WAP001
Level 1: Cadet

Illegal mobile phone plans

Answered

In march I recieved my Telstra Landline account to find that four mobile phone plans with Apple iphones attached had been added to my account without my knowledge or consent.

No Apple iphones were delivered to my address.

I rang Telstra complaints expecting that this issue would be investigated and an explanation/apology made, only to be informed by Telstra that they would do nothing unless I sent them a Police report, a statutory declaration and three forms of photo ID such as a drivers Licence front and back.

I went to the police only to be told that this was not a Police matter and to ring Telstra, I informed Telstra of this and told them that I was not willing to send my ID as I could not trust them with these documents because they had already allowed my details to be compromised and ID theft was a strong possibility. However I also informed them that I would be willing to provide a statutory declaration to the effect thta I had never ordered these phones and plans witnessed by a Justice of the Peace and have my Id witnessed by the JP as well. 

This was  not good enough for Telstra, they accused me of not be willing to cooperate with them and said they would close the case, they then sent me an email saying that they were sorry that a compromise could not be reached!

I am at my wits end after many unproductive phone calls and emails with Telstra complaints.

How do Iresolve this issue?

1 ACCEPTED SOLUTION

Accepted Solutions
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Illegal mobile phone plans

Seems odd that the police wont file a report for identity theft, considering that the AFP's website states to report the matter to police: https://www.afp.gov.au/what-we-do/crime-types/fraud/identity-crime. A police report is required as Telstra is not a law enforcement agency

 

As you have reported a potential fraud situation, telstra now need to fully verify you are who you say you are, hence the extra identification requirement. The only compromise I can think of is possibly being able to do it in a Telstra Shop

 

 

Barring that you can attempt to go to the TIO, though im not certain how helpful they would be

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

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2 REPLIES 2
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being
Accepted Solution

Re: Illegal mobile phone plans

Seems odd that the police wont file a report for identity theft, considering that the AFP's website states to report the matter to police: https://www.afp.gov.au/what-we-do/crime-types/fraud/identity-crime. A police report is required as Telstra is not a law enforcement agency

 

As you have reported a potential fraud situation, telstra now need to fully verify you are who you say you are, hence the extra identification requirement. The only compromise I can think of is possibly being able to do it in a Telstra Shop

 

 

Barring that you can attempt to go to the TIO, though im not certain how helpful they would be

I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

IT Helpdesk and Technicial Support by Telstra Platinum
Helping Australians Find the Things that Matter Most with Telstra Locator

View solution in original post

WAP001
Level 1: Cadet

Re: Illegal mobile phone plans

It's a pity Telstra was not so diligent on IDs when these plans were put onto my account. If they were this would not have happened.

The case manager did not mention going into a Telstra shop, which I would do even though it is 120km away.

I still maintain that telstra has an obligation to investigate this fraud without this rediculous demands of reports and ID as this occurred completely without my consent. Surely it would not be difficult to track the delivery of four Iphones and to gather the transcript of the order? You would think the ordering of four mobile plans at the same time on account that has only had a landline for 25 years would raise some sort flag attention to be checked pre delivery?

If I had ordered these phones surely that would be revealed in the investigation and then I would be liable for fraud, which of course I would not want to bring on!

Telstra needs to look at their processes and systems and rectify this issue.

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