First time ever I have experienced disabled discrimination (Telstra)

Tonight I made another attempt to obtain this phone using my points for being a loyal customer. The fact that I am a loyal customer did not carry any weight where the call centre is in some foreign country. Remember this is my third attempt.

Despite being told I cant see to drive, so no longer hold a driver’s licence, the Telco is adamant that a driver’s licence or Aussie passport are the only two numbers acceptable to complete my online order.

I let my passport lapse because Im not travelling. I have a valid ID photo card in lieu of my Driver’s licence, but that is not admissible online with the Telco. Check out the time wasted. There is a previous post from yesterday.

I wonder if there is actually anybody human at all in the centre of the Telco set-up up or is it just a computer ringed by all these Minions to field us off from ever getting close to finding out out!
But I am far from alone. My friend and her husband registered their attendance at another ‘Telco’ store in the area, and had to wait three hours for attention, despite the fact that he was in a wheelchair and is usually bed bound.
I was told my wait would be ‘about an hour’ when I signed in today. After an hour we had to give up because I was out of time and had to get home to Belmont with ny carer.
All this aggro was so the delivery driver could recognise me when he delivered the goods. Fair enough. So here is  my latest selfie, with my ‘Not happy Jan’ face! TRANSCRIPT BELOW
‘Not happy,Jan!’ (Popular saying from tv advert)

The following is a record of your online chat.
General Info
Chat start time Thu, 30 Jan *****:51:17 +***** GMT
Chat end time Thu, 30 Jan *****:48:46 +***** GMT
Duration (actual chatting time) 01:57:28
Operator Kenji
Chat Transcript
Telstra: Thanks for chatting with us.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: All agents are currently assisting others. Your position in queue is 1 Thank you for your patience.
Telstra: You’re now chatting with Christian Paul.
Christian Paul:
Hi Enice

Enice Carol Hobson-English: ref number INT – 2349334497285. Further to prev contact as ref above, I went today to Telstra shop to collect phone. Following is my Facebook post: Don’t talk to me about TElstra – again! After an hour on chat because I don’t have a valid passport or drivers lecence for ID (I have alternatives that online won’t recognise) which are necessaryfor them to post out free my desktop phone using my Extras credits, I was given a number to take into official TElstra office in Kotara. Rang yesterday, couldn’t get through “leave a message and we will get back. “Nothing. (No surprise there.). This morning, rang and queued up. “Leave message etc” (eventually. Left terse msg saying was on way in, gave ref no. nothing. 1pm headed with carer @$50 an hour to TElstra office in Kotara. Expecting me? Nope (no surprise then). Put name on clipboard for hour’s wait.” But..but… Go for lunch. Hour up, time up, head for home. Literally driving out of shopping Centre when phone rings. No going bask, we are out of time. Turns out That handset not in not in their shop anyway. Go home to bed having wasted all that time. 2.51 in agony from walking all those steps. aAbout to go online later to see if new ID card will let me check phone out. Sigh
Christian Paul:
Hope you’re doing fine

Christian Paul:
Please give me a moment to read on your chat.

Enice Carol Hobson-English: It cost me 2 hours @$50 for my carer to take me
Christian Paul:
I’m having confusion on your statement above, can you confirm if this is about a certain order that you’ve ,ade?

Christian Paul:
*made

Enice Carol Hobson-English: Pension card for id ********
Enice Carol Hobson-English: hi Christian. The reference number should take you to a message from the previous chat he told me.
Christian Paul:
Thanks for this information, I’ll check on your account and see what heppened, No worries, I’ll do my best to help you out on this.

Enice Carol Hobson-English: Yes I was trying to order but my passoort is out of dare and my drivers licence which was ***** WK
Christian Paul:

Can you give me the PIN that I’ve sent to your mobile please?

Enice Carol Hobson-English: *****
Christian Paul:
Got the PIN thank you.

Christian Paul:
Please give me a moment to check on my resources first.

Enice Carol Hobson-English: Renmar sggesed I go into the shop
Enice Carol Hobson-English: the shop said I had to do it online!
Christian Paul:
I apologize for the confusion it caused you, no worries, I’ll make thing right.

