[TelstraClear] Anyone else had TelstraClear lose your bill payment?

Forums › One NZ (including Farmside) › [TelstraClear] Anyone else had TelstraClear lose your bill payment?

heapsort

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#111922 19-Nov-2012 19:50

I paid our October bill in full on time by internet banking as usual, and it is still lost in their system. Having recently switched to Kiwibank it was our first payment made from the new bank account, but we triple-checked the code/particulars/reference are what they should be. TCL insists the amount was never paid and is overdue. With the November bill due in a few days I'm not confident that won't get lost as well.

Of the three phone conversations with people at TelstraClear in the past two weeks, I've had three different answers. First time, I was told it was sorted. Sadly, no. Second time, I was told I should call back in a week. Third time, I was promised I would be called - nothing yet.

We are also moving house in a few weeks, and were planning to stay with same ISP primarily for convenience. We've been with TCL for a decade, most of that on In Home cable and the new house is also in an area where it is available - but this bill hassle is giving us second thoughts. At least we haven't been disconnected yet.

gregmcc

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#719701 19-Nov-2012 19:54

The best bet is pay a visit to your bank, as them for a print out of the transaction confirming it was paid, deliver that to TelstraClear

heapsort

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#719714 19-Nov-2012 20:09

Yep, will visit bank if I have to, but first want to give TCL a day or two to make good on the assurance I would be called back.

quickymart

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#719800 19-Nov-2012 22:20

Don't wait around for them, I doubt they will call. It's been two weeks already and this still isn't resolved (or two days waiting for a callback). I would be proactive and go to them with the proof of payment instead of waiting for a callback that's never going to happen.

curlynz

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#719856 20-Nov-2012 00:07

This was my previous experience http://www.geekzone.co.nz/forums.asp?forumId=44&topicId=79951. I had a missing payment nearly two years ago and it was a real mission to get it reversed, they always denied that it had been paid even when I had given them evidence from the bank.

I did manage to finally get it sorted over a couple of months and plenty of phone calls. Get put through to the credit services department, don't have to go through everything everytime and they are(were) locals so was easier to explain what had happened etc. They eventually took the evidence I gave them from the bank but I think it was more that I continued to hound them.

With a credit card payment you have so many days that you can get it reversed due to certain reasons such as this. I was too late to be able to take advantage of this unfortunately might have made life so much easier. Try emailing online.marketing@telstraclear.co.nz, they offered to help me also when it happened. The more points of contact the more of a chance something will get done.

Good luck, if you do deal with the credit services dept make sure you get the name of the person you are speaking to. Its a smaller dept so a lot easier to be able to continue to deal with the same person next time you call. I did have the number to direct dial the dept too, I think it may be on the website.

heapsort

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#719870 20-Nov-2012 05:56

Thanks for the responses. Will pop out to nearest bank today for something printed that shows where the money ended up, call the credit services number and see if I can get this one settled.

TelstraClear

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#719954 20-Nov-2012 09:54

Hi everyone. If you have a billing problem that you're having trouble with, you can PM me with your account number, a contact number and the details of the problem and I'll ask one of the team to look into this for you.

Cheers, Gary

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heapsort

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#719982 20-Nov-2012 10:58

Thanks for the offer, Gary. I think I just got my issue sorted by phone, called the credit services number and person was very helpful although the echo of my own voice on the line was terrible.

The information in the KiwiBank internet banking page for setting up TelstraClear as a saved payee (instructions of what to put in each of the Particulars, Code and Reference fields) doesn't match what the TCL rep told me on the phone call, so I think that may be the problem. Fingers crossed that missing payment will be located and the November payment will go through without a hitch.

TelstraClear

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#720000 20-Nov-2012 11:29

heapsort: Thanks for the offer, Gary. I think I just got my issue sorted by phone, called the credit services number and person was very helpful although the echo of my own voice on the line was terrible.

The information in the KiwiBank internet banking page for setting up TelstraClear as a saved payee (instructions of what to put in each of the Particulars, Code and Reference fields) doesn't match what the TCL rep told me on the phone call, so I think that may be the problem. Fingers crossed that missing payment will be located and the November payment will go through without a hitch.

Glad it's sorted - let me know if it isn't and I'll chase it up for you. I'll also pass on the info about Kiwibank.

Cheers, Gary

MaxLV

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#725862 2-Dec-2012 19:47

heapsort: Thanks for the offer, Gary. I think I just got my issue sorted by phone, called the credit services number and person was very helpful although the echo of my own voice on the line was terrible.

The information in the Kiwi Bank internet banking page for setting up Telstra Clear as a saved payee (instructions of what to put in each of the Particulars, Code and Reference fields) doesn't match what the TCL rep told me on the phone call, so I think that may be the problem. Fingers crossed that missing payment will be located and the November payment will go through without a hitch.

I know it's a bit late, but....

Your first step should have been:

You should have got your bank to trace the transaction, and give you the results of the trace, which will mean your bank contacts Telstra Clear's bank and both banks confirm the transaction was successfully processed by both banks, where it came from, (your bank account) and where it's gone, (Telstra Clears Bank account).

Then you could have asked your bank to send a confirmation to Telstra Clear that the payment had been made on the date, for $$, went to their bank account, with the reference details.
Then it's up to Telstra Clears billing department to sort it out with their bank and credit the payment to your account.

A question you may want to ask your bank and Telstra Clear's billing departmental if the reference details were wrong and they didn't know who the payment was from, why wasn't the payment returned to your bank account as an unpayed bill with the reason why. The payment should have come back to you within 48 hours if Telstra Clear couldn't match the payment to a customer. Either Telstra Clear's account dept aren't checking daily for 'orphan' payments or their bank isn't.