The Telstra Billing Fiasco, Chapter 2: “I don’t have access to that system.”

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.

The erroneous charge

Time for another chat session with Telstra. This time Martin was able to help me. Here’s a transcript:

Telstra Transcript with Martin

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:

Graeme's Telstra tweets

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.

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