[TelstraClear] TelstraClear business customer service fail

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maorry

19 posts

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#57149 4-Feb-2010 09:28

We have an outstanding overcharging issue which we first notified TC about six months ago. The amount of the credit they issued was incorrect and over 2 months ago I started trying to get this fixed. Despite repeated attempts contacting TC via the business support line and many promises that this would be escalated and someone would contact me back no one has.

My most recent attempt was yesterday and once again I was assured that my case was escalated to someone "more senior" than previously and I would be contacted. At the time I insisted that someone contact me that day. As with every other time no one contacted me. This is beyond a joke - over two months and repeated promises that someone would contact me I'm still waiting. The call-centre staff are making promises that the business support staff are not honouring.

Our "reasonable-sized" telecommunicaions services contract is due for re-negotiation as it expires at the end of next month however with this pathetic level of customer service it is very doubtful that TC will be offered an invitation to bid.

If the TC forum wishes to contact me directly please see your internal reference T4054139.

xpd

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#295956 4-Feb-2010 09:36

You should have an account manager who looks after you if the account is for a business. We do, any issues the standard CSR's cant help with, we ring him and he gets it sorted.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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fab

155 posts

Master Geek

#295959 4-Feb-2010 09:48

Ok this isn't totally related, but when I came to the place where I am contracting now, I kept noticing a TC invoice each month. Once I had time I investigated it.

Long story short it seems when this company moved buildings, TC was asked to install two lines. They were terminated on the frame and never used...for ten years!! Yes, a bill every month for two lines, for ten years.

I'm the first to admit there is no fault here at TC but you would think after ten years of not a single call in or out that they might say, "Hey you guys have not used these lines for the past 5 years..." etc.

Ok maybe they don't have systems in place to do this ,but what annoyed me with TC was when I went to cancel the lines - I explained what had happened and they said fine we will cancel but there is a 3-month wait before we can do this. Incredible...

xpd

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#295989 4-Feb-2010 11:16

Yeah we had similar issues.... paying for lines etc that havent been used for 2+ years.
Still coming across them tho, and now some on Telecom....

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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maorry

19 posts

Geek

#295993 4-Feb-2010 11:36

We did have an account manager but cancelled all TC services two years ago when we started our current contract with another supplier. Despite a written letter giving sufficient notice to discontinue all existing services as per the agreement in place at that time and two follow-up phones to ensure that it would be done - some were not discontinued.

Unfortunately we are not completely blameless as our accounts people continued to pay TC accounts without getting those payments authorised properly and it wasn't until last year when one of them was on leave that an account ended up on my desk for authorisation. Imagine my suprise and dismay!

I immediately contacted TC and asked that they stop those charges IMMEDIATELY and issue a credit for the overcharges. It took an extra month but they stopped charging but only issued a credit for 2/3rds of the overcharges. 6/7 months later and I'm still waiting to get my first phone call back from someone.

This is a monumental failure on their part and does influence how I feel about TC and when I talk with other people I know on the subject of telecommunications costs I bring this up as a warning if they are considering TC.

maorry

19 posts

Geek

#296112 4-Feb-2010 16:05

I have finally been contacted by a customer support person this afternoon so hopefully we can resolve this issue.

ariosto

46 posts

Geek

#299466 16-Feb-2010 11:57

maorry, did this get sorted for you? If not PM me and I'll see if I can talk to the right people.

maorry

19 posts

Geek

#300073 18-Feb-2010 11:02

Thankfully the case was referred to someone in the Auckland office who dealt with the issue quickly and we are now waiting for a refund. Its a pity it took so long for someone to pick up the case because it was sorted within 24 hours.

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insane

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#302631 27-Feb-2010 00:40

Well if you think the business support is bad, try residential.. Took me several weeks to get a $50 credit from them and in the end they managed to made it a debit *sigh*. After it was eventually sorted out I took my line back to Telecom.

On a positive note, I used to have to occasionally deal with their Premium team for work related stuff and they are a lot more responsive and our corporate account manager is on top of things. But I guess that is expected when you're paying well in excess of 50K + per month :|

Interestingly enough we too just found out that we have been paying for no less than 500 DDI's that we're not using and never have... hardly their fault but only 'found' them when working through a separate fault.