I can’t access my account

[Kyza79]

I’m not happy. I can’t access my account online or on the app

Because you all of a sudden it’s all my sisters information her account instead of mine

We’ve been having this trouble for almost 10years

It’s a massive privacy issue too

I log in with all my details and it has my sisters account instead of mine

I can’t see mine anywhere now

[Jupiter]

Nobody at Crowdsupport has access to account information. 

You will need to send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen). If Codi doesn't understand the question then type "Speak to a consultant" and you should be transferred to the queue to chat with a human. 

[Kyza79]

Ok thanks

Yeh codi didn't want to co-operate earlier lol

I've tried fixing it over text with a consultant and it didn't help 

The first person never got back to me and the second one tried but I don't think fully understood what I was saying

[Kyza79]

Hi I don't know what else to do I was told yesterday they can't help me 

I still can't access my account anywhere 

They told me to try in-store but they usually can't help with anything like this either 

[Smiley3]

Hi @Kyza79,

I suggest you lodge a complaint with Telstra. It will probably take longer than normal to receive contact from a Case Manager due to COVID-19.

It sounds like the "Back of house" team need to look into this. 

https://say.telstra.com.au/customer/general/forms/Email-Complaint

Year's ago I started seeing my sister-in-law's services on my Account (we both have the same first name and surname)....lucky I knew who owned the services that suddenly appeared. 

I spoke to the Complaints team and they were able to remove the services from my Account. There was obviously a glitch in the system. 

[Kyza79]

Thanks I'll do that 😁