Comments on: Telstra Bill Glitches Drive Dealers, Customers To Despair

By: Adam

Adam — Wed, 07 Oct 2009 09:31:06 +0000

Actually Craig this has happened to me, my billing cycle is supposed to be 3 months, however they have disconnected my phone line for not paying bills that I havent been sent only after 4 months (only 30 days after the bill should have been sent). Also, for two days I was trying to get my phone line reconnected but was told that their billing system was down and to call back later. I have also delt with Telstra as part of my job as an ICT solution provider. Telstra HAS lost the plot Craig and they deserve every bit of ‘Telstra Bashing’ they get. I always try to keep my cool with the people in the call centres, poor buggers don’t deserve to take it for Telstra.

By: Tom Anlezark

Tom Anlezark — Thu, 17 Sep 2009 13:29:27 +0000

Craig, nobody has every made a _quick_ call to Telstra. :o)

By: Bianca

Bianca — Tue, 07 Jul 2009 09:00:22 +0000

After moving into my new home i combined internet/home phone/mobile/foxtel. 2 weeks after i connected i was sent a notification $586 overdue – i hadn even recieved a bill. Call telstra they say they will correct it n send a new bill..for the past 4 months we have been recieving the wrong bill, calling telstra they say they will send us a correct bill, still yet to recieve one. Then come home to no internet or phone working – call them they say its cause we haven paid but it shouldnt have been disconnected because previous notes say our situation etc nothing they could do right away but would be reconnected within 24hours now today our foxtel is gone – after hours cant get in contact with anyone who can do anything only been told it says unpaid balance. Its ridiculous!

By: Graham Bell

Graham Bell — Thu, 02 Jul 2009 22:51:49 +0000

When I used to work at Telstra, I’ve used the service at a discounted price. Even as a staff I wasn’t happy with the service and price. Can’t wait to use other provider as soon as my contract is over. According to Telstra, at this level of service, the good thing is — the only way is up.

By: Terry Clayton

Terry Clayton — Wed, 01 Jul 2009 08:03:46 +0000

I have been Telstra-less for nearly a year now and my life is great. My problems started after trying to merge my home and mobile accounts onto a single bill.

The final account for my mobile (before it started on the merged account) was sent to an address in a different state, which I have never even visited let alone lived in. The first I knew of a problem was when I received a letter from the debt collection company.

Refusing to deal with the debt collectors I made several calls over several months to Telstra who first told me that they would follow up – but never did- then that the issue was out of their hands and I would need to sort it out with the debt collectors – who didn’t even have my correct details.

After months of uncertainty, several hours on the phone repeating my story, sleepless nights and stress then finally a call to the telecommunications industry ombudsman (TIO) it was resolved with great ease.

I would recommend anyone with a problem with any telco to try and sort it out with them first then skip the hassell and refer the matter to the TIO.

I am now with Optus and although the network isn’t quite as good the service is much better.

By: Mathew Merryweather

Mathew Merryweather — Tue, 30 Jun 2009 23:03:22 +0000

What Planet are you from? how much do you get paid? seriously?! I have been with Telstra for 24 months now, their severe ineptitude is amazing. Ive just had to pay an “account overdue” bill because they forgot to bill it to my new address, when i called and asked why, they muppet on the other end simply didn’t know why. Another peev with telstra is the new iPhone plans with a generous old ‘150 MB of data!’ cheers, thanks telstra!

By: krzystoff

krzystoff — Tue, 30 Jun 2009 12:31:12 +0000

Telscum is the business of making money — they will ensure they get their pound of flesh every time, or they will make you sorry; whether or not you get your service connected is of no consequence to them, it is simply a matter for the Telecommunications Ombudsman, (which exists primarily for that purpose).

The sooner Australians realise that fact, the sooner the shareholders will recieve their due dividends.

By: krzystoff

krzystoff — Tue, 30 Jun 2009 12:24:41 +0000

James Packer owns a large chunk of CMH (Nine network), along with Kerry Stokes (KS is a key shareholder of Seven network). I doubt Packer has any say on whether Today Tonight does a story on Optus — it’s probably not sensationalist enough for the broadcast tabloids.

By: Richard

Richard — Tue, 30 Jun 2009 09:40:07 +0000

I have been a big supporter of Telstra for many many years but after a recent succession of issues I find myself resigned to leaving. My most recent issue is not receiving bills through online billing way to often. You don’t always think to check when your bill is normally due or then again I shouldn’t have too. If a company cannot issue a bill on a regular and consistent basis then they only have themselves to blame for not getting paid. I am a customer who pays his bills on time every time and hate it when a bill does not get to me on time. In my case when I rang through to the credit area I simply could not understand the person on the line and I was unsure whether my request was completed. The customer service that I pay a premium for is simply no longer there in my opinion. Previously I would defend Telstra as I knew that you got great customer service and a good quality service. It appears to me that some of the Call Centres are no longer in Australia which is truly a shame as Aussie companies should employ Aussies.

They have already lost our mobiles and will lose the homeline and ADSL this week. I am truly disappointed in the last few weeks service.

I guess I will start getting calls to “Bring me back”…maybe they should try and look at why people leave and remedy that before people even think about leaving.

Just my two cents worth!!

By: Justin

Justin — Tue, 30 Jun 2009 08:44:18 +0000

Craig Muldoon, why do we see more complaints per customer from Telstra customers than we do from ANY other provider of Phone & Internet services?

Its obvious you’re employed by Telstra considering how zealously you defend them.

9/10 people I have ever come in contact with have had bad experiences with Telstra whether it billing, call centre, service or price.

Get off your high horse and stop defending the company that has had the monopoly in Australia and screwed every customer for decades without remorse.

But I’m happy, people are leaving Telstra in droves and the only people holding on to their Telstra accounts are the older generation who don’t know any better.