My Telstra 4+

App didn’t let me recharge my prepaid number and I really freaked out. (It kept showing an error and wouldn’t let me proceed).

I also failed trying to sign up for an account - the verification mails wouldn’t come.

I luckily managed to recharge on the website.

Hi there, sorry to hear that the app is not working as expected. We can look into this for you. If you have already tried reinstalling the app, and logging out and back in, please get in touch with our team via tel.st/MyTfeedback We will look into this for you. Thanks, Han

I’ve got a bill query (have been over charged) but can’t talk to anyone. All phone recordings send me to an App that takes me around in circles. Two days of trying to get help. In frustration I decided to cancel my service altogether and go to another company but still can’t talk to anyone, just tapping away at an App with it’s irrelevant options.
So I contacted ‘help’ to find out how to get help and they too struggled with finding a way to achieve the level of customer support I need.
Customer dissatisfaction ++++and rising.
Sometimes person-to-person contact is the only way. When most companies are setting up their workforce to work from home what are you doing Telstra? Hiding behind an App that doesn’t meet everyone’s needs. Zero stars from me.

Hello, sorry to hear you're having a problem with the app. So we can assist, please provide us with some details via tel.st/MyTfeedback -My Telstra team

Alternatively, if you would like someone to call you (as yes, agree in your instance that might be best to talk to someone) perhaps you'd prefer to log a complaint and request a call back. Please find the page to be able to request that here:

https://say.telstra.com.au/customer/general/forms/Email-Complaint

Thank you again for contacting us.

I don’t have strong enough thumbs to describe how painful it was to try and get a refund for a SIM that never arrived. If you don’t have a Telstra number you basically don’t exist. But it didn’t get much better once I got one. 26 phone calls later and after managing to get an agent only twice, I turned to the app to get a refund. Another hour or so later I got refunded - but as a credit of course. You’d think you would be able to apply a credit that appears in your account to the top up of your phone, right? Not a chance. Followed the “help” from the agent via the app. Nothing worked. He had to apply it himself. Now I still have $10 sitting on the account and wondering if it’s worth it to try and get them to do it again. Last month I tried and gave up after 30mins of waiting for a response beyond platitudes about an agent will be right with you. This is exactly how not to do customer service. Which I wouldn’t need if the app worked as it should.

Hi there, sorry to hear that you had some difficulties with getting your credit. There is a form we can submit to refund any credits on your account back to your credit card or bank account. So that our team can help, can you please send us a message in the app. Head to the ‘Get help’ tab in the app and select the messaging icon on the bottom right corner. Thanks, Han