I signed up to Telstra NBN, the order somehow got attached to my old inactive account. I want the new NBN plan attached to my current active mobile service.
I tried to call but all path leads to their Telstra app to use their messaging service. This is where everything goes downhill.
Initially the messaging app ask for as much information as possible so I enter the order reference number, the email account it was wrongly attached to and the correct active email account I want it attached to. After about 30 minutes a service rep finally responds and proceeds to ask for all the information again plus all the information I entered during the sign up process. After a few messages where the time it took for each response ranges between 30-60 minutes, the rep tells me he/she will check if the order can be updated.
The rep didn't respond, so the next day I asked for an update.
The second rep responds and ask for the order number. I ask if he/she can read the chat history and get up to speed on the conversation. He tells me the system "masks" the conversation. So basically I need to make the same request and enter ALL the relevant information again. Again average response time of around 30 minutes for each message.
Several hours goes by and again I need to ask for an update. The rep responds if I want the NBN order attached to the mobile service account. At this moment I feel like I am stuck in a loop with Telstra service rep.
For some reason the service rep asks how many people uses the internet at my address to help me choose an appropriate speed. I told him I've already made the decision on what speed I would like and just need it on the same account as my mobile service. It seriously felt like each rep just wanted to create a new order.
I think by the fourth rep, I was finally able to get the rep to confirm the change to attach the NBN order to my current mobile account.
The next day I logon to Telstra to find the order still attached to the wrong account. By this stage I am fed up and just want to cancel.
I've tried again to call and say I want to make a complaint, but the pre-recorded prompter still led me to use chat and hung up automatically.
I go back to chat and repeat the request to cancel, right now it has been over 2 hours and I am still waiting for a response.
Needed to make a change to an order, forced to use the messaging app, service rep takes on average 60 minutes for each response, it took them so long to respond, each time I ask for an update the session switches to a new rep and needs to re-verify every detail. Got fed up and just want to cancel.
If anyone from Telstra is reading this, your customer messaging app service is seriously flawed. Why does it take them so long to respond to each message? For what reason do you not let your customer representative see all the chat history?