Need Help to Push Further on Telstra Complaint

L[Deactivated] on 15/01/2016 - 16:01
Last edited 15/01/2016 - 16:02

The story is rather long and complicated. I am posting it here because I am not exactly sure how to push the complaint further to get my money back.

I placed an order from the Telstra online store a $30 SIM Starter Kit for Tablets in 26 November 2015 and the delivery address is to work in Brisbane. However the package never arrived even after a week so I decided to check the tracking number and noticed that it was instead delivered to somewhere in Sydney…

“What!!! But I Live In Brisbane!!!”

The reason for ordering the SIM Starter Kit for Tablets/Mobile Broadband from Telstra is so that I can continue to enjoy my iPad while I am on a five days holiday in Christmas at Moreton Island. Telstra appears to have the best reception and $30 once off credit is all I need for those five days.

“You Know… Just Casually Surfing the Web and Checking Emails…”

I called Telstra on 13 22 00 and gave them my Order Reference number but they were unable to find my order. Instead the consultant told me to call their pre-paid department on 1258887 during business hours. So I called 1258887 on the following day. After waiting patiently for half an hour in the queue… the response was both disappointing and surprising. The consultant was unable to find my order but he offered to give me an extra $50 credit if I activate a new SIM card. Therefore I ordered another SIM card from Telstra and he kept his promise.

“Happy Ending Right?… No! This is Just the Beginning of Chaos…”

On the 05 January 2016, I received an outstanding bill of an unbelievable amount of $155.77 from Vaya (my phone service provider). On my invoice, this amount was incurred from calling Telstra at 1258887. Here are the results so far after making lots of calls to Telstra:

The number 1258887 is only a free service if you call using a Telstra SIM card. “Did Telstra think that I could call them using an iPad? Please bear in mind that I haven’t even received my SIM card at this stage yet!”

Telstra refused to believe that I was instructed to call 1258887. “So I assume I must have waked up one morning with the knowledge of a magical sequence number? Why didn’t I do the same for the $70 million Powerball?”

Telstra refused to credit the money back to my credit card and only agrees to have the amount be added as a credit to my Mobile Broadband. “I doubt I would be staying in Moreton Island again for an extra couple of months just so I can use up all that credit…?”

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Comments

  • nocure on 15/01/2016 - 16:41
    +4

    Why would you pay full price in the first place when you can walk into a b&m store and get it for $10.

    • [Deactivated] on 15/01/2016 - 17:14

      Good point.

    • [Deactivated] on 15/01/2016 - 16:54

      I agree and will learn from it.

    • Orqq on 31/01/2016 - 00:20

      I second the Live Chat option.

      Keep pushing and pushing and PUSHING the operator that you're not happy until they escalate to a Case Manager (even demand it after awhile). Don't be rude or swear tho - they'll be doing their best to accommodate you as everything they type is logged for monitoring! They'll give you empathy statement after empathy statement to try to calm you - stay on track with your goal!

      It'll take a few days but they'll callback - demand that they listen to the Call Recordings (Telstra always tell you the calls are recorded, and it's very VERY likely it was if you originally spoke with a Philippines Call Centre). The Case Manager may take a few days to try to validate it or you can then demand benefit of the doubt (using you're 'how did I ever make up this number, being a Non-Telstra voice Customer!).

      I went through several AU Telstra Complaint Departments (the MAJOR teams they have setup) and got shocking results - I hit up Live Chat one night and got over $500 (rightfully) refunded within a few days.

      Even their Filipino Call Centres are a softer target - the staff are trained to please and get Quality of Service results - you tell them you're unhappy, and will reflect that in their surveys, and they'll bend over backwards for you. Blackmail, I know, but Telstra shouldn't so often and so majorly screw up, then be so hard to seek a remedy!

      Last resort - TIO.com.au… The cost of the TIO complaint to Telstra will be worth more than your refund. If they won't refund your money to you, make them pay it to the Ombudsman!

  • James1976 on 15/01/2016 - 16:49
    +1

    Why is it Telstra's responsibility to refund you?

    Mobile broadband credit as good as you can hope for, I think. Even if you had proof Telstra told you to call that number, it's not their problem that Vaya charges that much.

    • [Deactivated] on 15/01/2016 - 16:54
      +2

      If I am not wrong. They should have at least kindly advise me that 1258887 is not a free service number. I doubt this is just Vaya, I believe other third parties would charge just as much. I think 125887 is considered a premium operated assisted number. Please correct me if I am wrong.

    • HeWhoKnows on 16/01/2016 - 09:29

      Absolutely correct! They are 2 entirely separate issues.

  • spackbace on 15/01/2016 - 16:56
    +2

    I called Telstra on 13 22 00 and gave them my Order Reference number but they were unable to find my order. Instead the consultant told me to call their pre-paid department on 1258887 during business hours. So I called 1258887 on the following day.

    I'm sorry, where did they even say it was free?! Unless you omitted it, it would appear that they never said it would be a free call… It appears it's you that has jumped to conclusions.

