Forum Thermomix
Welcoming Center, Management and General Chat => Chit Chat => Topic started by: courton on May 22, 2013, 02:46:25 am
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As part of a Telstra bundle which I had chosen nearly a month ago, I was supposed to get a 500 megabit SIM card. This did not appear after nearly a month. Rang Telstra this morning who said the order had not been processed fully but anyway they could not send the SIM unless I provided driver's licence number, date of expiry (!), date of birth and Medicare number. When I protested loudly, the customer service Manager blamed Aust Post and StarTrack for insisting on these requirements. When I told the guy no courier company checks the medicare card (!) and the expiry date on the driver's licence and it was a gross invasion of privacy which could be misused, he was not that concerned.
Yet further on in the conversation, Telstra (by this time customer service supervisor) insisted customers need to provide a 100 point ID for any telecommunication product including a ... SIM card.... none which was mentioned to me when I put in the original order. When I wanted to speak to his supervisor, he said Telstra's policy was only to give the first name and no contact details - so effectively I cannot complain to anyone senior to him!
So, in effect, the buck stops with this odious supervisor. Unbelievable.
I plan to call my friend who used to work with Telstra to see who I can complain about non-customer service.
SO THINK CAREFULLY BEFORE YOU GIVE ALL YOUR PERSONAL DETAILS TO TELSTRA - ALL FOR A SIM CARD!
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Courton, I purchased a SIM a few months ago from telstra and while I'm sure I didn't need to give that much information I was surprised that only i could sign for the SIM when it was delivered which given I work and just had the SIM delivered to home not realising DH couldn't sign for it,resulted in me having to go to the post office and show my license for identification.
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I was quite willing to show my licence card rather than giving it over the phone and pick up from telstra shop and / or post office but I was told they could not do this. WHY Medicare card?!!!!!
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You only need to show your drivers license, he is wrong.
I have 5 mobiles now, and that is all they need. :)
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You may have to lodge complaint to the Ombudsman Courton.
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Good idea McMich. Just about to send an email to the Telstra Ombudman.
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When I bought a SIM card for my iIPAd I had only to show my drivers licence.
Don't get me started about Telstra. After the last , nay, ongoing problem, which is entirely Telstra's acknowledged problem, I negotiated a big discount on my monthly bill plus a credit on my bill.
Keep phoning and a good trick is to get them to phone you back to discuss it as there is NO WAITING . Also ask them for a follow up letter. Really pi##es them off.
Gert
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The ombudsmen is a good idea. Several years ago DD had a major drama with Telstra and she took it too them. She ended up having the problem solved, ( it was their fault) a $200 credit and a letter of apology.
Good luck.
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Well I have just written to the Ombudsman...so we shall wait and see.
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If it is any consolation, Virgin is about the same if you want to open a mobile account with them - they stopped short of asking me when I last used the 'conveniences' but they wanted to know just about everything else about me!
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You can't go straight to the ombudsman - first you need to raise the issue with Telstra. Only after that fails can you go to the ombudsman
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I have written to the Telstra Ombudsman.
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I hope that you get some joy from this. That's ridiculous that you would have to give so much private information - and over the phone.
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Yes, if you get no satisfaction you then move to the telecommunications ombudsman. It takes a while but can be worth it. Thanks Kyton.
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Courton, I have it on good authority that when you have this sort of ridiculous situation with telstra, you should ask for the persons name and telstra employee number.
i had someone, probably a scam, ring and say they were from telstra, and that i had a bug in my computer. he also wanted a lot of info. i refused as i didn't like the sound of what was being asked.
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He would only give me his first name and after a lot of "discussion" his ID number. Who knows if it is genuine.
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You would think that this is enough to get him the sack.
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Telstra will give you the Name and ID number, and which call centre they are in.
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Well, you are not going to believe it but it looks like my rude telstra person was trying to establish me as a new customer seeking a 100 point Id (even though I have been with Telstra since the dark ages) since he was wanting to get $$$ commission from the "new" sale. The taped conversation is being investigated as we speak....
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It was good you pursued it, courton!! Well done!! :)
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Woohoo Courton
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A win!
Gert
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good on you for 'playing up'. I am all in favor of this. There are times when it pays to be nice, and times when they deserve S ***. Thanks for the feed back.
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Good for you Courton. It's nice to see a positive result and that they are investigating shonky dealings.
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Good on you, Courton :)
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Sounds like he is going to be in trouble, did he really think he could get away with it!
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Yay success,well done courton ;D
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Good for you Courton, ;D
Marie
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What is interesting is that as I suspected, he gave me a false ID number, would not put me through to his supervisor, gave me incorrect info etc...the only reason it was picked so quickly was because I was recounting this to a honest Telstra guy who immediately set up the links for further investigation.
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WoW :o
Wonder how many times this has actually been successful?
All that info if given, could have been dangerous in the wrong persons hands....you hear of personal details being sold...just makes us all the more nervous!
kudos Courton for your sixth sense 8)
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I'm so glad this in now being investigated and I do hope they reprimand and dismiss this individual and perhaps legal action persued.
There is always a place to go for further complaints. First ask to go to Dispute Resolution and from there let them know you will be going to the Telecommunications Industry Ombudsman. Any time an ombudsman has to get involved in complaint resolution will result in a cost to the Telecommunications company. They will want to avoid this as it costs them win lose or draw and a lot more than fixing the problem in the first place.
Jadey