How can I get to speak to a Human in the Accounts Department?

[Painer]

I have a credit with Telstra that I need to have refunded ASAP cause I need the money. I've tried chatting with Codi, a complete waste of time. I've tried my local store, they can't help. There must be at least one person in Telstra that can help me here.

[Jupiter · Accepted solution]

At the moment, it is next to impossible to get through to a consultant (minimum staffing levels at the moment).

You could use the following form to request it, but it may not go through, or if it does, it will still take quite a while for it to occur (again due to minimal staffing).

https://say.telstra.com.au/customer/forms/request-a-credit-form

[Painer]

That might have been helpful but the link took me to the Main Login page and then to the Chat to Codi - Virtual Assistant.   That's never ever helpful when you need to speak to a human being.

[Rhg]

Any other ideas as even that link doesn't work today, get the below message. 

"Due to Telstra Contact Centers being impacted by COVID-19 and to ensure the safety of our people, we have closed some of our contact centers"

[Jupiter]

No. It will just be a case of try every couple of days until you can get through.

[Grace62]

Hi,

I have a problem with Telstra charged me twice for my payment.

and I can’t talk to anyone online regarding this matter.

any ideas about how can I do to get this money back?

thank you

[MariaAttard]

There are no humans working for Telstra at the moment. There are aliens from the planet Frustration whose sole purpose is to piss you off.

My Account does not work.

Call Centers are overloaded.

Telstra shop is staffed my shop dummies.

They will not connect you to the NBN due to the virus.

Recommended Solution

1) Move to another ISP - we chose TPG NBN/VOIP - done! Cheaper too!

2) Get the bank to block direct debit just don't pay for no service - in progress.

3) Use social media to seriously embaressing them - thinking about it.

4) Complain to ACCC, Telco Ombudsman, local MP, the PM - why bother.

5) Tell all friends and family to drop Telstra - at least they listen.

[Ozmoz]

Hi @MariaAttard 

Just to clarify a misconception.

There is an enormous amount of new connections happening right now for the NBN. With so many people at home now that didn't have broadband before, have now decided to connect.

The NBN Co is very busy at this time but working.

As for other comments.

1) What part of MyAccount is not working?

2) Call centers are busy, yes, but having to close due to the Virus isn't Telstra's fault. But Telstra is continually hiring more staff, it all takes time.

[gfk]

Good luck, Grace.  I too would like some money back but can't contact Telstra either; I was overcharged $191 on my last bill when they added Foxtel to my account whilst a bundle including Foxtel was still in place.  Stay safe, and we can presume that eventually Telstra's call centres will return to (a new) normal.

[abthomp]

Who was it that decided to get rid of all Telstra's Australian based staff and be totally reliant on a Call Centre in Manila?

[MariaAttard]

All I get is "We're sorry but My Account isn't available right now".