Telstra Chat
Info
at 20:48, Sep 18:
You’re now chatting with Codi – Telstra’s Virtual Assistant.
Info
at 20:48, Sep 18:
Please ask a question below.
Codi - Virtual Assistant
at 20:48, Sep 18:
Hi, I'm Codi - Telstra's Virtual Assistant.
Codi - Virtual Assistant
at 20:48, Sep 18:
In a short sentence, let me know how I can help you today.
You
at 20:51, Sep 18:
my bill increased by 18% without warning, then i realized you've over charged me $10 each month for the last year
Codi - Virtual Assistant
at 20:51, Sep 18:
Are you currently on the nbn™?
Codi - Virtual Assistant
at 20:51, Sep 18:
Yes
No
You
at 20:51, Sep 18:
No
Codi - Virtual Assistant
at 20:51, Sep 18:
If you've received your latest bill and it doesn't seem right, I can help you with an explanation.
Have you recently upgraded or added a plan to your bill, or cancelled a service?
Codi - Virtual Assistant
at 20:51, Sep 18:
Upgrade or New Plan
Cancelled Service
Something Else
You
at 20:52, Sep 18:
Bill number 1372534085
Codi - Virtual Assistant
at 20:52, Sep 18:
Would you like a hand to request a payment extension, report a payment, reconnect your service or dispute a charge?
Codi - Virtual Assistant
at 20:52, Sep 18:
Payment Extension
Report Payment
Reconnect Service
Dispute Charge
Something Else
You
at 20:52, Sep 18:
Dispute Charge
Codi - Virtual Assistant
at 20:52, Sep 18:
If you've received your latest bill and it doesn't seem right, I can help you with an explanation.
Have you recently upgraded or added a plan to your bill, or cancelled a service?
Codi - Virtual Assistant
at 20:52, Sep 18:
Upgrade or New Plan
Cancelled Service
Something Else
You
at 20:53, Sep 18:
have not changed a thing
Codi - Virtual Assistant
at 20:53, Sep 18:
Let me get you through to someone who can help with this.
Codi - Virtual Assistant
at 20:53, Sep 18:
So I can transfer you, please provide your name.
You
at 20:53, Sep 18:
Rasmus Fiedler
Codi - Virtual Assistant
at 20:53, Sep 18:
Thanks. I’ll transfer you now.
Info
at 20:53, Sep 18:
Please wait while your chat is transferred to the appropriate group.
Info
at 20:53, Sep 18:
You are now chatting with Afreen.
Afreen
at 20:53, Sep 18:
Hi
Rasmus Fiedler
at 20:53, Sep 18:
hi
Afreen
at 20:53, Sep 18:
Welcome to Telstra chat!
Rasmus Fiedler
at 20:54, Sep 18:
Welcome to Rasmus chat
Afreen
at 20:54, Sep 18:
How may I assist you today?
Rasmus Fiedler
at 20:55, Sep 18:
one year ago I was promised a charge of $70 each month now I find out you have been deducting 79.95 each month
Rasmus Fiedler
at 20:56, Sep 18:
and suddenly its gone up to $94.14
Rasmus Fiedler
at 20:56, Sep 18:
Account 2000 4/////
Afreen
at 20:57, Sep 18:
No worries, I will check for you.
Afreen
at 20:57, Sep 18:
Could you please confirm your first and last name,date of birth along with your mobile/account number?
Rasmus Fiedler
at 20:57, Sep 18:
Rasmus fiedler ///////Account 2000 /////////
Afreen
at 20:57, Sep 18:
Thank you for the information. Please bear with me while I pull up your account.
Rasmus Fiedler
at 20:59, Sep 18:
you are welcome to go through my call log
Afreen
at 20:59, Sep 18:
Let me connect you dedicated team who will help you further.
Info
at 20:59, Sep 18:
Please wait while your chat is transferred to the appropriate group.
Info
at 20:59, Sep 18:
You are now chatting with Odessa.
Odessa
at 20:59, Sep 18:
Hi, good evening.
Odessa
at 20:59, Sep 18:
I can see you're enquiring about your bill, right?
