrong. 
So what, are business expected to head down the same road?

SteveW_52
Level 22: Superhuman
Level 22: Superhuman

Re: any new Telstra plan is pre pay only

I know how you feel. Direct Debit doesn't work for me and once Telstra start to apply that to my services, I'll have to start looking aroundf for sure..  but DD will become the 'fashion' sadly.

 

Stevo 52
Too many devices, probably an addict 🙂 also a tinkerer and developer of stuff..
Not with Telstra, just another customer like you!
Palo76
Level 2: Rookie

Re: any new Telstra plan is pre pay only

This whole AfterPay chaos is mind blowing, I have followed the path of trying to speak to someone regarding the path of burning customers and was finally put in touch with a complaints specialist. 
They went on to tell me that this is a decision that Telstra has made and they do not care for those they leave behind as this is the future. The arrogant stance blew me away, as a customer of nearly 25yrs I was in disbelief. When I tried to explain that the dollar amount was just too high for a direct debit they would just talk over the top of me elevating their voice until I stopped. 
when I confronted them about the lack of professionalism as to the way they were handling the so call resolution of my problem, I asked if this was the fate of the business accounts also. The reply was almost comical. We’re going to get them too! And your home internet! 
I then asked to speak with someone else his reply was they are going to tell you the same thing. 
then they hung up. 
I then received a text

Hello Paul, rest assured that we will provide an update and resolution on your concern.

what a joke, this can’t actually be happening, this is the largest telecommunications provider in Australia. Where do you even go to from here???

Palo76
Level 2: Rookie

Re: any new Telstra plan is pre pay only

So to you update this **bleep** show,

I was contacted two days later by a “Supervisor” who was way more compassionate towards my concerns of giving any corporate company the keys to my bank account to withdraw a significantly large sum of money and she then went on to say that the direct debit was an issue that they had recognised that a large number of people had complained about and that they were in fact implementing an alternative form of payment however it’s currently not available. Upon trying to get a timing on this AutoPay resolution she just wouldn’t commit to a timeline. Said I can remain on my current plans until I receive a txt or email confirming the fix was available. 
she would then close my complaint marking it unresolved as we currently can’t do anything yet. 
All sounds pretty good right, well so I thought until I received the summary of my my complaint. 

  • We have also advised that you may stay with your current mobile plan if you refused to set-up an Autopay in the meantime. We have also set your expectation that our mobile plans will continue to update towards the direct -debit or Autopay set-up in the future. Any mobile plan change that you will request going forward will require you to set-up a direct debit or Autopay unless there is a valid exemption. 

What the actual **bleep**! This is absolutely nothing like the conversation we just had. 

AntoO
Support Team
Support Team

Re: any new Telstra plan is pre pay only

Hi Palo76

 

If you can reach out to the team over on Facebook or Twitter they can take steps to verify you and look into the case/complaint for you.

 

- Anto

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Palo76
Level 2: Rookie

Re: any new Telstra plan is pre pay only

Hi Anto,

I don’t have a Facebook or Twitter account, however I am keen to speak to some one as I’m really unhappy with how this has transpired. I’ve been a loyal Telstra customer for over 25 years and can’t believe that i’m being told to boot off to another provider. As you are a support team member are you able to explain what or who is actually eligible for the “valid AutoPay exemption” 

is there another way I can reach out to the right person?

 

AntoO
Support Team
Support Team

Re: any new Telstra plan is pre pay only

Hey Palo76.

 

Cheers for getting back to me. Unfortunately without being able to verify your details through this platform in a secure way, the only other options I can think of are to try the "message us" link found here Contact us (https://tel.st/zw54r5) or to contact us over the phone on 13 22 00 for consumer and 13 20 00 for business.

 

- Anto

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Palo76
Level 2: Rookie

Re: any new Telstra plan is pre pay only

Anto,

Am I asking for anyone in particular? Can I get in touch with you?
If I’m put through to a generic support person they are going to read off the sorry we can’t help you this is Telstra’s business decision cue cards.

I honestly don’t think I can go through that again. 
Were you able to get information regarding the valid AutoPay exemption?

The Supervisor did say there was no point in moving my services to a business account as I’ll be facing the same situation in the near future. 
This whole situation is quite distressing.  

jayonaise
Support Team
Support Team

Re: any new Telstra plan is pre pay only

From what you have described, it sounds like you have spoken with a Complaints Case Manager.
There will be a Complaints case on your account with the notes about what has happened so.

Contact through one of the Telstra secure messaging channels. An Agent there can send a message through to the complaints team that was managing the case. They can request for the investigation/resolution of the case be reviewed.
 

Need help? Check out our Community Wiki or Support Portal || Looking for a new mobile? Order online today || Get help with any Tech at Home with Telstra Platinum || Don't forget to tag answers as Accepted Solutions and give a Like to the member(s) who helped you out.

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