biscay_jewel
Level 1: Cadet

checking credit by different methods doesn't match up

Apologies if this message doubles up - I did search for a few variations on this theme and couldn't find an answer.

 

I have just bought a new phone and am using my old sim card in it to keep the same number - I have done this for years whenever updating my handset and have never had the following problem before.

 

I was previously on a now obsolete prepaid offer (I think it was called Talk & Text - bonus talk minutes and text for every recharge over $30). After buying my new handset, I changed to the Cap Encore offer. I received 2 text messages saying everything was confirmed and I had to recharge with $30 to get my bonus cap credit.

 

I recharged yesterday ($30). Today I received a text message from Telstra saying I had less than $1 credit remaining. I have checked my credit both online by logging into my account on my laptop, and on my phone by calling 1258888 and #100# - these are telling me different things:

- Online, my account lists my offer as Cap Encore and tells me I have $50 of normal credit plus $205 of bonus credit left and so much bonus data etc. etc.

- Calling 1258888 tells me that I have $50 of normal credit and 49 voice minutes and 150 bonus texts - which is still the leftovers of my old offer.

- calling #100# tells me I have everything listed above (cap, data and bonus minutes/texts from old offer)

 

I would like to know why the three methods for checking credit are not synchronised, and which one I'm supposed to believe? And why am I getting messages telling me I'm about to run out of credit, when clearly I'm not? 

 

Sorry for the short story here - I am loathe to try and explain all this over the phone to someone who only knows how to put you on hold. Any insight will be appreciated.

Thanks

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3 REPLIES 3
Joe-Telstra
Telstra (Retired)
Telstra (Retired)

Re: checking credit by different methods doesn't match up

Hi biscay_jewel,

 

Thanks for your post about getting conflicting information with your pre-paid credit upon checking the different methods to check this.

 

Firstly, welcome to CrowdSupport Smiley Happy Please stick around and offer any expertise you have in the range of topics here in our Community.

 

You've raised really great questions here as it seems really strange to me why the information are not consistent across different methods. 

 

So I'm going to engage our experts and seek further clarification on this and initiate a fix as necessary. I will update this thread when I get some news.

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biscay_jewel
Level 1: Cadet

Re: checking credit by different methods doesn't match up

I would also like to add the following:

 

- I have now noticed that all of my phone use since recharging (standard phone calls, text, checking email, and a small amount of metered internet use) is being taken out of my actual credit dollars while my bonus cap credit/data is mostly untouched ($7 out of the $200 of cap credit and NO bonus data has been used, whilst my $30 recharge credit has been used up completely).

 

Why is this happening?

 

I spoke to a lady in the Telstra Shop today, who assures me there is something wrong here - my phone usage should be coming out of my bonus credit first BEFORE it uses up my core recharge credit. Unfortunately, she could not help me any further, just telling me to ring up the call centre - obviously the Telstra Shop is just to sell, not to actually provide any help/customer service with their products.

 

Thanks,

Joe-Telstra
Telstra (Retired)
Telstra (Retired)

Re: checking credit by different methods doesn't match up

Hi biscay_jewel,

 

Thanks for the update and I understand that you're now having issues with your usage being taken out of your recharge credit rather than from your available cap credit allowances.

 

Telstra Shops only have limited access to systems and therefore may not have been able to assist you with your pre-paid enquiries especially with the issue you've just described.

 

In this instance, it's best to get in contact with our specialised 24x7 Telstra Pre-Paid Live Chat Team for further assistance with your enquiry. Thank you.

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.

All moderation actions are supported by the CrowdSupport Community Guidelines

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