Dealing with Telstra (or not)

I have been dealing with telstra for 40 years and this is the first time I have entered into a contract I should have just purchased the bloody phone on ebay, but always in hindsight - too late now.

I signed up to a 2 year contract - $49 capped plan - FREE handset.

I received a bill on Friday for the amount of $823.00 - I nearly fainted.

No problem I thought I will contract telstra billing and set it all right.
Phone 132200

Finally after voice activated software could not help me I was connected to a young woman with an american accent located in the philippines.

I was then advised that she could not assist me with my problem.

But I stated you are telstra billing "Yes that is correct she said" and I have a problem with my bill. I have the receipt and a copy of the contract from the telstra shop stating the phone was a subsided handset foc (free of charge), surley you can access my account online and see the details of the transaction from the telstra shop. "I can see no such transaction on your account" but I have been billed for the handset so the transaction must be noted on my account.
"I am sorry you will have to call the telstra shop and get them to try and resolve you problem" I was advised.
Please help me understand I requested you are an employee of telstra "No my company is a contractor" OK so you are contracted by telstra Australia to help customers with billing enquiries and you do not have access to the records that you require to assist me with my problem. "Yes that is correct" was the reply.

My thoughts now were why does our biggest Australian owned telecommunications company (reflecting on the rip of shares sold to mums and dads of australia) contract to an overseas company to carry out work they cannot perform to any sort of Australian standard to satisfy customers inquires?

I digress ->

The telstra receipt I held in my hand had the suburb of the shop but no phone contact? The call centre in the philippines was able to give me the telephone number.
10:17am
I rang the Telstra Shop got the manager after the above story was related by me, I was told that they had nothing to do with billing, this business was a retail outlet! But the manager took all the details and was to telephone me back that afternoon.

4:00pm
I telephone the telstra shop again and a recorded message saying "for telstra billing inquiries please phone 125111" and other choices or leave a message - which I did.

Next day 11:19am NO REPLY.



This is a vent of my frustration which I am sure all Australians have experienced dealing with our telco.