Telstra 'stole' My Boost Mobile Service - Has This Happened to Anyone Else?

Pineapples on 23/11/2020 - 21:49

Few days ago, got an email from Telstra thanking me for signing up to their $115/month postpaid service. Strange part is that it was for my Boost Mobile (2nd phone, on a long expiry prepaid with Boost - main phone account is with Telstra prepaid).

I definitely didn't ask for this. Can confirm its not a hoax - it's all coming up in my Telstra account. Haven't been charged for it yet. Still works (at least for inbound calls - it's just set to redirect)

Telstra support are being unhelpful - can only get through on the app's chat function to someone who promised to fix it, then just closed the case.

Has this happened to anyone else? Any ideas on what to do? If they charge me, I'll be going to the ombudsman. Thanks!!

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Comments

  • omguleh on 23/11/2020 - 21:52
    +5

    Keep logs of every time to connect with live chat and what was said. You have to tell them if it’s not fixed by a set date (gotta be reasonable) then you will go to the TIO, then you will be able to finally speak with someone.

    • Pineapples on 24/11/2020 - 07:03

      I've lodged a complaint with Telstra first (can't even get anyone to reply to my messages now on the app). When I did this for my nbn account it got fixed eventually. Fingers crossed!

  • pjetson on 23/11/2020 - 23:05
    +2

    You need to ask Telstra for a reference number to give to the TIO. You should also contact Belong and ask them why your account has been handed over to Telstra. Tell them that you did not authorise a transfer. Tell them you are going to lodge a complaint with the TIO and get a reference number from them too. Then, actually lodge a complaint with the TIO.

    • Pineapples on 24/11/2020 - 07:01

      I've tried contacting Boost, but just get a message saying they're unable to provide any customer service due to COVID

      • pjetson on 24/11/2020 - 07:20

        Then say that in your complaint to the TIO.

  • realfancyman on 24/11/2020 - 00:17

    Telstra store should be more helpful hopefully

    • Pineapples on 24/11/2020 - 07:01

      Local store is useless unfortunately. Drove three towns over - hour and a half - when I wanted to buy a phone to get a decent store

  • Unorthodox on 24/11/2020 - 09:04
    +1

    First contact should be Boost and understanding the details of the port request. I'm guessing Boost hadn't adopted the extra security measures that were required by the gov to prevent people porting your number without your confirmation?

    Next, go to Telstra and bring your ID and ask them to explain the account activity and flag it as potential fraud, this week immediately escalate the issue and they should be able to investigate and ensure it isn't used maliciously.
    I'd suggest going to one of the major flagship stores that have an ops team on hand. (Can't see your state but if it's a major CBD store or centre then that'll work).

  • Candour on 24/11/2020 - 10:22

    complain to the tio asap. telstra shd come back soon.

  • Associated87percent @ Telstra on 24/11/2020 - 11:35
    +3

    pm me your mobile number, I’ll look into it

  • Pineapples on 27/11/2020 - 18:44

    Got in touch with Telstra Internal Complaints who reversed the change and credited a years recharge to my Boost account (not that she was very friendly about it). Promised a response in ten business days on how it happened. Put in a complaint to the TIO earlier this week but never heard back from them.

    Thanks for the help everyone! Will update on what Telstra comes back with on how it happened (doubt that they will though)

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