How to access australia telstra customer service

[parsonstrish]

NBN recently came to my town. So my previous adl service was to be cancelled late November. It didn't happen. Bill arrived showing I was still being charged for aldl.

I spent lengthy phone time a month ago with o/seas call centre explaining the situation. The agent was able to understand & see the problem. I was told "all fixed" now. Nope, nothing changed, still being charged for the original service. Price continues to rise on service I no longer have or need.

i'm phoning tomorrow to try again. Does anyone know how I can speak to Aussie through 132200.

TIA.

 

[Milboo]

Best bet is to Tweet them or contact them on FB as their social media teams are here.

If it is a complaint then try lodging it with TIO and it gets forwarded to Telstra. Their TIO resolution team is AU based (still - as far as I am aware).

 

[parsonstrish]

Thank you. What is TIO, telsra information office? I have no idea.

 

[Hvr]

Thank you. What is TIO, telsra information office? I have no idea.

https://www.tio.com.au/

Telecommunications Industry Ombudsman

 

[straitman]

https://www.tio.com.au/

Telecommunications Industry Ombudsman

Unfortunately this seems to be the only way to get any real reaction from Telstra.

 

[pn1]

Unfortunately this seems to be the only way to get any real reaction from Telstra.

I've had several issues with Telstra.

You can't avoid chatting to an overseas call centre in the first instance.

I prefer to use the 24/7 on line chat service rather than the "13" number. In either case, you speak with people whose first language is NOT English and they talk in "standard sentences".

It is not possible to have a "flowing" conversation. I understand Telstra instructs call centre staff ONLY to speak in standard prepared sentences.

But always take down the reference number.

Then, if you don't feel satisfied you can "contact the [Telstra] CEO" direct. The link (on the Telstra web site) to doing this isn't the easiest to find but believe me it works! An Australian based Telstra representative will assist. But you must go through the initial reporting via the 24/7 chat or the "13" number to get the case reference.

A year or two ago I was invited to attend a Telstra focus group and spoke with a senior officer whose responsibility included the overseas call centres. He said there were very strict rules about the staff using standard sentences and responses that appear to be "spin". The whole process is dumbed down to the lowest common denominator so that a customer with limited education could be expected to easily understand what is trying to be communicated.

 

[N860CR]

Best bet is to Tweet them or contact them on FB as their social media teams are here.

If it is a complaint then try lodging it with TIO and it gets forwarded to Telstra. Their TIO resolution team is AU based (still - as far as I am aware).

Not anymore... currently have a TIO complaint going and the staff member is clearly in the Philippines. The last contact I had was a template that hadn't been filled in;

Dear (insert name here),

We're sorry to hear about (insert issue here)... etc etc

I mean literally said that, he/she didn't add the information!

 

[Buzzard]

<snip>

still being charged for the original service. Price continues to rise on service I no longer have or need.

i'm phoning tomorrow to try again. Does anyone know how I can speak to Aussie through 132200.

TIA.

And the TLS share price has fallen :shock:

 

[parsonstrish]

I made the call, was advised unable to speak with Australia centre, I can't remember reason. I spoke to agent, he read the previous notes on file, understood what the problem is. All charges are to be waived, same response as previously.

the difference is this time I was connected to disconnection section to put in order to remove adsl by technician needing to come to the line itself. I was advised the original order was cancelled due to broadband service was under promotion, period between installation of nbn & cancelling adsl.

i took reference numbers this time & have link if I need to contact again. Thanks to all for assistance.

 

[VPS]

I hope you asked for compensation for stuffing you around - I've had a few run ins with Telstra and even though it is difficult sometimes to understand them I just keep pushing my issue quietly and firmly and say I want to speak to your supervisor - twice have been given $200 credits because I told them my time is valuable (I record how long I'm on the phone) and I want some compensation - once the lady said but I'm only able to offer you $200 and I said that will be fine