How long is reasonable to have to wait for a refund

[Titahi]

I mistakenly over paid my account to the tune of $1200 and sought a refund, after much back and forth I was given a refund number and told it would be auctioned within 3 business days.  So far after various promises and even a guarantee it has been 13 days and  8 business days, multiple interactions with chat staff, a complaint and still no refund

[Jupiter · Accepted solution]

Normally it takes 10 business days (roughly 2 weeks depending on public holidays) for a refund.

[Titahi]

Thanks for the response Jupiter, is that from your past experience?  Certainly would be easier to digest the wait if I had been furnished with that sort of time frame from the multiple chat staff I chased, alas they have all given differing much shorter time frames....

[Jupiter]

Those are the guidelines and you should never be given a shorter timeframe. It's great if it does come in early, but given in-house processing and then bank transfers or cheque posting, that's rarely the case.

If the refund doesn't reach you by Day 10, then you should chase it up.

[Titahi]

my chat history shows multiple staff  giving various shorter timeframes.... saying things like I’ll arrange someone to call you..... just constant fobbing off!!

 Well today my Telstra credit remains unchanged, as is my bank account.  The email response I was informed I would get never occurred,  Telstra customer service in my case has been the  worst of any company I have ever experienced