Some customers in Telstra's recently introduced mobile scheme, More For You, were being routinely double-charged for their phone repayments two months after the telco heavyweight became aware of the problem.
-There have been some billing issues around More For You, and we've contacted the customer and offered refunds or waivers of bills," Catherine Payne, group manager of Telstra Mobile told ZDNet Australia. Although she refused to provide exact figures, she claimed the number of people affected was not that many when compared to Telsra's whole customer base. With a customer base of 5.5 million, it's inevitable that some problems occur, Payne said.
-We have acted immediately to contact the customer by phone or letter, and in no way is the customer out of pocket," she said. -Our commitment is to ensure the customer receives no financial pain."
A spokesperson for the Telecommunications Industry Ombudsman said that there had been no unusual level of complaints in this area. -It's news to us," said the spokesperson. -Double-billing is quite rare, so we probably would have noticed an unusual level of complaints."
Let me get this straight. They firstly have problems with Bigpond internet billing, and now they have billing problems with mobile customers? I hope they are not using the same billing system for both.