Telstra Charging Me Fees That Was Waived When I Signed up

UPDATE: A guy from telstra called today after the complain I lodged few days ago to TIO. He also mentioned Justin from ozbargain told him about it and he was willing to help me out by getting a technician free of charge to check the issues and he's going to fix the bill that's been incorrectly charged.
I would like to thank everyone on this forum for all the suggestions. Special thanks to Justin for notifying and getting Telstra to contact me to fix the issue, hopefully all my problems will be solved soon as promised by the Telstra guy. Thank You everyone. I'll update again next week. :)

It's a very long depressing story, I would like to apologize if this is the wrong place, and my English isn't that good either.
I saw the telstra casual deal on Ozbargain and I happened to have moved house on the same day, which was 2 weeks ago. I signed up online and got an email confirming connection fees waived it also mentioned Google Home Mini gift. I got the package in couple of days which had Gen 2 modem and a cable adapnter.(They did't send me the Google Home Mini). I set up the connection and it started working right away on 4g backup. I called telstra to register the Gateway, It took them hours and kept on telling me to go through some troubleshooting cause i couldn't get to the activation page, finally the guy realised that is because it is already activated. I have no clue how. Now, after the modem was connected to cable, my phones (pixel 1 xl and pixel 2) wouldn't connect to wifi at all. It Kept on telling me Ip Configuration failed. My laptop( surface book, win 10) was conected to wifi but it still told me ip configuration conflict ( or sth, I can't remember now). when I restart the modem it would connect fine and internet wouuld work too but it kept on lasting only 10 mins or so. I started calling telstra, in one week I called telstra more than 20 times, they made me reset the modem that many times and I was on phone at any given time I wasn't working. ( Including my breaks).
After few days they told me my modem might be faulty and they would replace it. I got new package in 2 days. This time they sent me Gen 1 modem. I called them to set up the modem but they couldnt register it because they sent the wrong modem and they offered to send a new one again. And before I could set up the internet telstra sent me a bill. and I am billed $331 ( it's a $89 casual plan).I have no internet but a bill of $331 and house full of telstra modems. ( during this time I had horrible customer service from telstra, one girl asked me my name and asked me if I was an Indian, now I am on phone with telstra for more than 1 hour, instead of helping me she started asking my nationality, when I told her I wasn't she asked me why I was't a indian but My name sounded like one. I have spent more than 10 days on phone my 4 days off all gone talking to them ) after all those horrors I decided I would cancel my service. I went to telstra store because I didnt want to spend a minute on phone.
went to telstra store and they told me I had to pay my due.
when I told them I havent used your service and your website says connection fee is not charged on casual plan they said I still have to pay.
I showed them the email I got telling me my connection fee is waived, The guy at telstra told me he would try to fix it. It was yesterday, but I havent heard anything from amyone yet.
what are my options?
I am done talking to telstra guys in india on phone.
I had never had a worse customer service than this.

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Comments

  • +10

    Mate, summary please.

  • +2

    Had a bit of a skim through your issue. If you've tried a few times already I'd suggest submitting an online complaint form which will create a service request number and someone will contact you after reviewing your account and complaint.

    • I Lodge a complaint last week. Nothing happened ☹️

      • Try calling up 13 22 00 again and saying 'complaints' and quoting the SR number (starts with 1-xxxxxxxxx) that you were given when you lodged it and ask them whats going on with it.

  • +3

    Don't contact Telstra again. They have have scripts that are just and endless road of never getting your money back because it's cheaper to pay drones in India to (profanity) you around until you go away.

    This is standard Telstra "service" for anyone that isn't paying the maximum amount like dummies … $149 for 200GB at 25Mbit is what some plumbs were paying the Australia's most expensive ISP.

    Search google for "TIO complaint" and fill out the complaint form at tio.gov.au.

    All of a sudden you will have Australian people helping you and the problem will get sorted. They'll be falling over themselves to the point of being annoying.

    Telstra have done exactly the same shit to me a few years ago which resulted in no internet for several months thanks to their lying sales teams. And it sounds like they're continuing to offer the same level of service.

  • The guy at telstra told me he would try to fix it. It was yesterday, but I havent heard anything from amyone yet.
    what are my options?

    Call the guy back or go back to the store and ask if there is an update/any progress. If none, then contact TIO. Document all your interactions as best as you can remember for the TIO, they will likely ask for a statement.

  • +6

    PM me your name and contact number. I'll raise an internal complaint for you

    • +2

      This is what this forum should be.

