On December 18 last year I lodged a complaint with the Telecommunications Ombudsman.
Yesterday I had a call from the Complaints Department of Telstra. Thankfully this time I did not get the “nothing will change” member of staff! I was called by a very nice man!
I won’t go through the whole lengthy conversation, but I will mention a couple of interesting points.
First time around the story, looking at my records, he ALSO said no, they are bogus calls, not Telstra calls, etc etc.
Then he mentioned Telstra having called me on December 24th and another date. Ummmm no. Oh! Further investigation revealed those dates were “record created” dates and it is taking about 10 days for the records to show up. The “created” date of the call record was December 24th, the actual call date (interaction date) was many days earlier.
He also agreed the system shouldn’t have been chasing me anyway! He understood my concerns about the nature of the calls and the fact I got three different answers from three different phone calls to Telstra trying to resolve the issue.
He has undertaken to raise my concerns through the internal review system and also follow up why the interaction records take so long to update in the system. Clearly that is why the young lady I spoke to on the Saturday knew nothing about the calls and also advised me they were bogus.
A good result, which highlighted some awful systems problems within Telstra! This experience does illustrate if the answers don’t sound right – keep trying!
- Purportedly Telstra calls: scam or not? (teamoyeniyi.com)