Rasmus Fiedler
at 20:59, Sep 18:
true
Odessa
at 21:00, Sep 18:
I'll just pull up the account. \
Rasmus Fiedler
at 21:02, Sep 18:
tnx
Odessa
at 21:04, Sep 18:
I’ve sent a verification code on your mobile kindly confirm the code please?
Rasmus Fiedler
at 21:05, Sep 18:
on my GSM dongle?
Odessa
at 21:06, Sep 18:
On your mobile device.
Rasmus Fiedler
at 21:06, Sep 18:
0490184603
Rasmus Fiedler
at 21:06, Sep 18:
thats my mobile
Odessa
at 21:07, Sep 18:
Okay we can no longer send the code to other device, if you did not received the code, may I just have your drivers license number?
Rasmus Fiedler
at 21:08, Sep 18:
one moment
Odessa
at 21:09, Sep 18:
Sure.
Rasmus Fiedler
at 21:09, Sep 18:
//////////
Odessa
at 21:09, Sep 18:
Thanks.
Odessa
at 21:09, Sep 18:
Let me just check.
Odessa
at 21:14, Sep 18:
Upon checking, your original plan is $99.95. Your previous bill is only $79.95 because of the $20 monthly discount. but the discount is already expired so your currene monthly fee is now $99.95. You only have a discount beause of your contract but since the contract has already ended the discount will also be removed.
Odessa
at 21:14, Sep 18:
Let me check if I can offer you a better plan.
Odessa
at 21:21, Sep 18:
Do you need the unlimited data allowance every month?
Rasmus Fiedler
at 21:21, Sep 18:
you conned me into telstra plan by promising me to be moved from one exchange 5 km away to one there was 1 km away in 3 weeks. so I ended my naked ADSL 60 dollar plan with TPG. 5 months later it ends with not only hadn't you moved me to a better exchange for faster speed but I had to reconnect my phone line to get naked ADSL and I wouldn't get anything out of it. so you offered me to hook on to cable for $10 extra
Rasmus Fiedler
at 21:21, Sep 18:
ie 70 dollars
Rasmus Fiedler
at 21:23, Sep 18:
please get my house on to Mooroolbark exchange from Croydon as promised
Rasmus Fiedler
at 21:23, Sep 18:
or I will take this to ombudsman.
Odessa
at 21:25, Sep 18:
Okaylet me just check.
Odessa
at 21:30, Sep 18:
Just to confirm, you want to transfer the exchange to mooroolbark from croydon, right?
Rasmus Fiedler
at 21:32, Sep 18:
that's right. and you reconnect me at no charge
Rasmus Fiedler
at 21:34, Sep 18:
the phone line so I can get naked ADSL2 to Mooroolbark exchange
Odessa
at 21:35, Sep 18:
Okay I'll just raise a compliant for this and you'll receive a call from our resolution team within 24 hours.
Odessa
at 21:35, Sep 18:
Is that okay with you?
Rasmus Fiedler
at 21:35, Sep 18:
ok
Rasmus Fiedler
at 21:36, Sep 18:
Also could you provide me with previous recordings of conversations for the case
Odessa
at 21:37, Sep 18:
Is it via phone or chat? We cannot provide a copy of the chat transcript. I can just give you a reference number.
Rasmus Fiedler
at 21:38, Sep 18:
please do
Odessa
at 21:41, Sep 18:
Thank you for waiting. I'll be with you in just a moment.
Odessa
at 21:45, Sep 18:
Are you able to confirm the date of your previous conversation?
Rasmus Fiedler
at 21:46, Sep 18:
wouldn't it be referenced under my account
Odessa
at 21:48, Sep 18:
Is it via phone or chat as I can't seem to retrive the notes for the previous conversation
Rasmus Fiedler
at 21:48, Sep 18:
got one here 1/907602690553
Rasmus Fiedler
at 21:49, Sep 18:
another here 1/525185235225
Odessa
at 21:50, Sep 18:
Okay you can just on those reference number for the previous conversation and your new complaints reference number is SR 1-1682571423573. You'll receive a call from our resolution team within 24 hours.