A Brisbane finance guru has dumped his shares in Telstra after he was told they needed “approval from the Philippines” before they would refund him $145 improperly charged for NBN service.
Eighty-year-old dementia patient Len Smith was sold a phone plan he didn’t need or want. His daughter has spent more than a year trying to recoup the cash.
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How many more wake up calls does the industry need? FCA responds to TIO report
What will it take before the telecommunications industry accepts that there are systemic problems with the way they sell and market their products?
There is yet another example today, with the release by the Telecommunications Industry Ombudsman (TIO) of itslatest systemic issues report.The report documents poor sales practices, hidden costs and unclear information.
These findings reinforce those in FCA’s survey of financial counsellors, released just last month (April 2021). Financial counsellors said that:
Overall, telco hardship practices are poor
Mis-selling is common throughout the industry, with around 80% of the financial counsellors who responded to the survey saying they have clients with debts where mis-selling has occurred
By Ry Crozier on May 17, 2021 3:22PM
Customers left waiting for connections.
NBN Co has delayed the restart of new hybrid-fibre coaxial (HFC) orders, this time due to problems with a backend system used to assign new connection and assurance jobs to contractors.
The company initiated a pause on new HFC orders at the start of February due to the global chip shortage, which left the company without an adequate supply of network termination devices (NTDs) that are installed at customers’ homes.
The further delay is due to well-publicised problems with a new workforce scheduling system and mobile app introduced by NBN Co uses to assign connection and assurance - repair - jobs to its contractor workforce.