gregmcc:kawaii:quickymart: Your account query should be handled by someone who deals with accounts, not faults. Like I said - there were more than enough faults to deal with (when I was there anyway) without adding billing/accounts inquiries onto the pile.
Having said that, the experience of Telstra Clear customer services at that time was really bad, their turnover was extremely high and they didn't ever really seem to have enough people answering the phones there. And that was just dealing with ex-Clear and ex-Telstra Saturn products. Add on all the Vodafone stuff now and I can't imagine working at Customer Services is much fun - I wouldn't ever want to work there again, nor would I wish it on anyone.
No disrespect to the TCL/Vodafone people on here - I'm sure you're all doing the best you can given the resources you have available to you.
But I'm not talking about faults - the fact that I get put through to accounts but that person only does accounts for mobile phones so then I'm shunted over to accounts for broadband only be told that I need to go to the accounts specifically for cable broadband in Wellington. Yes, keep the fault fixers over there and the accounting over there but if I have an account query, regardless of whether it is mobile, cable, adsl, vdsl or courier pigeon then anyone in accounts should be able to handle it.
Here is why there are different people who deal with accounts for mobile, broadband, or cable.
Way back when VF entered the country and brought the Bellsouth mobile network, so for a while all they had was mobile, So they then brought the Ihug internet provider and eventually dropped the name Ihug and rebranded it under Vodafone.
After a while they then brought the Telstra/Clear network. All well and good, they have a nice big mobile network, a nice big telco network and now a nice cable TV network, but what they don't have is a common billing platform.
This is why customers get passed around when there is a problem, be it a technical or billing.
It's a right royal PITA for customers, multiple bills to pay, different accounts to pay in to and different people to talk to when things go wrong.
Even so you'd think at this stage there would be a migration strategy - a new system where all new customers are signed up on that, then existing customers for renewal are migrated across then gradually bit-by-bit you migrate the existing customers to the point that everyone is migrated over within a couple of years. When I worked for an ISP in Aussie the company had bought around a dozen smaller players and did that migration strategy and by the time I finished working there everyone had moved to the new email server and billing system with no stress or fuss involved.