I recently took my Telstra ZTE phone into a Telstra Store to have it unlocked. A staff member did it for me and I was asked to pay $25 so she could obtain a receipt number. I used my debit card for this. No other payment option was mentioned.
A couple of weeks later I used the online service to have my wife's Telstra ZTE unlocked. This time, however, the consultant offered me the option of taking the $25 from my wife's phone credit, saying there was enough there to do it, and of course I accepted that.
Is there any way the $25 I paid on my card can be reimbursed (I have a Telstra account)? I had plenty of credit on my phone and would obviously have used that, but I wasn't told I could.
Also, my phone did in fact need the unlocking code before I could use another carrier's sim card, but despite being assured that my wife's phone would need unlocking, her phone accepted the new sim card without asking for the unlocking code. The fee, then, even though "only" credit, was unnecessary.
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I always ring Pre-paid instead of using Live Chat. Hopefully you'll get someone who'll sort it out for you. Good luck.
In the end I decided to use the complaints service because it enabled me to enter account details etc. and type in a detailed statement of what has happened. I much prefer this to trying to explain things over the phone. My 70 years are showing!
Thanks again for your interest, Smiley3.
At least Telstra provides a few options to contact them.
I hope you get a satisfactory result