Monday, June 23, 2008

The Telstra Story: Part 9

OK, so I receive a letter from Telstra (dated 7/4/08) from Jai. You remember Jai? She was the lovely lady at Telstra who helped me out last time and made the "goodwill gesture" on Telstra's behalf.

Now, by this stage I have already gone to the Telecommunications Industry Ombudsman (TIO) and detailed my complaint. They not only wanted details about the current problem (the $1,800 charge) but also the historical problems. So I gave them copies of all the correspondence.

The lovely Jai in the meantime has sent me a letter informing me that they've received the letter I sent them dated 25/2, but that as per their correspondence dated 4/9/07, the matter is closed.

For those not keeping up:

Unable to distinguish between a historical problem and a new one, the newly minted High Priestess of Muppeteering has decided simply that as they've "dealt' with one matter, they've dealt with them all (that'd be nice!). Now had she bothered to actually, I don't know, umm, frikkin' read the new documentation I'd sent her, she would have instantly realized that this is a completely new issue. No such luck.

So as action had already been taken with the TIO, I didn't respond to this letter. It did say however, that if I was unhappy I could got to the TIO or the Office of the Federal Privacy Commissioner and (although it didn't specifically state as much, I'm sure it was meant) I could go and penetrate my ass with a rather large, blunt object.

As appealing as that last option is, I've already taken the TIO option, but thanks.


Tracking back a little now, I've sent all the info to the TIO, they've logged the complaint, written up a letter detailing my complaint (which is approved by me for accuracy) to be sent to Telstra and we await their response. They've got four weeks to respond or the TIO escalates the issue. The letter is very impartial and states that a claim has been made to the TIO and they've heard one side of the story. They want to hear Telstra's side before forming a view.

As it does, time passes and Telstra sleeps. The TIO contacts me again several weeks later to ask if I've heard from Telstra. "Not a thing," I respond. So, the TIO escalate the issue.

This time the same letter goes out with some additions. Not only does the TIO now want answers to Telstra's conduct regarding the historical issues I had (which were "resolved") they also now ask for answers to very specific questions about the case, as opposed to a general response. Telstra have to (among other things):

1) Detail why they recommended a change of plan (twice) that resulted in bills going up. Provide full system notes and voice recordings.
2) Provide all records of customer complaints and responses regarding billing disputes since late 2006.
3) Provide copies of all responses to written complaints from the customer.
4) Provide an explanation as to why late fees were applied to bills that were in dispute.

They also ask Telstra to confirm that they have complied with the ACIF Code and to supply the information confirming same. They also note that as part of the investigation now, regardless of the outcome with the customer, the TIO requires confirmation that the Code has been complied with.

They give Telstra another four week to reply. Stick around, we'll see what happens...

Tuesday, June 17, 2008

The Telstra Story: Part 8

Long time, no update. Sorry. Let's press on.

So, after sending the fax to Telstra Specialised Recoveries I called them an hour or so later to make sure they got it. I was told that as all faxes go to a central server, they would not get the fax for review until the end of the day. I should call back tomorrow if I wanted to check, but the number I'd sent it to was the right one.


The next day, I get a call from Myra. She's ringing to find out when I'm going to pay the outstanding amounts. I ask her if she's received the fax that I sent yesterday? She says she has no record of it. I told her that I specifically called up yesterday to get the fax number to respond to, recited it back to her and told her that I'd sent it through.

She responded by telling me that I had to send the fax through to another number. I explained that I had done this yesterday and that if she wanted to get a hold of the fax, she could chase the relevant department for a copy. "I can't do that," was the response.

I told her that I had responded to Specialised Recoveries via fax on a fax number given to me by them and that I had made my position clear. It was up to her whether she wanted to chase the other department, but that I would not be resending the fax. I also informed her that in my fax I had said that if Telstra issued a default in any manner that would affect my credit rating, I would take immediate legal action. Again, I said she had all the information she needed and she could either chase it up or not.

I said goodbye and hung up. This was on the 25/2/08.

On the 27/2/08 I called Telstra Specialised Recoveries to make sure they got the fax. I spoke to a lady who told me that they have no record of a fax and the notes they have say that Myra tried to give me a fax number, but that I refused to take it!!!

No doubt you can guess my response. But just in case...

I fucking' well flipped! I retold her the discussion I'd had with Myra and said that it was a disgrace that she had plainly lied in the notes. She interrupted me and said that she'd go see if they had the fax.

Lo and Behold, they had it! Problem solved, the other department will get back to me...

I asked her to amend the note regrading the fax and the garbage story Myra had put in there. She told me that this was unnecessary for 2 reasons. Both are bullshit reasons, but the 2nd is an absolute kicker.

The first was that they now had the fax. Aaah, big frikkin' deal. I want a note made that your staff member lied.

Secondly... Well, this was an absolute beauty, and I quote: "We can see you have a good history with us." You dirty, lying, maggot ridden whore! How, with the history that you dear reader can see in this blog is it possible that Telstra can have the view that I have a good history with them?

It's impossible!

These people just lie through their teeth to cover up there incompetence, that of their colleagues and that of their piss poor systems. Absolutely incredible.

I'll look to give another update shortly.