Christian Paul:
Please give me a moment

Enice Carol Hobson-English: They didnt even have little desktop phone anyway
Enice Carol Hobson-English: I can send a photo of my NSW photo id for mobility parking which my bank accepts
Christian Paul:
OKay, so just ot be clear, you’re trying to place an order however you’re having troubles because you only have limited ID on hand, like Senior card, correct?

Christian Paul:
*to

Enice Carol Hobson-English: yes
Christian Paul:
OKay, I understand.

Christian Paul:
Thanks for clarifying.

Christian Paul:
To be honest with you, I will give my personal advise on the situation.

Enice Carol Hobson-English: I am 73 and disabled. I has been very frustratng
Christian Paul:
I certainly get your point and I understand the situation.

Christian Paul:
I would feel the same way too, I’ll tell you that.

Christian Paul:
Can I ask what would you like to order?

Enice Carol Hobson-English: Australians all complan that Telstra s really hard to deal with. You have a very dificult job
Christian Paul:
I understand.

Christian Paul:
Can I ask what order would you like to make?

Enice Carol Hobson-English: sorry, just the desktop phone using ***** points.
Christian Paul: Okay, I see, Do you have anyone there that you can ask to make the purchase for you?
Enice Carol Hobson-English: I have just bought an iphone 11 on a plan 2 weeks ago
Christian Paul: Okay, thanks for the iformation.
Christian Paul:
*information

Christian Paul:
Do you have anyone there that you can ask to make the purchase for you?

Enice Carol Hobson-English: the delivery was no problem. This is a smple small item. You have all my id from the instore iphone purchase. My son is tge Sales Manager n the **** store where the Telstra franchise is.
Christian Paul:
okay, can we add your son as contact on your account?

Enice Carol Hobson-English: I need you to ask your manager to check my id from the phone purchase and release this order
Enice Carol Hobson-English: My son is on my accunt. Hecdealt with my iphone together with his staff.
Christian Paul:
Okay.

Christian Paul:
Here’s what we can do on the situation.

Christian Paul:
Can you first check on what would I have to say please?

Christian Paul:
Can you say ok?

Enice Carol Hobson-English: My son is already on my account. The Telstra Franchise in hiscstore does not deal withExtras
Christian Paul:
Okay here’s what we have to do.

Enice Carol Hobson-English: ok but just speak to your boss. I have spent thousands ofvdllars over many years.
Christian Paul:
We can actually place the order for you and set the details having your son’s ID etc on place.

Christian Paul:
OKay.

Christian Paul:
I’ll pass you on to my suppervisor.

Enice Carol Hobson-English: ok Christian but my credit is as good as his. I am not senile!
Christian Paul: Alright, would you like to be transferred now?
Enice Carol Hobson-English: If you just put my son’s id that should do it
Enice Carol Hobson-English: ? yes
Enice Carol Hobson-English: You are being very kind
Christian Paul:
Okay please stay conected, I’ll put you through.

Telstra: Please wait while your chat is transferred to Kenji.
Telstra: You’re now chatting with Kenji.
Kenji:
Hi there Enice, this is Kenji.

Enice Carol Hobson-English: hi Kenji, this is a silly stuation
Kenji:
I understand that this is about the order you wish to place on the account and that your sons be the receiver.

Enice Carol Hobson-English: All I want is to use my points.
Kenji:
There are two options actually, first is the option Paul gave you that is to add your son as Limited Authority or call us on ***** and say billing to make your son be full authority, and you can use your points, it’s just that you need to have a drivers license at least Australian passport.

Enice Carol Hobson-English: my son does not live here. I have received at least 4 phonesandvtwo tablets from you at several addresses. Just post out thecdeskmphone it is only worth about $40. My new iphone came last week worthbhundreds.
Enice Carol Hobson-English: You say my id in the store 2 weeks ago. My sn can verify. He works there
Kenji:
Is it an Australian drivers license?

Enice Carol Hobson-English: saNoooooo! That is the problem!I have current UK passport though
Kenji:
Oh, I’m sorry. But for all online order or request. A customer needs to have at least an Australian Drivers license or Australian passport.

Enice Carol Hobson-English: I have ots of ID. Senioes card. pension cardmedicare card
Enice Carol Hobson-English: disability ohoto id
Kenji:
If both is not met, there are other options, like going into a Telstra store or adding an authority on the account.

