jaydubbya985
Level 1: Cadet

Horrendous Service

SR 1-2572275341551

Dear ANYBODY! ,

COMPLAINT TO BE ESCALATED:


Across the pandemic we have not had the service that we should have and as a result, changes that we had made were not completed therefore, we had continued to accrue charges that we should not have over a period of many months!

At that time I spent an hour with a 'Business Specialist' going through our bill to look at changes we could make to services we were no longer using and also to 2 of the data plans that were antiquated and had been superseded by newer more appropriate plans.

The in addition to these changes we were looking to add a Samsung S20 ULTRA and an IPad PRO.

Days turned into weeks, weeks turned into months even after going back to the store in the Maude St Mall and being 'promised' to by the store manager that 'The order would be completed', still nothing.

I then went to the Telstra Store at the Shepparton Market Place and spent a good 3 hours there dealing with the 'Area Business Manager' to again be promised all of the changes would be made yet they were not.

The complaint was then escalated to a 'complaints team member' who started an email communication leaving me giving up on trying anything more.

Then a client referred me to a specific 'Business Team' here in Shepparton that were able at the time to add 1 device, however, the specific service changes that were requested still never appeared on the account.

This process again left me extremely frustrated with no time left to keep running into dead ends after being led up yet another path to nowhere.

Finally it appears that after a most recent meeting, changes have been made to the account that I require although it is not clear exactly what has been changed!

We were also left wondering why for the last 4 years we have been charged for 2 separate NBN services at one address where we only have 3 lines and basic NBN requirement.

We have paid hundreds if not Thousands of dollars for nothing! Absolutely NOTHING! We have been overcharged and basically kicked to the curb after trying almost everything to deal with this I anyway available as there is not the same customer service you used to get when calling with an issue.

I am ready to escalate this to the Telecommunications Ombudsman and as I am locked in isolation I am prepared now to spend the necessary time to resolve this ongoing matter.

I am not sure what number the complaints handling team attempted to contact me on? I did not have any message to call back? 🥺

Wow! I had been left with 2 sims that had ZERO usage for months and also an extra line and an NBN plan being charged monthly that WASN'T USED! It has been costing my business over 80 per month for YEARS! Ever since the NBN connection was made. It's not fair! What the hell am I supposed to do! I am feeling so broken and alone 💔

I need to have this matter resolved and as I have mentioned, the business team here in Shepparton have told me to contact the call centre, I contact the call centre and that points me to the Telstra App where I have spent hours and hours going around in circles texting and they have said I am best to reopen the original matter with you.

I look forward to hearing back from you as soon as you can so we can begin the process of getting this fixed.

Thank you.

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5 REPLIES 5
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Horrendous Service

The most that can happen through Crowdsupport is for one of the Telstra staff who moderate this forum to send a message to your complaints manager asking that they make contact with you.

 

Nobody here has access to account information, so cannot look into the issue for you.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Dowser
Level 21: Augmented
Level 21: Augmented

Re: Horrendous Service

The contact details for the Shepparton Business Centre are

 

199-201 High Street
Shepparton VIC 3630

Phone: 1300 262428

Email: 

 

 You could contact them.

 
jaydubbya985
Level 1: Cadet

Re: Horrendous Service

Thank you for taking the time to respond. 

 

When I emailed the complaints manager I got a bounce back message.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Horrendous Service

Did you reply to an email that they sent you?

What did the bounce message say?

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
jaydubbya985
Level 1: Cadet

Re: Horrendous Service

Thank you for taking the time to respond. 

 

Yes, the business team have been somewhat helpful but are unable to help me with the landline and NBN issue. 

 

It looks like they have been able to make some changes on the account also, however, they have referred me back to this almost criminally terrible customer service system to figure out the rest.

 

If my business operated like this the doors would be shut in a couple of months. 

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