Clearly it is going to be my vent day. In the midst of setting up mum at residential care she is trying to organise a telephone line. It is supposed to be with telstra according to the home. Mum is currently with Optus. Before dad died the account was with Telstra but in his name. Mum never could get that line transferred after his death because somehow she wasn't him. Mum is legally blind. She has a speech difficulty from the stroke. She's not in a good way.
She rings Telstra to get her a line. Asked about Drivers Licence. Hmm, she is blind. But I have Bank Account numbers, a centrelink card. yada yada. Nope, not good enough. She has to go to a Telstra service center to prove herself. She explains that she is 87 years old, blind, has had a heart attack and stroke in the last 3 months and moving into residential care. And that her husband had a Telstra account in his name until he died. Not good enough. "Can I get my daughter to bring in all my ID if I can find the expired passport I have?". Nope, has to do it herself. She is overwhelmed and says its too hard at the moment and says goodbye. As she hangs up the operator wishes her "have a wonderful day". Sigh.
Sounds familiar, in fact with mum it was worse - medical muck-up discharged as A-OK and severe stroke within 20 minutes leaving her right side paralysed, no speech but 100% knowing everything going on.
Any phone call always note down time call start, who you speak to and their title. For full effect get them to spell their name so they understand you are writing it down. In the rough transcript below I've left out the length of 'on hold time'.
So Telstra;
"Hi I want to arrange a direct debit to pay for my mothers phone account out of her bank account as she's had a stroke, is paralysed and cannot speak anymore."
"Are you Mrs XX"
"No, that is what I just told you."
"Well only Mrs XX can do it."
"How, she's paralysed and cannot speak."
"Privacy reasons."
"So you're telling me that you refuse to help any of your customers who've had the misfortune to become paralysed and lose their speech."
"No, only Mrs XX can operate the account."
"Even though all I am trying to do is get the account paid by her own bank account in the identical name to the Telstra Account details."
"Yes, that's correct."
"Can I please speak with your team leader or supervisor."
"They are unavailable, can I help you?"
"Well so far you are refusing to. I am happy to hold on until your supervisor is available, one to two hours no problem but it will make your call centre performance look very poor. But no matter I will hold for as long as it takes."
"I cannot leave you on hold."
"OK, then let's keep going round in a circle until they become available and then it will just be your performance that looks bad."
4 minutes later;
"I'll transfer you now."
"Thank you."
3 minute repeat of above,
"Can I please speak with whoever you report to."
"They are unavailable."
"Ok, can you please tell me there name so I can verify this when I contact the Telstra Company secretary once I finish with this attempt."
"I am unable to give you those details." (enter sub-routine where I say not true vs I cannot)
"Well, as a team leader I had hoped you were aware of the operating procedures, apparently you are not. Don't worry I've noted that down and when the recording of this call is requested by the Company secretary's office later this afternoon that will become apparent."
"I report to XX."
"What is her title?"
"Something something customer manager.'' (There were so many of these calls the titles are blurred).
"Perhaps you could go tell XX that you have said they are unavailable despite me requesting to speak with them 8 times in the last 19 minutes. That I know for a fact that Telstra policy is that any customer facing role is required to interrupt any internal meeting or break attend to a customer request if they are being asked as a result of an elevation request."
"
I will transfer you now."
Again 2-3 minutes,
"Your suggestion that I take my mother into a Telstra shop has merits but not from your company's perspective. I will book the ambulance to bring her and I will also notify Channel XX so they can send along a film crew. But first I'll ring HHHHH's office."
"Who?"
"The Telstra company secretary and senior legal officer who reports to the Board. I am sure the negative publicity will not enhance your future."
2 minutes later.
"Can you fax me a copy of your mother's doctor's letter stating she is paralysed and unable to speak and then I'll process the direct debit."
Call length was over 90 minutes. Subsequent call to company secretary just under 4 minutes. Warm inner glow - many hours. An apology letter came a few days later, "We are reviewing our procedures after the serious flaws you brought to my attention."
Moral:
Google Telstra Company Secretary Phone ASX (should get it for you). Write down name and details, and commence battle. Hopefully it won't take 90 minutes but I won't hold my breath. Power company (I think it was) all done in 5 minutes. "Unfortunately this is something that is getting to be all too frequent a request."
ANZ Bank - after sending Dr's letter - also brilliant. May just have been the branch manager - he set up note on file, added additional anti-fraud protection just in case. Never a problem.
Sample AFF with no advertisements? More..