Enice Carol Hobson-English: and my new photo id is in the mail. I renewed it specially on wednesday. That is in place of my driver’s icence. That was ******Enice Carol Hobson-English: You have not been reading. Today I went to the Kotara store. I am on record. It cost me $100 for a carer to take me.
Enice Carol Hobson-English: this is all on facebook and my blog
Enice Carol Hobson-English: http://myparkinsonsdiary.blog. Tomorrow it is going to my contact at the Newcastle Herald newspaper
Enice Carol Hobson-English: Telstra has the worst public relations EVER
Enice Carol Hobson-English: Before I went to UK for 8 years I was with Testra. I pay $148 – 180 a mnth. Add jt up and send me my free phone. I am a very long- time cstomer. These are my good customer points that I am using. You owe me this phone
Kenji:
I’m really sorry about this Enice, I understand you went into a store. That is an Australian license?

Enice Carol Hobson-English: NoW stop mucking about or put me through to .Head Office, This is my phone. I want it NOW. You know who I am, you know where I live, you have seen my id in the store.
Kenji:
I understand Enice, but please understand we do have a process to follow about online orders. And we need the ID’s for us to provide the order or device and have it delivered.

Enice Carol Hobson-English: That was my old drivers licence when I could see. Now I am nearly blind so I dont drive any more. Instead they gave me a card for parking as a disabled person. .It has my photo. It is my id. I can send you a photo of it
Kenji:
Is it like a blind citizens card?

Enice Carol Hobson-English: Well there is someone wh can make a special dispensation in a case such as this
Enice Carol Hobson-English: yes it is like a blind ctizens card. It is issued by the government under very strict rules
Kenji:
Can you try to place an order using your Telstra points and use the blind citizens card you have?

Enice Carol Hobson-English: How can I show it to you? I went into the Telstra shop today. They put me on their waiting list for over an hour and I ran out ftime wth my transport and had to leave. She would not lok at my id until it was my turn
Kenji:
I understand, please place the order on this link for Telstra points.

Kenji:
https://checkout.telstra.com.au/consumer/rewards

Enice Carol Hobson-English: We have been going round in circles. May I speak to the Manager? It is now over 1hour 30 minutes
Kenji:
I’m the last line off defense right now, and you wish to only place an order using your Telstra points.

Enice Carol Hobson-English: You know it will ask for passport orvdriver lincence so that wont work
Kenji: Are you able to see if there is an option to drag down the ID details?
Enice Carol Hobson-English: This is going in the Australian Newcastle Herald newspaper. ‘Telstra Refuses to Give Disabled Pensioner Phone’
Enice Carol Hobson-English: Yes I have done all that of course. Passport or Drivers Licence it says
Kenji: I’m really sorry about this, but there are rules for our Telstra plus redemption. And ID’s that are needed. We do have a direct line for you to call, this is our DEH *****.

Kenji:
Disability enquiry hotline, I do believe they have other options for ID.

Enice Carol Hobson-English: Are they open now? My disability card IS the other opotion. My PHOTO ID CARD IS THE OTHER OPTION. SO IS Y SENIORS CARD AND MY PENSION CARD.
Enice Carol Hobson-English: I have wasted enough time. Tomorrow I will speak to my Member of Parliament and get the rules changed. Goodnight
Kenji:
They are open from 9AM up to 5AM AEST.

Kenji:
You will call the number I gave Enice, right?

Enice Carol Hobson-English: Of course. Please send this transcript. In the meantime I will try t order again using my customer number frm the Motor Registry who deals with drivers licence, photo Id and mobility id cards .
Enice Carol Hobson-English: Goodbye
Telstra: We’ll email a copy of this transcript to euniceenglish@gmail.com.
Kenji:
Bye for now Enice, good night.

Next Morning I tried something and:

WOOHOO!

But wait!

One thought on “First time ever I have experienced disabled discrimination (Telstra)

  1. EUNICE, please quote me. I have never heard such a load of utter bullshit . That is NOT a service it is an absolute disgrace . What the hell do these money grabbing items want . You have my heart felt sympathy and wish you good luck and good guidance for the future. God bless you dear friend . Regards john m .

    Sent from my iPad

    Like

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