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38 posts

Geek
+1 received by user: 3


Topic # 101482 2-May-2012 19:50 Send private message

Hi

I am posting here cause I cant talk to any one at telstraclear. Was on hold then they told me that my call can't be connected due to "over loading" and I need to call back. Then when I call back and what do you know, now they are close.

I just got a bill for over $600. 

Let me tell you what happened. 
I was on the TelstraClear Cable network with a T-box. We moved home about 3 weeks ago and TelstraClear could not give me cable at my new location. This is where my mess began.

First I was struggling to get my account moved and find out what my options are. Then when someone decided to call me back, they told me that I can go on the $75 ADSL special that TelstraClear offers. (Note that she did not tell me that I will only get half of the special, no wifi modem and no 2 months free as stated in the add).

A few days later I got a wire adsl modem. No confirmation on my username or password. After calling them again to find out what is going on the guy in Asia told me I need to talk to someone else and so on. Finally I got a username and password.

After the weekend I called them cause I was told I have to call on Monday if I had any questions. I called on Monday and then I was told that I agreed to the modem and that I will not get the 2 months free.  I am sure that I agree to go on the package that was advertised on TV and was not told that I will not get the wifi modem or the 2 months free. 

So the lady threatened me that they will bring the call up and listen to the call. I agreed and told her she should go and do that. I asked her how long this will take and she told me someone will come back to me in a week.

This is now 2 weeks later. No one called

I just got my first bill. Like I said $600.

I got $399 for early termination fee on the T-Box.
$70 for the modem(Is the Wire modem not Free)
$100 for Broadband connection fee
$60 for Reconnection Fee

I was not told about any of these charges which MUST be advised at the time of switching service/location! 

What am I to do with this? Do I call them again and stay on hold for hours just to be disconnected.

Telstraclear has not made anything easy in my move and I would not be recommending anyone else to join if this is the service they offer!

C

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16338 posts

Uber Geek
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Vodafone NZ

  Reply # 618564 2-May-2012 20:09 Send private message

The $399 fee looks correct you decided to move away from the cable area and still must of been under contract term for the T Box service.

2 months free is for new customers and you are an existing customer

reconnection fee looks correct if you moved address not sure about the $100 connection fee







38 posts

Geek
+1 received by user: 3


  Reply # 618570 2-May-2012 20:22 Send private message

Hi

I can clearly remember asking the lady if there was any ETF on the T-Box and she said if I don't take the ADSL package then yes there would be a fee. However if I continue to be a customer then no ETF would be charged. This is the only reason I stayed with Telestraclear as I could get cheaper and better packages with another ISP. So in this case moving wasn't the issue as they could still provide me a service, but the move has been a factor in what has eventuated from here.

Whenever you move, you expect to be advised of ALL charges, no matter how insignificant and this must be agreed to, that is your verbal contract. If you join a power co or other utility this is exactly what is explained so I feel I have been mislead from the first call about the move.

c



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Uber Geek
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Vodafone NZ

  Reply # 618572 2-May-2012 20:27 Send private message

Sounds like you need the recording of that phone call then




566 posts

Ultimate Geek
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TelstraClear

  Reply # 618614 2-May-2012 21:35 Send private message

Hi Fastie. If you email me (the email button in the bar above this message) your account number, name and contact details (phone numbers) I will ask one of the team to look into this for you.

Thanks, Gary

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Uber Geek
+1 received by user: 1331

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Vodafone NZ

  Reply # 618619 2-May-2012 21:47 Send private message

I am sure Gary will have you out :)






38 posts

Geek
+1 received by user: 3


  Reply # 618673 3-May-2012 06:00 Send private message

Hi Gary


Thanks, I just send you my details.

I was thinking about this tonight, would I be able to request a copy of the phone call?

I should be in my right to do so?

C



38 posts

Geek
+1 received by user: 3


  Reply # 620760 7-May-2012 08:04 Send private message

Hi

Just an update
Thanks to Gary TelstraClear has adjusted my bill.
All sorted for now.
C


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Uber Geek
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Subscriber

  Reply # 620806 7-May-2012 09:36 Send private message

Glad it worked out for you. We see yet again that making things public is the only way to get a fair deal from Telstra Clear.




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38 posts

Geek
+1 received by user: 3


  Reply # 620812 7-May-2012 09:42 Send private message

Hi

That is true
The amount of time I spend on hold was becoming a joke

C

1 post

Wannabe Geek


  Reply # 621776 8-May-2012 17:13 Send private message

I started querying incorrect charges to my account back in July last year and was promised a copy of the phone call recording where they said I entered a new 24 month contract with them rather than just moving house. 

I still haven't received the recording and don't expect to as I know what I said. 

After being on hold for a total of at least two full days since July and speaking to and being transferred around many very unhelpful Filipino call centre staff, I emailed their head of customer services yesterday, and while not totally happy, have received some credits today and seem to be on the way to getting this resolved finally. 

I will not be dealing with call centre drones any longer; probably a slightly redundant comment as I no longer have any of my services with them. 

Also, beware, if you have had a direct debit with them and cancel their authorisation to use it, they take no notice and continue to try to extract your money from your bank account, so ensure you let your bank know as well that they no longer have the authority.

566 posts

Ultimate Geek
+1 received by user: 2

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TelstraClear

  Reply # 622123 9-May-2012 11:07 Send private message

If anyone has any problems, please let me know and I'll try and help.

Gary

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