I need to vent…
About 2 months ago I ordered a Telstra NextG wireless setup for work. I got the forms filled in, sent them off and I had my connection the next day. Not too shabby, but the customer service went downhill from there.
Around the end of June I started to wonder why I hadn’t received a bill for the modem or the service so I called the Telstra team that support our company to ask why I hadn’t been invoiced yet. Quite simply the retard at Telstra who had entered my order made not one, but two, massive and incompetent mistakes that add up to Telstra threatening to disconnect ALL Telstra services in my name!
So what had this sorry excuse for a Telstra employee forgotten to do?
- They didn’t bother to enter any of the direct debit details that I had supplied, so my bill was never going to get paid
- They completely ignored the section, repeated on two forms, that told Telstra to send invoices to my home address
I got those errors fixed, or so I was led to believe. They also said that they’ll reprint the outstanding invoice and send it to my home address so I can pay it. Sweet.
I also ask what amount is outstanding on my account and I’m told ~$90… strange as I should have been invoiced for the modem but I get told it may appear on next months invoice. Great system Telstra have here.
I go to my office for the first time in a month a day or so later, and what do I find in my mailbox, no, not an invoice, but a reminder to pay the invoice that I’ve not received. The letter contains the usual telco threats. Oh, and the outstanding amount was around $630, not the $90 I was told. lol… what fools.
Send off an e-mail asking what the hell is happening. I confirm, again, that I want the bills sent to my home address. I also ask why the direct debit isn’t working and the reply I got just said that they’ve sent my direct debit request off to the people to handle that stuff… in my book that’s an admission that they didn’t bother to do it the first time.
I explained that I would not pay the bill until I had the invoice as I cannot expense the account without the invoice. I get told they’ve ordered a reprint of the account.
Onto today, and what do I find in my home letter box? If you’d said a Telstra invoice you would be so wrong. Instead I have another letter, this time from Telstra threatening to cut off every service in my name.
So, despite me being the one to contact Telstra in the first place about the invoices that aren’t arriving and notifying them of their two errors when entering the order, do I get any thanks… Nope! I get threats.
I’ve escalated this to our CIO and asked them to ensure that Telstra don’t do anything stupid, or should that be anything more stupid than they’ve already done.
Seeing as I can no longer trust the Telstra staff that look after our accounts I’ve had to resort to paying the bill out of my own pocket, without an invoice, which I can therefore not expense, so that Telstra do not cut off all of my services due to their incompetence.
We used to be with Optus for our comms, but changed to Telstra. We must have gotten a great deal on the prices as you certainly wouldn’t change for the non existent customer service.
I have both my mobile and my landline with Telstra but a history of 9 years of on time payment of bills doesn’t seem to matter one iota to them. Great to see the way they treat faithful customers.
I wonder if I will get the written apology I demanded?