      • I've raised the internal complaint for Op, a case manager should be calling him within the next 48 hours. I'll keep an eye on it and make sure someone does

  • Telstra call centre is hopeless.

    When I transfer my TPG ADSL to Telstra back in August, my phone line got cut after couple of days of running.
    Called them and reported a fault but they never tried to fix the problem. They keep telling me it's my problem and I need to PURCHASE a corded phone to test the line.

    Why should I use my own money and buy an outdated phone to prove it's not my fault. I do have an old cordless phone along with a brother fax machine to isolate the issue. I am working in IT by the way.

    Then that guy told me they can send a technician but I will be charged around $150 if they cannot find fault on their end. I agreed the deal as I will go nowhere with this endless loops in troubleshooting.

    Their ADSL speed is also horrible. My previous TPG gives me solid 11Mbps/1Mbps all the time but with Telstra ADSL, I will feel lucky if I can get more than 3Mbps during peak time. My sync speed is always ~10Mbps so I don't think this issue relates to the phone line.

    I used their web form to lodge a compliant for the speed and they only offered me a $10 discount each month for six months to show their goodwills - what a joke!

    I live in Reservoir, VIC 3073 and I can tell that DSLAM is congested.

    I have set up a Raspberry Pi to run speediest every hour.
    Take a look at their ping - this is 21st century by the way…

    Date,Time,Ping (ms),Download (Mbit/s),Upload (Mbit/s)
    12/04/18,01:02,1456.01,2.55,1.07
    12/04/18,02:01,1370.635,8.64,1.06
    12/04/18,03:02,1534.951,8.66,1.01
    12/04/18,04:02,2531.384,8.67,1.01
    12/04/18,05:02,2530.982,5.08,0.92
    12/04/18,06:01,1380.858,8.68,1.04
    12/04/18,07:01,629.561,8.65,1.00
    12/04/18,08:01,1350.438,8.64,0.95
    12/04/18,09:01,1720.925,8.64,0.99
    12/04/18,10:02,2518.336,8.24,0.97
    12/04/18,11:02,2534.774,8.35,1.01
    12/04/18,12:02,1358.315,5.17,1.00
    12/04/18,13:02,2536.57,2.24,1.01
    12/04/18,14:02,2553.997,0.00,0.57
    12/04/18,15:02,1923.297,4.40,0.94
    12/04/18,16:02,2587.691,0.00,0.93
    12/04/18,17:02,1709.094,2.11,1.00
    12/04/18,18:01,1489.691,2.03,0.98
    12/04/18,19:02,2544.598,1.11,1.03
    12/04/18,20:02,1529.704,1.20,1.00
    12/04/18,21:01,1365.218,0.93,1.03
    12/04/18,22:02,2575.237,0.06,0.96
    12/04/18,23:02,2438.48,0.83,1.06
    12/05/18,00:02,1712.356,1.52,1.00
    12/05/18,01:02,1394.274,4.54,0.93

    • 12/04/18,01:02,1456.01,2.55,1.07

      April 12th is my birthday. My ISP promised me I could have the whole internet unlimited to myself on my birthday, so it was probably my fault.

  • Complain to the CEO's office - https://service.telstra.com.au/customer/general/forms/contac… - you will get contacted by an Onshore consultant and a lot quicker than the normal complaints process. If this fails, all you can do is lodge a complaint with the TIO.

  • I had a billing issue continue for 7 months and I contacted them regularly to be credited.

    They wouldn't resolve the issue so I connected TIO and got credited, then moved to a competent provider.

  • Ive had many issues with Telstra billing and customer service. What seems to work best is online chat, there is a continuous chat record so when you chat again the previous chat is accessible to the agent so you don’t have to repeat anything. The agent is less likely to lie and make inappropriate remarks too.
    Usually they can waive any overcharging immediately and you can check your account in the app to see that.
    If you can’t resolve the issue via chat and you’ve already lodged a complaint go straight to TIO and make a complaint. Threaten the chat agent with a TIO complaint, it will cost Telstra more to comply with the TIO complaint than give you what you want

  • summary

    1. Didn't get promo item - Google Home Mini

    2. Trouble with initial connection/wifi configuration. Telstra suspects faulty modem.

    3. Sent multiple replacement modems. Did not result in remedy.

    4. Got charged for additional modems and connection fee even though fees are meant to be waived.

    5. Weird instance of mistake Indian identity and CS rant.

    Wants a solution.

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