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Originally Posted by nrb

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Sorry I don't have his name now but I guess that he has gone on to greater things?? and someone else is in that job.
The long and the short of this is DON'T STOP going for your rights.
Good luck

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Originally Posted by Grumpy John

This situation with Telstra has been going on for over 6 weeks now. I have tried many times to get it settled, both over the phone and making 2 trips to the Packenham Business Office to deal with the sales manager in person. Each time I came away more confused than when I started. I eventually lodged an official complaint with the TIO on the 20th. July. The TIO advised me that Telstra had 10 working days to respond, they responded within 24 hours. I was given a case number and a contact along with a direct landline number to avoid the automated exchange. If Telstra was serious about customer relations this is the first thing they would have done.

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There is nothing more certain than from the top down to a certain level in any large organization there is complete knowledge about how complaints are to be dealt with. There will be a manual to follow and responsibility will be apportioned if the official program is not followed.
There will be a committee of people who wrote that program...what we see is that program being followed. We don't like it, because it is designed to make it difficult to get satisfaction, and for us to loose the motivation to run up the chain of the complaints ladder.
I know enough folk in the corporate world to understand how that works. They are not failures of the system, they are how it was designed to work.
The fact is that if a person has spent too much time in a position where their job is to deflect, and they start to accept responsibility, they will be reprimanded and moved to another position.
I hate this...it goes against everything I have tried to do in my 38 years of service to the public as a self employed business person.

Regards,
Peter

If you want to adopt nrb's tactics, which seem pretty effective, grab the telco's latest annual report, which will have their registered address and the names of the board and senior management. That should give you some clues as to where to send your registered letter. I'd start with the CEO.

Damn idiots at Telstra sent me an overdue demand today. I was told last week the overdues would be taken care of and I would be getting a credit. They're just giving me more ammo to shoot them down with.

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Originally Posted by Grumpy John

Damn idiots at Telstra sent me an overdue demand today. I was told last week the overdues would be taken care of and I would be getting a credit. They're just giving me more ammo to shoot them down with.

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You are not the only one, after months of argument over my late farther in law's account we arived at a figure we agreed on, $3.60 CR we then got the bill for $3.60 CR and thought that was it, as they can not pay out, only credit the account and that no longer existed, then we got the bill for $15 late payment fee less the $3.60 CR.
How the hell can one be billed for non payment of a credit?
I can't help wondering if it had been handled by some busy lawyer's firm, if some junior clerk would just have paid all the bills as they were presented and they would have scored and his heirs would have had a fat lawyer's bill on top as well.
Regards

There must be a market in selling Telstra dolls for folk to put pins in.

Just been outback again, and you should hear the complaints from country folk. There's little or no competition; they're over a barrell.

Good luck with your prob GJ.

Telstra's 10 days to find a resolution expired today so I contacted the TIO and they've tightened the screws and escalated things a bit more. They were dumfounded that Telstra couldn't/wouldn't give me a copy of the telephone conversation that is, in effect, our contract. My wife is a bit nervous, she is worried that they may stated the terms they are claiming and she just agreed, a bit like reading the contract. I've told her not to worry, as I'm sure if the tapes were in their favour we would have heard by now.

A couple of funny Telstra stories from the distant past.

When my Grandfather passed away Telstra rang my Dad to get Pa's phone bill paid. Pa died a pauper so Dad had great delight in asking how they were going to manage to get money from someone who had no estate. They never rang back.

Remember when we used to have pips on STD calls? Telstra decided to make our phone calls into the next area "community calls" and take the pips away but we would still be paying by the minute. I had a business in town and I arced up over the whole thing and got nowhere. I managed to get a phone number of a manager and everyone who came into my office was asked to ring him and have their two bob's worth. It took 48 hours before he surrendered and assured us the pips would stay on.

A few years ago we recieved an account from Telstra for $00.00,I ignored it as I didnt think anyone could be that stupid,but apparently they are,as one month later we recieved an overdue account for $00.00.
I rang them and had a frank exchange of views,the nice young lady initially said that the account was in fact overdue, and then must have seen the amount as I heard a distinct "OH".
She said it must be a computer error and that I should ignore the bill.

David.

I just finished a spreadsheet of all the disputed charges with Telstra since we went on to a "more cost effective plan". Since 1st. March this year we are disputing a total of $857.98.
I have been paying all the disputed charges as I don't want to give Telstra any ammo at all. I would like to hit them for time spent on the phone and traveling into the CBD and trips to the local Telstra Business Office, but I'm not sure what the procedure is. I should have kept records of the time spent and K's traveled.

GJ, make a bit of a guess as to dates and times, add approx km's and charge them. They can only say no.

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Originally Posted by NCArcher

GJ, make a bit of a guess as to dates and times, add approx km's and charge them. They can only say no.

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Wholeheartedly agree with you on that one Tony. As long as it is within reason I'd be very surprised if Telstra rejected such a claim. My son has also done battle with Telstra (I think he gets it from his mum :rolleyes: ) and on at least one occasion they have wiped his bill and given him credit of many hundreds of dollars to compensate for their stuff up.

Regards
Paul