Bill Query

[DavidIvanhoe]

I need to query a charge on my bill but I live overseas and the Australian contact number for support does not allow you to speak to anyone. They want to correspond via text however when I enter my international mobile number is says that is incorrect. With no email address available, no telephone support, and error pages on their website when you query bills, any suggestions how I can get support?

[Jupiter]

Can you download the My Telstra app on your device (iOS or Android)? You can then use the Chat function there (blue icon, bottom right of Get Help screen).

[DavidIvanhoe]

Thanks.

Unfortunately they are all computer generated responses which are not helpful at all. I want to talk to a real person but seems like that is impossible!!!

[Jupiter]

Type in "Speak to a consultant" and you should be transferred to the queue to chat with a human.

[TommyR]

Hi DavidIvanhoe,
 

Sorry to hear of the troubles you have had with your bills and the unexpected charges.
 

You can raise a billing dispute online here https://tel.st/acewr and our team will go over this and return any incorrect charges against your account.
 

Otherwise, you can get in touch with them via the My Telstra App https://tel.st/halz2 messaging service. Just click on the "Get Help" menu icon and then click on the "Message Us" button and type "Billing" and a member of our team will be in touch to assist you with this. If you get stuck on the Codi chat bot, you can type "Consultant" to get through to a team member. They can securely access your account details and run a healthcheck on you bill to see what has happened here.

Let me know how you go.

Regards - Tom