Greetings. Merry Non-Denominational Holiday Period and Happy New Year to you all.
I previously blogged about moving my Telstra personal telephone account to an $80 Business Performance Handset Plan.
Since that time I have good news, and of course I have bad news.
The good news is that Mack came through with the goods. There was indeed a credit on my next phone bill for the disputed amount. Sadly that’s all the good news.
The bad news is that the same thing has happened again. This time a charge of $11.92 appeared for “Mobile WAP/Internet Sessions” on an account with 2.5 GB of included data, which wasn’t exceeded.
Time for another chat session with Telstra. This time Martin was able to help me. Here’s a transcript:
This is akin to a problem reported by Tech Talk Radio’s Graeme Callaghan in November. Customer service staff often don’t have access to systems they need, so they can properly support customers:
Why is this always so difficult? Telco customers have experienced these difficulties since the beginning of time; unfortunately these types of billing issues are all too common. An extra $11.92 isn’t going to break the bank, but why should I (anyone) be paying for a failing, flailing billing system which is anecdotally, at best, coughing up blood?
Stay tuned for Chapter 3.
