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16 posts


# 14909 26-Jul-2007 11:13
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Time for an update for all who have been interested and all those who may find themselves in the same ugly situation.

We took Jeff up on his kind offer and my partner made contact with him following his post.

We were contacted by another member of Telstra who offered to make enquiries and try to sort out the problem with the
'missing modem'. Sure enough, within a very short time, the missing modem was located and confirmed as being safely in
Telstras hands. We were assured that we would no longer be charged with its
replacement cost or be threatened with debt collectors for its value.

All good on that issue, but the story did not stop there. The Telstra staff
member making contact with us reminded us that we still owed them for the amount
outstanding for the line rental, and that they would still be proceeding with
debt collection for that amount.
AGAIN it was explained that we do not and can not have telephone line service
with Telstra here, and that we dispute this charge as well.
AGAIN it was pointed out that we have repeatedly tried to find an answer to the
dispute via letters and website forms but have been ignored so cannot make any
AGAIN it was explained that we had been quoted a one off charge of $19 to
reactivate our number pending number porting to our new Telecom service.

No matter, it seemed. The charge stood. However, the advice was that the
confusion had arisen from Telecoms very long delays in providing us with service
at our new address, and that WE should approach Telecom to get THEM to pay for
the outstanding Telstra
rental charges! We were in a state of disbeleif! Here we were stuck between two
major Telco's, who will no doubt be encountering these sorts of exchanges on a
regular basis in the future, (with the advent of number porting), and we were
being told to go negotiate between the two and advance our own cash in the interim.

We took a couple of days out of the loop to ponder the advice, rang Telecom and
surprisingly, they were not well pleased to be asked to cover the amount. Back
to Telstra, relay the response and get told  that the response was not surprising
and that she ( the Customer service rep) would reverse the charges. Just like that!
Done, gone, forgotten.

We asked for written confirmation that we do not owe
Telstra anything, and were told that we would receive an account showing the
credit for the modem, but an outstanding line rental charge. We are to ignore
that as another account will follow at a later date showing us to be in credit -
oops with no charges outstanding.The Cust Services reps interesting comment, not

At this point we are still waiting for the first account promised and will not
rest easy until we see the second, with a nil balance. Then and only then will
we consider this saga to be at an end.

We do have some lingering thoughts and some considerable feelings of anger and
frustration to manage in the meantime though.

No body at any time has been able or prepared to tell us WHY this happened. No
one can tell us how and why a modem removed and receipted by Telstras staff or
contractors can become 'lost' and require a customer to provide the tracking
information needed to find it. Why could Telstra not contact the contractor and
get that receipt number from him - they must have a job number and would
certainly would have been charged for him to go to our address to disconnect and
recover. Why did that not happen?

Why were we quoted a one off charge to have our number reactivated, so that it
did not get reallocated, and then get charged for an active line?

Why were our letters and site forms not answered or even acknowledged as having
been received?

Why were we questioned and told that we must have sent our correspondence to the
wrong places, when they all went to the addresses indicated by Telstra?

What happens to all the unfortunate ex customers who loose their receipts on a
busy and probably highly disorganised day, when in the middle of a shift?
All those who are too intimidated by threats of debt collectors and have no
option but to pay, even though they KNOW the charges are not valid?
All those who get their attempts to contact Telstra and sort the problem out
ignored as ours were?
All those who do not have the good fortune to make contact with someone like
Jeff who is in a position to push things along and be the catalyst for getting
things sorted?
What happens to those who do not know about places like Geekzone, or who are too
timid to go to the Commerce Commission, or Notgoodenough or Fair Go. Those who do
not come to realise like we did, that they are only one of many being treated
the same way?

Jeff, if you are still about, we understand that you did not wish to carry on
your personal involvement, following the comment in your last email. We are not
sure why, since little but giving you our requested details was passed between us.
However, you did undertake to personally 'thoroughly investigate why this has
occured and has dragged on for so long.' If you are willing, we would really
like to hear some of the findings of your investigation.

It may fill in the time as we wait for our nil balance account to arrive.

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600 posts

Ultimate Geek


  # 79761 26-Jul-2007 12:13
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Awesome, mirrors my experiences with TCL customer support.

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