Amit Chawla DotNet: All and Sundry

Here’s a letter I wrote to one of the Telstra Consultants after nearly six months of calling the 1800 number.

Hello Mary (Name Changed),

I am an ex-customer of Telstra (or at least I am hoping to be one). Here is my story in chronological order:

1. I moved house in November 2010

2. Telstra could not connect all my services in the new dwelling, therefore, I cancelled all my services with Telstra

3. I had a Telstra T-Box subscription along with other services

4. The T-Box was not cancelled, so I started receiving a monthly repayment bill for the T-Box

5. I called Telstra to cancel the T-Box. Telstra cancelled the service and sent me a pre-paid Satchel to return the equipment

6. Packed up Telstra’s T-Box equipment in the pre-paid Satchel that Telstra sent me and posted it via Australia Post

The problem however is that I keep receiving the T-Box repayment bill every month. As a result of that, I now have to follow this ritual every month:

a. Receive the bill from Telstra

b. Call them to fix the problem

c. Billing department takes the call - They listen to my entire story above 1. to 6.

d. Billing department transfers me to T-Box sales - They listen to my entire story above 1. to 6.

e. T-Box sales department transfers me to T-Box Technical Support - They listen to my entire story above 1. to 6.

e. T-Box Technical Support transfers me back to God-knows-where - They listen to my entire story above 1. to 6.

f. Every person who listens to my story empathises with me and some of them even reassure that everything will be fine

g. I hang up after being told that the things will be fine from the next billing cycle

However, in the dreadful first week of the month, I again receive a bill from Telstra, with more charges, in a more threatening tone. I need to put an end to this. Please help me Mary. You are the only consultant from Telstra who:

1. Had the sensitivity to listen to my problem patiently

2. Warm transferred the call to the T-Box department

3. Made an effort to understand the predicament of the T-Box people

4. Promised to get back to me to sort things out

5. Gave me your email address, so I could reach you

Here is my account number: 2xxx 1xxxx 0xxx. I really hope this account number seizes to exist one day. 

This time I am really hoping that all my Telstra woes will be sorted out and I will not dread the ‘T’ word any more, especially at the beginning of the month.

Regards

Amit Chawla

Phone: 0404 xxx xxx

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