Since Telstra decided to split the account into billing system A & B I’ve had so many issues, they decided to blame the customer for all problems and offer no explanation except to have a seppo from resolution centre called John call an in the most demeaning way lay all blame on me and offer no resolution despite being from the resolution centre. My account was over $1800 in advance when they split the mobile account from it, then I get no notification that my mobile account was not being paid as a result because the money I paid in advance was left with the home and internet account only. It then took 4 times to request a refund for that money as they wouldn’t transfer it to the mobile account either. Each time I requested a refund it was denied by account’s department until I said if it’s not done this time I will cancel all my services and then they will have to refund me. The refund process took 7 or more weeks to complete while all the time Telstra still complained the mobile phone was still not paid.I went back to Telstra 5 years ago after giving them a miss for over 20 years after they screwed up royally in the 90’s and when I went back 5 years ago they couldn’t do enough for me, they were so different to now where these days they don’t care less about customer service and customer satisfaction or customer loyalty anymore. I thought Optus was bad but now it seems like they’re in a race to the bottom with each other so my advice is don’t waste your time with this overpriced under providing joke of a telco unless you’re in a regional area and have to. I’m dumping them for good and Aussie broadband is where my internet is going and as for mobile I’m going to Vodafone again, they gave me great service a few years back while I was away from Telstra and I hear good things are still happening so goodbye the worst telco for good.Edit******I just read the reply from Telstra and it Simms up the attitude towards loyal customers, they say they’re sad to see you go but offer no explanation for the useless debacle that has caused the problem, the splitting of customer accounts and having 2 separate billing systems for the two accounts. I was twelve months in advance for most of the last 15 months and when this split of accounts occurred I was still 2k in credit yet they split the account unknown to me and I had no reason to use the app as I was in credit therefore unaware that the mobile account on billing system B wasn’t being paid until I went to get a sim added to my account for a tablet, this was then refused as the system had me listed as a bad credit despite being in credit by over $1300 on billing system A account, I even paid out the devices on contract before I realised. The sepo yank from Telstra “Resolutions” called John did nothing but blame me for everything and tell me in the most aggressive manner “tough” it’s my problem so I suggest that this third rate telco look at retraining him in customer service or sack him so he can work as a dishwasher or something else like that where he can’t interact with customers because he is the reason I have said screw them and him alone, if I was in the same city I would have been outside waiting for John the sepo with a strong sepo accent to leave and would have taught him a lesson in manners. Vodafone has given me an excellent deal for a shared data plan on phone and tablet, both have a sim and phone has 300g tablet has 30g but it’s shared so if one needs more it will take from the other and it’s the top tier phone plan, all up both combined are still $30 cheaper than Telstra had my phone on and I didn’t get as much data on the Telstra plan either, next is the home getting switched over to Aussie Broadband because they’re offering a lot better than Telstra to so I’m spending my Telstra points and leaving Telstra asap, unless you are fifo on a mine site or similar I suggest you look around cos Telstra is the most expensive and the customer service and appreciation is almost non existent there.
