Telstra Billing Error Apology
When you make a mistake there are a couple of things you can do:
- Ignore it and hope that nobody notices.
- Be upfront and apologise.
When you’re a big company like we are, even the smallest mistake can affect a lot of people. We understand that and we take our responsibilities seriously.
Earlier this week, a number of bills for small amounts were sent out to customers who have cancelled their accounts with us.
We have rules in our billing system that normally stop these accounts being sent – but there was a glitch which impacted on these rules.
It was a mistake and we’re very sorry.
If you’re a customer and you have cancelled your account, and received a bill from us requesting payment of between $0 and $5 please ignore this bill – we don’t expect you to make this payment.
Some other former customers will have received an account advising that they have a credit of between $0 and $10. If you wish to claim this credit, please contact us.
We want all our customers to know that we have reinstated the rule in our billing system to prevent further bills for these small debits and credits being sent.
We can’t undo the mistake, but what we can do is apologise for it, fix it, and do everything we can to make sure it doesn’t happen again.
So again, please accept our apologies and be assured a fix is in place.