Thanks for your feedback, comments, and advice, much appreciated.
I thought that I would provide an update, since then I did raise a Telstra complaint which was pointless and then I escalated to TIO (Telecommunication Industry Ombudsman), that then when back to Telstra and here is some of the responses, again what a total waste of time.
You were concerned with your Telstra Prepaid service.
We acknowledge that your recent experience with Telstra has been less than satisfactory, and we regret the time and effort exerted whilst you have pursued an outcome to your complaint. Telstra recognises this is important to you and we hope this communication conveys the importance for Telstra to get this right for our customers when possible.
My Response: Correct!
Upon investigation, your last recharge on 15 September 2023 shows was
about to expire on 13 October 2023 at 11:59PM AEST. An SMS notification
was sent to your mobile 0419xxxxxx on 12 October 2023 08:23 AM AEST.
We found the 1st attempt of $35 Prepaid recharge on 13 October 2023 10:02
PM, and we acknowledge the issue encountered for the1st recharge failed
hence, a refund of $35 automatically process on 13 October 2023 11:09PM.
My Response: Correct
Another recharge of $35 was successfully processed on 14 October 2023
My Response: Correct
We apologise as the recent transaction caused the remaining data not to roll
over and expire. Hence, we are offering to apply 240GB data which will be
good for 12 months.
My Response: How is this really better than the previous offer of 200GB of
data that will expire in 24 months.
As previously indicated, there are 3 issues that I detailed.
1: False information provided and so rollover expired
2: Theft of service, full 28 days is meant to be provided.
3: Error on platform, so rollover expired.
These issues are the responsibility of Telstra, and the onus to reinstate back to the prior rollover levels is on Telstra.
Providing a token amount of data is wrong, and having an expiry is even more wrong.
If successful recharges are done, rollover occurs with accumulation of services, no expiry!! The only expiry is if recharge is purposely not done, then all is lost. So, providing an offer with an expiry is wrong.
Issue 1: On 7th Jan 2023, expiry was indicated as 02 Jul 2023. Note: Rollover data was meant to be 180GB (that was lost).
edit: text and image edited to remove phone number - @PhilT
Typical Data usage: less and 1GB per 28-day service.
As of today, my data usage for my current recharge is 0.1GB (of 15G) with 4 more days left.
As previously indicated, the appropriate data level is 180GB + 11*14GB = 334GB, not 240GB.
Also, as part of your offer you have only referred to data, what about the other features that
rollover, such as international minutes.
Why is this not included?
Should be reinstating to what was lost (all), not just a single component only.
Please be advise that we are unable to override any expiration dates as it
always follow the last recharge and we send notification 24 hours prior of the
expiration. We best recommend to recharge 24hrs prior of the expiry to avoid
losing any roll over data.
My Response: I followed this method which resulted with issue 2 that I have reported, by doing the recharge a day earlier than expiry, results in the theft of a day of service. This is so wrong!!
In line with the Price Increase, We’re increasing our prices due to a range of
factors including keeping up with changing customer needs, growing business
costs and continuing to invest in delivering our network and services. We’re not
removing unlimited calls and texts on 28-day plans.
My Response: This is corporate greed, especially now with the high cost of living and rate rises. The proof of the greed will be obvious when Telstra next reports profits, I expect Telstra to have high profits without incurring extra costs. So, the price increase is unjustified.
We apologise as we do not offer any discount or credits on the new Prepaid
plan however, you may downgrade to a $12 prepaid charge still with unlimited
calls and SMS however, it will only have 3GB of data.
My Response: How is this a plan better, this is 12GB data @ $48 for the
equivalent 28-day service, compared to 15GB @$35. This is a pointless substitute plan.