    • spackbace on 15/01/2016 - 16:59
      +3

      And since Vaya is only a mobile/broadband supplier (no home phone in their products), you called from your mobile, to a number you just guessed was free, and then act surprised that it wasn't… wow!

      http://www.vaya.net.au/downloads/CIS-UNLIMITED-44.pdf

      What’s Excluded From Standard Credit?
      All International calls and SMS, calls and SMS made whilst Roaming overseas, third party premium services (usually starting with 19), Voicemail Call Return, Directory A and calls to numbers starting with ‘12’ are charged directly on top of your plan.

      • [Deactivated] on 15/01/2016 - 17:11
        -1

        Hey Spackbace. I understand your point. However I like to express that… I would imagine I did the right thing by paying their product and I would love it to arrive at the door. Since calling the free service 13 22 00 was no help at all, and I am directed to call a number that would end up costing more than the original service… This doesn't weight up right?

        • [Deactivated] on 15/01/2016 - 17:13

          Does that mean I should have never asked about my missing order? Since it would cost my own money to find out about their service. I don't think this sound very fair…?

        • spackbace on 15/01/2016 - 17:20
          +2

          I am directed to call a number that would end up costing more than the original service

          Looking over home phone call rates etc, doesn't show that "12" prefix clause, so you'll likely find it's a normal call charge from a landline service. Mobile services charge more.

          Sure, they could've mentioned it, but there's innocence by omission here. Getting the call credit is the best outcome you'll get out of this, and you're probably lucky to be getting that.

        • spackbace on 15/01/2016 - 17:21
          +2

          @s4175364:

          Fair… oh dear, now you seem like a little kid that's been pushed in the school yard.

          Next time, don't just freely call numbers from a mobile phone without checking. Lesson learnt.

        • [Deactivated] on 15/01/2016 - 17:50
          -2

          @Spackbace:
          Right… I guess if I am given the 12**** number again I guess I will have to just sit at home and wait for miracles to happen and hope Telstra will find out they never delivered to the right person.

          I will give you a positive vote for this comment.

        • Ughhh on 15/01/2016 - 18:37
          +1

          @s4175364:

          Right… I guess if I am given the 12**** number again I guess I will have to just sit at home and wait for miracles to happen and hope Telstra will find out they never delivered to the right person.

          Or ask them to give you a number that is included in your Vaya plan??? If they tell you to go jump, are you going to do what they say?

        • [Deactivated] on 15/01/2016 - 18:40

          @Ughhh:
          funny… I did ask for an alternative number because I was frustrated at the amount of time I was on hold for. But the people I have spoken to, it seems like it's either 13 22 00 or 1258887. I made two calls to 13 22 00, all directed me to 1258887. I guess I would jump!!!

        • HeWhoKnows on 16/01/2016 - 09:32
          +1

          The way you put that its actually hilarious. Sorry have to laugh out LOUD!

        • HeWhoKnows on 16/01/2016 - 09:34

          @Spackbace: Short and sweet

  • [Deactivated] on 15/01/2016 - 17:24
    +11

    I think it's your responsibility to understand costs of calls. In my opinion telstra is being very generous to offer any solution, as the 3rd party received the call cost.

    • [Deactivated] on 15/01/2016 - 18:34

      I would appreciate if a call to Telstra is 3 to 5 min, I guess I probably would have swallowed the extras. The charges were 2x90mins call each. Plus why should I pay for their mistake?

      • [Deactivated] on 15/01/2016 - 18:48
        +1

        They made a mistake, but you still have responsibility for your actions trying to resolve their mistake.

        • [Deactivated] on 15/01/2016 - 18:52

          Any idea what to do if this happen again or to anyone else?

          Seems like no one in 13 22 00 were able to help? Just to prove that I am not making a mistake so I gave them a call regarding to my online order number. I am asked to call 1258887 again. Or maybe because I mentioned pre-paid service?

        • [Deactivated] on 15/01/2016 - 19:20

          @s4175364:

          I would online chat. Good luck and hope you can resolve it to your satisfaction.

      • HeWhoKnows on 16/01/2016 - 09:38
        +3

        Making those calls from your mobile without being aware of the costs incurred is YOUR mistake. NOT THEIRS. Suggest you carefully read Vaya's Critical Information Summary (CIS). Its all spelled out clearly there. Now stop complaining here and just pay the bill. Nobody is going to solve this mess you got yourself into by using your mobile phone to call Telstra. Would have been the same had you called any 13 number as well.

  • mskeggs on 15/01/2016 - 18:24
    +1

    If you call the power company, or water company or any other business you need to pay for the cost of the call. Why would you assume you would not this time?
    Your complaint should be with Vaya for charging such a high price, but as their terms state that these calls aren't included in your cap, I think that will be problematic too.

    • [Deactivated] on 15/01/2016 - 18:34

      (Copy and paste) I would appreciate if a call to Telstra is 3 to 5 min, I guess I probably would have swallowed the extras. The charges were 2x90mins call each. Plus why should I pay for their mistake?

      By the way, which power, water or utility companies don't provide free contact number?

