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.

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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...

The Telstra Story: Part 7

Hey Again,

So I find myself in a situation where no amount of calling, writing, faxing anything is helping me resolve my outstanding issues.


To: Complaints Department
Fax: 1800 642 425
From: XXX XXXXX Date: 25/2/08
Re: Account Number XXX XXXX XXX
Pages: 17
CC:


Dear Sir/Madam,

As per my discussion with one of your staff earlier today, I have been asked to send a copy of all documentation to you in this matter.

Flabbergasted by the fact that I would be asked to do this again, though told my original complaint was dealt with by a different department, I got a fax number from your staff member and duly set about putting this all together. I then realized that it’s exactly the same fax that I’ve already sent all this documentation to in the past.

Naturally, hopes are high!!!

After receiving a call from Specialised Recoveries today in which they were chasing payment, I originally assumed that it was in response to a fax I sent to them earlier in the day. I was told this was not the case and that I should send my fax to another number. Understandably, after actually taking the time from my busy schedule earlier in the day to contact Specialised Recoveries just to specifically get their fax number to address this issue, I was flummoxed that I was being told I had to resend it “to the right area”. I declined and told the lovely Myra that she could contact the right dept. and get it herself. She said she could not do that, to which I replied that my position has been made clear in my fax. She could either get hold of it or not.

I have now logged a complaint with the TIO. The reference number is XXXXXXXX.

The Ombudsman put me onto a Telstra Complaints area (which I was told it was unlikely I’d already dealt with this area) and after being hung up on not twice but three times due to the volume of calls, I was told that I would need to resend all my documentation.

Please find the following documentation:

25/2/08: Fax to Specialised Recoveries
5/11/07: Fax to Telstra Complaints
8/10/07: Fax to Telstra Complaints
24/7/07: Fax to Telstra Complaints
23/7/07: Email to contactus@online.telstra.com.au

I was told by the nice chap on the phone that part of the claim for funds is for early contract termination. Read the documentation and then come back to me with a straight face and tell me that I owe Telstra funds for early termination. Look at the history of all this documentation and tell me that Telstra has dealt with this appropriately.

It is safe to say, that I am at my wits end. I’ve had enough of this. Look how many frikkin’ pages are on this fax. 17!!! Granted, I can go on, but you people bring it out of me. You’re killing me. Literally! You are bloody well killing me. I now have a “Telstra” Folder on my computer just to keep track of all this documentation, so that when the next person I speak to tries to give me a different version of events, I can call them on it!

Sort out your crap. I’m not interested in your bullshit anymore. You have wasted too much of my time.

Organize yourselves, review the docs, conduct your reviews, review the reviews, review the conduct of those that originally did the reviews and those that reviewed the reviewers, take a pause and then review again. Consult your consultants, get the consultants to review the whole review process, the reviewers, themselves and get your facts straight. Get all your department heads to sign off on a version of events and then get back to me.

I’m not resending anything, you’ve got it all.

Regards,
XXX XXXXX

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Now, since this letter I have had some contact from Telstra Complaints (which forms part of the basis for next weeks amusing installment), but also again from Telstra Recoveries.

It appear that this is far from over.

Regards,
FTC

The Telstra Story: Part 6

Hey Again,

So the last letter about not having services to disconnect fell on deaf ears. We received another standard reminder notice (shortly before Christmas '07) saying that our services would be disconnected unless we paid (at this stage, we had not services for them to disconnect). This came right around the time we welcomed a new baby into the world, so suffice to say, it slipped through the cracks and I did not respond.

So mid to late February '08, we received a letter from Telstra Specialised Recoveries, telling us that if we didn't pay them, they would report us to a credit agency and take legal action. Not fucking happy, Jan!

Oh, and did I mention that what they thought we owed them was approx $1,850??? The eagle eyed among you will be thinking back, but to refresh the newcomers.

Basically, for this number to be accurate, in a four week (slightly less) period, we would have had to rack up $1,600 for a bill that's usually no more than about $250 per month.

So, I called Specialised Recoveries, quoted my account number and asked for a fax that I could respond to. The helpful chap gave me a number, I hung up the phone and sent through my fax.

About an hour after sending it through I called them to check if they'd received it. I was told that it was a central fax line and that they would probably not get it until the end of the day, but that it should be fine. If I really wanted to, I could ring the next day to confirm.

No prob... Or so I thought.

Below is the fax I sent them.



To: Specialsed Recoveries
Fax: 03 9600-3476
From: XXX XXXXX
Date: 25-2-08
Re: Account Number XXX XXXX XXX
Pages: 1
CC:

To Whom it may concern,

I am writing to you in regards to recent documentation received about account number XXX XXXX XXX

I note that it is a final demand for the payment of a debt Telstra believe is owed to them. I categorically deny that Telstra is owed any funds. To the contrary, it is I who am owed funds by Telstra.

Please review all correspondence on this matter before contacting me again. These are faxes sent to Telstra dated:

23rd July, 2007
8th October, 2007
5th November, 2007

Should this matter be falsely or incorrectly referred to any credit reporting agency by Telstra, I will immediately report your behavior to the Ombudsman and go to the media.

The manner in which Telstra has handled itself on this issue is an absolute disgrace!

While I will require a confirmation of any discussions with you in writing, I am happy to take a call from you once you have familiarized yourself with the history of the file. I can be contacted on XXXX XXX XXX.

However, unless you have familiarized yourself with all the documentation, don’t bother contacting me. I have already had enough of my time wasted.

Yours Sincerely,
XXX XXXXX


Next week I'll give you some more info on what else happened on this fateful day. My blood was boiling to say the least and it's what finally tipped me over the edge (well, I was over already, but you get my drift)

Cheers,
FTC