Telstra's Tales.

I swapped to Optus for my home phone and internet connection some time ago. I've become increasingly disenchanted with Optus due to their inability to provide a mail server that consistently delivers mail immediately along with their decision to increase broadband download speeds for new users while denying the increase to long term customers.

Telstra have been making efforts to win back some of their lost customers. The last time they called, the offer was a joke so the conversation was short. This time though, they offered me their Ultimate Home Line and Broadband package for $109.95 per month. This package includes 25GB of downloads at speeds of up to 30Mbps plus unlimited local and STD calls from your home line. Calls to Telstra mobiles are capped at 50c for 20 minutes, calls to other mobiles are capped at $1.85 for 20 minutes. Installation is free and extras such as Message Bank, Call Number Display and so on are included as part of the package. I thought this was a very good offer so I agreed to switch.

Two days ago, Telstra called me to inform me that they couldn't connect my house to Big Pond cable so did I want ADSL 2? As I've had Foxtel cable installed here for 8 years I was rather bemused by the claim they couldn't install Big Pond cable. I did mention this to the girl but it didn't register very well so I informed her that I wouldn't be taking up the offer.

Lo and behold, after many days of waiting for the email that informed me of all the contract details to arrive, I finally received those details by mail. It turns out that the girl was just saving me some time as I would have been cancelling anyway. I've written this letter to John Rolland, the head of Telstra's Customer Sales and Service Department, whose autograph was attached to their written offer.

25th January 2008

Mr John Rolland
Executive Director
Telstra Customer Sales and Service

Dear John,

I am writing to confirm my cancellation of the agreement I made to transfer to your service and to seek an explanation for the rank contradictions between the verbal offer I was given over the phone and the written offer that arrived today. I was phoned 2 days ago and informed that my house did not have Big Pond Cable access. Since I've had Foxtel cable at this address for 8 years I found that claim to be quite amusing but decided to take it at face value and gave an oral indication that I did not want the service. After all, if a company can't find the cable I'm currently using I fear for their ability to provide a service in any case.

Today I received the confirmation letter for my proposed transfer. According to the offer I was made on the phone I would be receiving the Ultimate Home Line and Broadband for 109.95 per month with all services included and with no charge for the broadband installation.

Consequently, I was rather surprised to discover that, according to the letter I have received today, I will be paying $220.00 for the broadband installation, plus a monthly charge of $ 6.00 for Unlimited Call Back, Call Return and 3 way chat, plus another $6.00 for Calling Number Display.

But wait, there's more. I get to pay another $6.00 for Message Bank plus $9.95 for the BigPond Security Bundle in addition to the $109.95 for the Ultimate Home Line and Broadband Bundle. Clearly the Homeline Ultimate is a separate package to the Ultimate Homeline since I'm being billed $89.95 for Homeline Ultimate package as well. I love English and reversing words so they still make sense is a nice trick, I'm not sure it's worth $89.95 a month so what else I get for the $89.95 a month John?

That's $227.80 per month! I forgot to mention I get the 2 months free on the Homeline Ultimate package so I only have to pay $137.85 per month. That's very generous of you John, it is an almost indescribable pleasure to have the opportunity to be served by such a gracious corporate master.

Admittedly, that generosity is somewhat cancelled out by the $220.00 I have to pay for the cable installation. However, "If a technician is required to visit your premises to connect your service, additional charges will apply". What does this mean? That I have to pay $220.00 to install it myself and if I need someone from Telstra to do it, I get to pay more? Or that if you can make it work by osmosis from your technical centre in Bangalore then I only have to pay $220.00? What is a technician according to Telstra John? I certainly can't work it out, perhaps you can help me.

This document comprehensively contradicts the verbal offer I was made over the phone. I want to know why the legal document confirming my deal with Telstra is charging me well over double the amount I was told I would have to pay when I signed up. In my view, this is fraud. Many people cannot read and comprehend all the details of your offer. Many others will not read all those details because they trust Telstra to have some integrity. Consequently Telstra has a responsibility to be honest. It is an unAustralian act of bastardry to persuade customers to switch providers by presenting an offer with very good terms and then sending them a document that utterly contradicts those claims. It's not a major problem for me, I read fine print. The fact of the matter is that I don't see why a person should need proofreading skills good enough to get you a job at the New York Times in order to change your telecommunications provider!

Additionally, I was promised that these documents would also be emailed to me. I'm still waiting for that email. John, it is my responsibility to inform you I will be forwarding this letter along with copies of your company's contract to the New South Wales Department of Fair Trading and to the Australian Competition and Consumer Commission. Additionally, I will be copying this email to www.wentreport.com so that other Australians may have the opportunity to avoid being skewered by your underhanded tactics.

It is my hope that you will initiate a review of your company's documentation practices and ensure that contracts you send to csutomers bill them only for the services and costs that were agreed to in the verbal sign up. Surely Telstra is capable of serving its customers as actively as it "supports communities and businesses through sponsorships and partnerships".

Yours sincerely,

Lindsay Went