Telstra Account Query - How to Speak to Someone in Australia

goosegog on 19/02/2015 - 19:41
Last edited 19/02/2015 - 20:01 by 1 other user

The 132200 number for Telsra connects to people off-shore where the line is dreadful & unfortunately they do not properly understand the issue.

We have along standing situation going back to Oct. last year. I have now spoken to them on 6 occasions - each time believing the problem had been sorted only to find that it hasn't.10 days ago I asked to be transferred to a person in Australia & finally was ! However some of the issues still exist on our account. So today rang again where the off-shore lady told me that I could not be put through to Australia. I said please try to as had been successful on the last call - was then put on hold for 30 mins. before I gave up.

Each phone call made takes normally apx. 1.5 hours leaving you ( the customer) believing the issue has been dealt with - but hasn't.I have better things to do with my time than deal with this inefficiency.

Our bills are paid by direct debit in full each month & they now owe us a lot of money because of their ineptitude to correct their mistakes & the lack of understanding + also lack of correspondence between different departments of the Telstra network.

I worked for many years with British Telecomm where any issues were dealt with promptly - How times have changed ( I'm not that old by the way).

Why is it so hard to speak to a person in your own country & is there another number I can try ?
Thanks for any help you can give + experiences you might have had to suffer too from this giant company.

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Comments

  • goosegog on 19/02/2015 - 19:49
    +1

    Sorry - have missed the "t" out of Telstra a couple of times on this post - thought I would mention it before some of you do !

    • Charity on 20/02/2015 - 13:28

      "off-shore people…"
      "the off-shore lady told me…"

      You are an off-shore lady too. It is obvious by the way you type. In the same way you get agitated by foreign voices, the foreign tone also comes across in your text. This is correct, no?

      Why is it so hard to speak to a person in your own country

      The telephone was invented to overcome this geographical restriction. Telstra is a telephone company. If you still want to have a face to face, Telstra amazingly has shops practically everywhere.

      • goosegog on 21/02/2015 - 19:49
        -2

        There's only one zombie here who obviously did not receive the brains his father was eating from deceased people & that is you. Your total lack of the question asked proves this - whilst answering with abusive comments& not understanding the context of the initial inquiry, coupled with inadequate knowledge certainly shows what a brainless wonder you are.

  • Bab on 19/02/2015 - 20:05
    +1

    Telstra CS is terrible. Ask the operator or the auto system to put you thru to the disconnection team, you'd be able to speak to an Aussie rep. They deal with all issues.

  • NancyCat on 19/02/2015 - 20:19
    +2

    Contact the telecommunications ombudsman.
    I had simiar issue with NAB few years back, months of phone calls, letters, emails got me nowhere. Lodged a complain at the ombudsman. Within days, NAB contacted me, problem sloved.

  • RockyRaccoon on 19/02/2015 - 21:31
    +4

    Its so VERY simple.

    When you get the automated voice asking what you are calling about.

    Just say "complaint" they then connect you to an Australian call centre.

  • HmrW on 19/02/2015 - 21:51
    +2

    Hi goosegog,
    I would try their online team (chat with consultant), I have had good experience with them.

    https://livechat.telstra.com/TCOM:Crowdsupport:Consumer

  • evol on 19/02/2015 - 22:35
    +1

    Try the Telstra "Leave it with us" service.

    I had a billing issue with my mobile service so left a message via the "Leave it with us" form. 8:30AM the next morning got a call back from a super friendly (perhaps even overly friendly), helpful guy who fixed the issue quickly.

    Not sure if the service is offshore or not but there weren't any communication issues (e.g. line quality, foreign accent hard to understand etc.). Pleasantly surprised by how good this Telstra service was. Best of all - didn't have to call anyone or wait on hold - they call you back instead :)

  • nrg2010 on 19/02/2015 - 23:35

    Also if you feel you have tried everything, post it up on their Facebook page. Be polite and constructive, you should have the issue fixed in a jiffy.

  • inherentchoice on 19/02/2015 - 23:57
    -2

    How to Speak to Someone in Australia?

    That's waisis!!

    http://mrwgifs.com/thats-waisis-reaction-gif-asian-style/

  • Geewhizz on 20/02/2015 - 07:02

    As already mentioned, deal with it through their 24/7 facebook page. And yes, in my experience the complaints dept is usually manned by someone in Australia, though I haven't had reason to try them outside our normal business hours to find out if that's still the case in the wee hours.

    Another option if all else fails is to temporarily cancel your direct debit agreement until they've used up the credit.

  • Unbranded on 20/02/2015 - 11:35
    +1

    Telstra will compensate for your inconvenience. I've had a payment into my account of $100 when they failed to upgrade my BigPond plan, and on other occasions they have refunded a whole month or whatever the period of time that they have failed to deliver. Just ask!

  • Pumpkin_rrr on 20/02/2015 - 12:19
    +2

    Not sure if this suits your circumstance, just my two cents:
    I love Live Chat with Telstra. Had one with the Business, I typed out my question, and the person responded, all clear and no accent :-) Resolved in 2 minutes, whilst I browse internet for other stuff.

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