I want to speak to someone on the chat - not using the app

[hellohelp1]

I don't want to waste my time holding on the phone and can't use the Telstra app. 

Can someone please link me to the chat function? 

[Jupiter]

The link is https://livechat.telstra.com

It may/may not be working, but even when it is, there are hours long waits.

[hellohelp1]

thank you. you're right its not working, classic telstra. do you have an email address i could use, i have screenshots of conversations and would like to forward on and make a complaint. i can't use the app 

[Jupiter]

Telstra do not use email for communications.

If you want to make a complaint, lodge it via https://telstra.com/complaints

[hellohelp1]

thank you, i have done that already. do you think if i took to socials i would get a quicker response?

[Jupiter]

Probably not. 

[LukeV]

Hi Hellohelp1, do you have the reference number for the complaint handy? Happy to look into this for you.

[SteveW_52]

Why can't you use the My Telstra app? device issue or incompatibility? device ownership? Don't like it?

It is Telstras preferred customer support tool (not everyone likes it, sometimes it (the consultants really) doesn't have a clue or provide the help required, but it can work well depending on how you use it (like most tools)..

[AntMan2021]

Best bet is to go in to the Telstra store,

[hellohelp1]

06335655

[hellohelp1]

Hello,

No one has got back to me re my complaint 06335655.

Basically I tried to sign up for a sim only plan over the chat, they took all my details/did a credit check etc and said it had been processed but I received no confirmation email overnight. I went on the chat the next day and they said there was no record of me and that I definitely had no plan under my name or email. It was all very time consuming and I was transferred to multiple people. On confirmation that I had no plan under my name or email I signed up with Optus and it was so quick and easy and incredible customer service. Then the next day I had an email from Telstra saying welcome to my new plan?! I 100% do not want to be a Telstra customer and won't be downloading the app for help. Please do not give me a number to call. I also have screenshots from the chats I had.   

[hellohelp1]

Hello,

No one has got back to me re my complaint 06335655.

Basically I tried to sign up for a sim only plan over the chat, they took all my details/did a credit check etc and said it had been processed but I received no confirmation email overnight. I went on the chat the next day and they said there was no record of me and that I definitely had no plan under my name or email. It was all very time consuming and I was transferred to multiple people. On confirmation that I had no plan under my name or email I signed up with Optus and it was so quick and easy and incredible customer service. Then the next day I had an email from Telstra saying welcome to my new plan?! I 100% do not want to be a Telstra customer and won't be downloading the app for help. Please do not give me a number to call. I also have screenshots from the chats I had.   

[LauraBee]

As CrowdSupport is not a secure platform we can't discuss any account details through here. Sometimes those emails do get sent out in error, but I have a feeling that if you've contacted us and they've said there is no record of your details it may not have been put into the system before you contacted us the second time. 

When you received that email were you provided with any order numbers?

[hellohelp1]

i was sent an email with the subject line 'Email Bill Activation' and then other with the subject line 'Your plan details on a page' no order numbers. i really do not want to be a Telstra customer and would love help closing this down. Could I have an email I could use to contact you further rather than this forum. I won't be downloading the app.

[Ashley]

There isn't an email address available to use to speak with our team. The best way to contact us so we can follow this up further for you is to speak with us through the My Telstra app 

[hellohelp1]

I refuse to download the app, that seems so scammy and ridiculous for it to be the only way to help people who want nothing to do with Telstra.