tag:blogger.com,1999:blog-5771568920136356035.post3237551851929222328..comments2023-04-29T01:02:09.939+10:00Comments on Telstra/Bigpond follies: jonjayrayhttp://www.blogger.com/profile/13363092874281160320noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-5771568920136356035.post-76866895965855992282016-01-13T14:16:26.664+11:002016-01-13T14:16:26.664+11:001800 814 242 is not a general enquiry number, it i...1800 814 242 is not a general enquiry number, it is the number to reach the team of complaint case managers that deal with TIO complaints. (This team also sometimes deals with complaints that have been escalated to them internally).Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-5771568920136356035.post-46883150123577985132008-07-17T18:18:00.000+10:002008-07-17T18:18:00.000+10:00OMG I've just had almost the exact same situation!...OMG I've just had almost the exact same situation! And I think I possibly even spoke to the exact same person - he called himself "Matt" when he called me last Thursday, maybe he was feeling a little less formal that day? As with your experience, I'd also referred my complaint to the TIO after spending more than 4½ hours on eight separate phone calls to Telstra about the same matter — all I wanted to do was change the name on my phone account! I then re-escalated to the TIO after the 10 business days that Telstra had to get back to me expired with nary a word from them. About a week later, I got this call from "Matt". I was standing in a queue at my local Council chambers at the time, so to say I was unprepared for the call is an understatement! Like you, my call was also very short and within moments I had him agreeing to every dollar of compensation I'd asked for — and like you I wondered why this couldn't have been addressed weeks beforehand. Again like yourself, I wasn't filled with misplaced optimism, though my cause for concern was more around the fact that he didn't even have the details of my complaint right! When I corrected him he said "oh yeah, OK, someone must've written it down wrong"... oh dear. So he gave me the same 1800 number and told me he'd investigate and be back in touch. So God knows when my Telstra saga will end, but a week later I've certainly heard nothing back from "Matt". I guess his investigation is proving trickier than he thought...or maybe that higher than expected call volume has kept him on the phone to misinterpret other people's complaints :)md3474https://www.blogger.com/profile/10390442858909795726noreply@blogger.com