Telstra Not Providing Tax Invoice

takezo on 02/11/2021 - 17:39

Bought a pixel 6 from the telstra plus deal last week. From the start it's been a nightmare, but most of the issues have been resolved and I do have my phone.

What I don't have however is a Tax invoice (phone came just in it's delivery envelope with nothing else). Nobody I speak to seems to have any idea, and all I've managed to get off them thus far is an online order reference, which states the price etc, however I don't believe this counts as a tax invoice. I've raised a complaint, but just wanted to understand if anyone else has come across this ordering from Telstra previously and what to do if complaints process fails?

I'm just a bit stunned that this is even an issue.

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Comments

  • mskeggs on 02/11/2021 - 17:45
    +1

    It will probably show on your next bill, or it will be mailed separately or something.
    Companies like Telstra have one way of doing things, which is whatever the system is setup to do.
    If you call and insist on doing it any other way, you will experience heartbreak.

  • Johnsmithaus on 02/11/2021 - 17:54
    +4

    File a complaint at https://www.telstra.com.au/contact-us/feedback-complaints/ma… - you'll get a case manager and they will escalate as required to get you to your resolution. If not, go to the TIO afterwards.

    • takezo on 02/11/2021 - 17:57
      +2

      I have raised a complaint, but from what I've seen so far I'm not overly hopeful - I actually feel like I'm talking a different language when trying to explain what a tax invoice is. I would have thought it was a straightforward request, which any small business could resolve in about 30 seconds.

      • conan2000 on 02/11/2021 - 21:56
        +1

        When it comes to Telstra customer service, nothing is straight forward.

    • bdl on 02/11/2021 - 23:27

      How long does it take for the Telstra complaints division to assign a case manager? Having a terrible time with them at the moment, lodged a complain on Friday, still waiting for an acknowledgement. I was going to file a TIO complain tomorrow but thinking that TIO may want me to show that I've at least tried to escalate with Telstra…

      • bdl on 03/11/2021 - 11:13

        edit: took six days for them to acknowledge the complaint via email

  • universe on 02/11/2021 - 19:11
    +2

    Yeah my pixel came with a A4 sized order confirmation print-off that said 'this can be used as a receipt for warranty purposes'. But its not a receipt.

    update: Tax invoice for the phone was in the telstra my account as a separate document to my monthly bill.

    • takezo on 02/11/2021 - 20:13

      Yeah I think the issue is somehow related to me not having any active services with them. When I look at my account there's nothing in any of the tabs.

  • bananarahman on 02/11/2021 - 20:40

    I got the iPad pro from them since 23 July, only paid the upfront payment of $59.41 and haven’t received an invoice since. Their customer service is terrible, I’ve been told it will be resolved 24-48 hours. Followed them up on a fortnightly basis, and went to their office to no avail. Raised a complaint to Telstra as well, but raised a complaint to NSW Fair Trading. No update since last week.

    • Daabido on 02/11/2021 - 21:36

      That's a cheap iPad Pro.

    • conan2000 on 02/11/2021 - 21:57
      -1

      If they aren't charging you, why are you chasing it?

      • Forfiet on 03/11/2021 - 09:14

        Because they are ready to pay for the item under the terms they signed(in an amount of money which they have at the time)…. Not when telstra decides it wants a possible lump sum in arrears….. Well if it was me, that would be the case…..

      • bananarahman on 03/11/2021 - 14:37

        I can charge a maximum of $60 per month to work. So, if they lumped sum 3 months in one invoice, can only claim $60 out of ~$180.

  • Associated87percent @ Telstra on 03/11/2021 - 08:35

    PM me your details and I’ll look into it, or get someone that can assist

    • takezo on 03/11/2021 - 09:30
      -1

      Thanks for the offer, but are you going to be able to do anything over and above what the complaints case manager could achieve (basically zero).

      • Associated87percent @ Telstra on 03/11/2021 - 10:16

        i'm here offering help, if you don't want assistance, good luck - forget i offered

        • takezo on 03/11/2021 - 11:43
          -1

          Sorry I didn't mean to sound ungrateful. I genuinely appreciate the offer to help.

  • takezo on 03/11/2021 - 09:29

    So I raised the formal complaint and the case manager has basically told me that when you buy through a store you get an invoice, however when you buy online only a Online Order Reference is available. WTF?

    I've requested a refund, but I'm not holding my breath about it being straightforward. Is this even legal? I assume the ATO wouldn't accept anything but an invoice in the event of an audit.

    • hawkeye93 on 03/11/2021 - 10:43

      Last time I purchased the S21 from Telstra day deal, there was an invoice sent to me. So online orders do have invoice available, I reckon.

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