Telstra Rep on Chat Threatened

LShaunf on 18/10/2019 - 14:26
Last edited 18/10/2019 - 14:39 by 1 other user

After 15 years with Telstra, I moved on to another provider and I had a chat with a Telstra rep to check if the disconnection process was initiated or if I had to initiate.

The rep got annoyed and soon threatened me, before I could take a screen shot or copy the content of the chat it ended abruptly.

I raised a complaint with Telstra and I got a call back. I explained to the lady and she said she was sorry and she would like to close the ticket??? I asked for the transcript, she denied and cut the call

Is there anything I can do now? She did acknowledge that rep was out of line.

Shaun

Mobile

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Comments

  • CalmLemons on 19/10/2019 - 20:32

    brah just leave it alone.

    typical overzealous employee. from another perspective it is good to see someone caring so much about the 'expertise' in his occupation.

    no point kicking up a fuss over someone with an evident personality disorder.

  • marquise on 19/10/2019 - 21:02

    This is exactly how I threaten Telstra reps. "Be aware! You have my details."

  • WhyAmICommenting on 19/10/2019 - 21:44
    +1

    Is a Freedom of information claim on your records a thing?

  • HumbleCat on 19/10/2019 - 22:34
    +1

    When chat ends, you get the opportunity to rate the service and to send a transcript to yourself if you want. Unless you closed the webpage immediately as well, I don't see this happening

    • Sage on 20/10/2019 - 10:19

      Yeah, exactly.

    • outlander on 20/10/2019 - 13:19
      +2

      How many times have you used online chat? This has happened to me many times. So much so that I started copying the chats every few minutes into a notepad.

      Evidentially, reps have a way to trigger an immediate close of the window someway, and they use that to their advantage.

      And in any case, the fact that the other rep refused to give a copy of the chat points to it being dodgy. Like running away from a police officer: Even if you were innocent of the crime before, by trying to hide you make yourself guilty. Same principle.

  • PAPower on 20/10/2019 - 14:03
    +1

    TIO way you go.

  • imahapyboy on 20/10/2019 - 15:31
    -2

    any evidence??? or it's your 1 side story? I love their customer service for sure, always willing to help

  • bohn on 20/10/2019 - 19:26

    Years ago I once had a rep try to cancel my phone number. I called about something and had a bit of an argument with them, can't remember what exactly, but it was nothing to do with disconnecting the service. I called back after hanging up from them as I forgot to bring up another issue that I wanted raised, and the person said that number has just been scheduled to be disconnected or something along those lines. Dirty dogs.

  • Skramit on 20/10/2019 - 19:36
    +2

    Yes lodge a CEO complaint form.

    https://service.telstra.com.au/customer/general/forms/contac…

    • Shaunf on 21/10/2019 - 19:12

      Thank you

  • HX925 on 20/10/2019 - 22:16

    They have to provide the transcript if you ask them, same as a call recording.

    • Skramit on 21/10/2019 - 08:22

      I went through a debacle with Telstra earlier this year where they kept re-contracting me without permission after I'd contacted their live chat for other things.

      The long story boiled down to them saying I asked to be re-contracted (which I didn't). I had copies of the transcripts from the times I contacted them but they insisted they had a transcript where I asked to be re-contracted (lol). Their live chat and phone complaints team were refusing to send me transcripts to prove I asked to be recontracted as "they're encrypted" which I said is BS (simply because no such transcript exists) and escalated to the CEO complaints team who essentially apologised and in some spinny non-incriminating fancy word-speak indicated some dodgy behavior of their call centre. But eventually the CEO complaints team corrected everything for me, un-contracted all my plans and gave me huge discounts.

      Their offshore live chat & phone call teams are dodgey AF. They lie and cover each others arse, even the complaints teams.

  • Junnyjun on 21/10/2019 - 05:48

    My transcript saves on the 24/7 app

  • webtonmoy on 21/10/2019 - 07:52

    Wow, I think you have a right to obtain the chat transcript. Whether you believe that person have threatened you is entirely your judgement, and you may follow several ways to move forward as suggested here.

    In my personal opinion, no one should feel threatened for lodging an issue with a service provider, however bad their day may be… these kind of behaviour should have consequences.

  • minotaurian on 21/10/2019 - 13:53

    I think there 2 sides to the story, what type of rep would threaten for no reason. I see no incentive…. Unless they are retention team or the rep has poor English then that makes sense.

    I understand OP is sad… But things like this happen all the time. Telsta ain't taking your money anymore so you have nothing to gain by perusing this further. Big companies won't stop using offshore services.

    And that phrase I hear all the time via phone from telcos… It sounds fine in person as you can tell from the tone. Prob sounds more serious in text.

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