Level 1: Cadet

Refund of prepaid account



i recently topped up my prepaid account on the $150 6 month plan. 

I have just found out I am flying out to a mine that does not have a Telstra service. I won’t be able to use my service.


who do I speak to regarding getting a refund. I spent hours on the phone and no one seems I know anything! It seems Telstra makes it purposely hard to talk to someone that they hope their customers just get so fustrated and walk away.


can someone please help.



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Level 25: The Singularity
Level 25: The Singularity

Re: Refund of prepaid account

You can try to request one, but refunds on PrePaid services are not provided as part of the Customer Terms:

3.19 If you cancel your service (other than as a result of our material breach) or we cancel the service as a result of your material breach, all unused credit in your account will remain with us.

ie. you forfeit the unused credit if you cancel your service


To contact Telstra, send a message using the My Telstra app on your mobile (blue icon, bottom right of Get Help screen). If the bot doesn't understand the question, type "Speak to a consultant" and you will be transferred to the queue to chat with a human. It can take a few hours to get an initial response.

Or you can try calling 132200.

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

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