      • Ughhh on 15/01/2016 - 18:39
        +2

        Plus why should I pay for their mistake?

        It was Telstras mistake for the delivery (or maybe Austposts mistake)

        But the call cost is a different issue, its your mistake for not understanding your plan inclusions and making assumptions.

        • [Deactivated] on 15/01/2016 - 18:48

          I just don't think Telstra should get away with this. From my 10+ calls and online chat to Telstra it may seem my order number was unsearchable in their system. I am sure 12 ** ** numbers are not included in most general plans either by Optus or whatever and I don't believe these kind of calls would generally ends up been a 5 min call on the phone.

          Sure maybe this is just me that have this issue. But for anyone who will be facing the same problem. What can they do?

      • mskeggs on 15/01/2016 - 18:56
        +2

        None of the ones I use have a free number, it is all 13 numbers. It is only in the last year or two that mobile calls to 13 numbers were included in call caps:
        http://www.acma.gov.au/Industry/Telco/Numbering/Numbering-Pl…
        Telstra offers to charge nothing for their own customers calls to their 12 number. Your phone provider charges a lot.
        Telstra provide a number you can call to sort out issues, it you visit their store they don't pay for your petrol to get there. If you mail them the complaint they don't pay for your stamp.

      • gummibear on 15/01/2016 - 21:07
        +1

        Why did you think you can make 2x90 min calls at no cost?

    • HeWhoKnows on 16/01/2016 - 09:40
      +2

      The problem is not with Vaya. Its clearly with s4175364.

  • Davo1111 on 15/01/2016 - 20:11
    +1

    I took a taxi to woolies and it cost me $100. I could have taken the train for $2.50

    Woolies should pay me $100.

    Sense?

  • 2Poor4Ozb on 15/01/2016 - 20:44
    +1

    I hit my car into a pole at the round about……The pole should be paying for the damages!!!!

    • HeWhoKnows on 16/01/2016 - 09:41

      No wrong. The Poles and wires company should.

  • x2r9ypbj on 16/01/2016 - 08:56
    -5

    DO WHAT I DO WITH ISSUES IN REGARD TO TELSTRA
    I DON'T BOTHER MUCKING ABOUT WITH THE FOREIGN OPERATORS(DO NOT SPEAK ENGLISH)
    I E/MAIL THE CEO OF TELSTRA AND BELIEVE ME YOU GET A QUICK RESPONSE

    • HeWhoKnows on 16/01/2016 - 09:44
      +1

      What a stupid response. This is NOT a Telstra issue. Telstra has gone way over the top to satisfy this fool. Perhaps YOU should be charged for the CEOs time in having to respond to such an illegitimate claim. Your use of CAPs is also illegitimate.

  • HeWhoKnows on 16/01/2016 - 09:26
    +1

    Seems to me that Telstra have done more than the right thing by you. You couldn't ask for more.
    The bill from Vaya is YOUR problem, not theirs. Doesn't matter what the Telstra rep told you. It is up to YOU to be aware of what types of calls are included in your vaya monthly credit and clearly calling Telstra or any other toll-free number is not one of them.
    LESSON 1: Next time use a landline or payphone to call Telstra. Same applies to any Toll-free numbers as they are only toll-free from landlines. Common knowledge really.
    LESSON 2: Know what is included in your monthly mobile phone credit. Exclusions apply with almost all plans and providers
    LESSON 3: Some unlimited prepaid plans such as Lebara'S NATIONAL plan or Amaysim's UNLIMITED 2GB Prepaid both with 2GB data @ $29.90 include almost everything. Besides they cant charge you extra for any numbers that are not included in the monthly quota because its prepaid. Safest way to go really to avoid such unexpected charges.

  • kuhari on 16/01/2016 - 15:32
    +2

    I got charged a fortune for calling 13 numbers when I had to enquire about something, so changed phone to vodafone $40 red plan with INFINITE national calls, I never have to worry again. Lesson learnt, responsibility taken, problem solved.

  • daver on 17/01/2016 - 10:13

    Postpay would not present as an ideal option for yourself, or others. Consider how an alternative PP might have minimised such mistakes..

    Such enquiries can made at negligible 2.00 with relevant $2 sim packs found anywhere in filling many a retailer's drawers, cabinets. That same item can be then recharged with credit as need arises.

    Being conscious around CIS summaries would be a good choice. Take whatever credit/solution is an offer.
    Too bad that few follow google's example that displays charge out for "US $0.07/min" transparent in calls placed online by GV.

  • dbun1 on 17/01/2016 - 15:56
    +3

    Seems like another case of trying to palm of the blame to someone else

    Telstra have been more than fair.

  • theguyrules on 25/01/2016 - 14:43

    Sounds like you probably should have checked the inclusions of the Vaya plan rather than blaming Telstra.

    "What!!! Why should I have to do that?"

    Why do you quote yourself in your own story anyway?

    "I find it really annoying to read".

  • x2r9ypbj on 31/01/2016 - 08:49

    Do what I do send off a e/mail to the Telstra ceo penn
    You will get a quick reply I know That is now I handle
    any serious Telstra issues.

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