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52 posts

Master Geek
+1 received by user: 16


Topic # 111118 24-Oct-2012 19:28 Send private message

Two years ago I got a TelstraClear mobile connection that was free for two years (basically an enticement so they lock you into broadband for two years). A month before the 2 years was up I got a call from TelstraClear asking if I wanted to sign up for another two year contract to keep on getting it for free but I asked for it to be cancelled instead.

It wasn't cancelled when I received this months bill so I called up to have it cancelled. When I finally got through the lady wasn't able to help as it had to be handled by the disconnections team. There was over an hour wait for this so she put in a callback request so I would be contacted within 2 days. After 5 days of no one contacting me I called up again, got told again that disconnections was busy, and that the callback request would be upgraded to urgent and that someone would definitely contact me within 24 hours. Predictably, no one gave me a call.

Is there any reliable way to cancel part of a TelstraClear service without having to wait for 30 mins on hold just to put in a callback request that doesn't actually happen?  I miss the days when you called up TelstraClear, you got a person in NZ, and they sorted things out reliably and quickly!

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566 posts

Ultimate Geek
+1 received by user: 2

Trusted
TelstraClear

  Reply # 706123 25-Oct-2012 09:51 Send private message

Hi all, thanks for the compliment, but please remember that if you haven't tried gettings things sorted through the online form, email or call centre first then I'm not able to help. Please try the proper channels first as they do work. We have many hundreds of calls and emails every day and almost all are sorted out quick smart.

Occasionally things don't go as they should and that's where me and our social media team can help out. We also provide feedback to the appropriate team managers so that they can get to the bottom of what went wrong. That's why we need specific details about your issue.

Zenourn, sounds like you haven't got the service that you should have. Please PM me with your account number and a contact phone number and I'll ask one of the team to call you and get this sorted.

Jon, thanks for the feedback on the online form - can you please let me know what the irrelevant questions are and how you're getting to 50 pages?

Cheers, Gary

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