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Level 3: Gumshoe

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

Answered

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.

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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

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

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

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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Level 25: The Singularity
Level 25: The Singularity
Accepted Solution

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

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

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

View solution in original post

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Level 3: Gumshoe

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

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.

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Level 1: Cadet

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

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"

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Level 25: The Singularity
Level 25: The Singularity

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

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

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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Level 1: Cadet

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

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

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Level 2: Rookie

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

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.

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Level 22: Superhuman
Level 22: Superhuman

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

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.

Someone keeps putting vegetables in my beer crisper
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Level 5: Eagle Eye

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

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.

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Level 13: Super Sleuth

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

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?

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Level 2: Rookie

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

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

Set it & forget it

With direct debit there’s no need to give paying your bill another thought.

Avoid queuing up and never worry about late fees again.

Setup direct debit