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Telecommunications Telstra finally waives dead man’s phone cancellation fee
Telecommunications Telstra finally waives dead man’s phone cancellation fee | Telstra finally waives dead man’s phone cancellation fee |
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| Telecommunications - News | |
| by Alex Zaharov-Reutt | |
| Wednesday, 12 November 2008 | |
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Page 3 of 3 Paul Snedden continues:“It really felt like that was all they needed to do to make me happy. At no time did they offer to contact my mother to apologise, which is what annoys me more than anything else. Like I said, they have no regard for their customers. Featured Whitepaper
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Paul also advised that the story would appear on the Thursday 13th edition (tomorrow) of Today Tonight, with the media attention potentially uncovering similar cases that Telstra will have to, perhaps finally, deal with. iTWire sought comment from Telstra spokesperson Martin Barr, who said: “In relation to the story that appeared in today's Daily Telegraph, we contacted the customer last Friday, after we had been advised of the situation on Thursday evening and ensured that all accounts in his late Father's name have been zero balanced and any debts have been recalled. “We have apologised for the inconvenience caused to his family.” As Paul noted, one can only hope that no other Telstra (or any telecommunications company) customers are suffering a similar fate, or have suffered one in the past, and that Telstra will urgently investigate its internal communications and record keeping systems to ensure that such events never happen again, and if they do, don’t take 3 years and media attention to resolve. Given that Telstra is undergoing its “transformation”, which includes (among other things) its IT and customer relations infrastructure, can there be any doubt that a new tickbox of “make sure we don’t harass families of the dead through inadequate record keeping and internal communications” has been added to the list of things the transformation must also achieve, without fail? Also, if Paul’s mother, Mrs Snedden, hasn’t heard from Telstra personally as Paul claims, then a written apology could well be a very good idea. |
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