When you are hot, you are hot Telstra.
After the last few days on the phone sorting out other peoples issues, I guess it was my turn.
On the 31st of July I was on the road with a tour, and called Telstra to put a 15GB plan on to our data kit (a 3G router and wireless access point in a rugged case).
The person I spoke with was unable to apply the plan because it wouldn’t let them in the billing system. They had to escallate it to another team to apply the product code, and they were going to put notes on the account to reflect that the plan should have been active on the date of my call.
As a gesture of goodwill, they also were going to credit my account with 50% of the monthly data charge (in this case $99).
My bill arrived today with over $1,500 of data charges included for our data kit.
I called Telstra complaints immediatly – assuming that this was going to be super easy to resolve. It turns out it isn’t.
The operator I’m dealing with is refusing to give me his staff ID number – he will only say it’s a “Charlie” number and not a “Delta” number. He is also insistant that there are no notes on the account to reflect the “back dating” of the data pack due to technical errors. *See my note after the image for the little bit of goodness to come from this.
He does acknowledge that I called on the 31st to have the data pack added, and that the excess data billing occurred on the 31st. A “request” has been lodged on my behalf to have the charges reviewed – but I can’t get clarification as to that meaning they will be refunded or not.
Even if they are, I am whole heartedly fed up with Telstra accounts and billing issues. It’s been a few months I guess since my last major account problem – but it shouldn’t happen ever.
I wish there was some serious competition to Telstra.. I’d pick up and stomp off in a flash. But, I need regional coverage – and I need data when regional – so at the moment satellite services are out of the question.
A side story to this is that the operator who’s details I am guessing I won’t ever know did at least notice there was an unusable MobileTV service on my account that he has deleted – and I am appreciative of that. Others have tried to remove the product before – and been unable to.