A rare insight to why Telstra Bills are Horrific

[Claudekrowe]

The following thread from whirlpool gives an insight of an employee (or past employee) account of the hap hazard Back of Office systems that both generate Bills and help Customer service troubleshoot customers bills

http://forums.whirlpool.net.au/forum-re ... 1760211#r1

Have a read of anyuser posts! This bit is most eye raising ...

"So we established that Telstra has two versions of the same bill, with different numbers on them.

People on the receiving and most operator monkeys won't even know or begin to imagine how this actually works – yes across the entire chart of systems in place your bill probably gets mirrored on at least 2 or 3 of them and even more in some shape or form. Guess what – Forget you even read that because it is entirely irrelevant.

What you are describing there is the first 10 digit account number which is your legacy account number, and then the 13 digit number starting with 200xxxxxxxxxx which is your Siebel account number (Well.....it's not truly originating from siebel itself, but we'll just say it's Siebel for arguments sake – it gets pulled from another system to avoid cloning / misrepresentation of accounts...)

You shouldn't even really know about this – and the truth is – Telstra really should send letters out to people that have just "migrated" to notify them that they have a new account number.... but they haven't set this up as it would cause around an extra million phone calls to centres that just can't hack that kind of flow"

[Telstra Monopoly]

[Claudekrowe]

Yet another business customer of Telstras Scam T-Life Stores, sold low 1Gb data plan for laptop mobile tethering, gets bill line item of some $191 added to first month and wow $339 line item for 2nd sim enabled service! Indian call centre could not really help him, it is really SCANDALOUS what they are getting away with!

http://forums.whirlpool.net.au/forum-re ... ?t=1764369
The title caught my keen eye Telstra Continually OVERCHARGING!

[Telstra Monopoly]

No matter how many ways we keep trying to keep Telstra honest, they seem to find new ways to rip the Australian public off.

[Claudekrowe]

And even though many long suffering customers complain about their archaic and ineffective "real time" billing they can send the three top dogs (Thodey, Stanhope & Ballantyne) ALL EXPENSES PAID around the country spruiking the NBN deal.

How much will this junket cost the shareholder!

What a joke!

[Claudekrowe]

Five months goes by, Tel$tra get this poor persons bill wrong five months in a row! The poor unfortunate (putting their utmost trust in big T) set up a bank direct debit and did not check their account for a while. Was not what was agreed to with salesperson - STRANGE THAT!

Here is post;
http://forums.whirlpool.net.au/forum-re ... 1884587#r1

[Telstra Monopoly]

when I closed my mobile account with telstra, I got an over $900 bill

thank god for the TIO

[Claudekrowe]

It is around the end of our Telstra Billing Quarter, so log on to Online Billing

NO SURPRISES to Report that when trying to get a simple Bill History page up, we get;

SORRY - Your request could not be completed. There may be a temporary problem, or part of the system may be unavailable due to regular maintenance. Alternatively please feel free to contact us.

This is absolute bollocks Telstra ... if I was to click on the contact us link, I would probably get told that there was a high volume of enquiries now and to CALL BACK LATER

Telstra this continual gamit of sending customers in circles is just so frustrating and demeaning to the importance of the customer enquiry.

No matter how many fancy Spin words and dirty corporate dollars you throw at it the same eventuality results - YOU JUST DON'T KNOW HOW TO DO CUSTOMER SERVICE

[Telstra Monopoly]

No matter how many fancy Spin words and dirty corporate dollars you throw at it the same eventuality results - YOU JUST DON'T KNOW HOW TO DO CUSTOMER SERVICE

[Claudekrowe]

Another poor unfortunate wounded in the Billing Battle!

Read the story of woe HORROR TELSTRA BILLING etc here;
http://forums.whirlpool.net.au/forum-re ... ?t=1930128