Are TransAct becoming just as bad as Telstra?
A few years ago I decided to connect with TransAct partially because I hate Telstra. I have always found the service reliable and the customer service great. All was happy in the land of FB.
A few months back I decided I no longer needed the TV component of the package & I could probably do with the extra $20 a month it would save me to not have it. Bad idea.
I rang TelstrAct and was told that I would have to re-apply and go on another 12 month contract, and there would be a $55 administrative fee. This is odd. I have been a customer of theirs for over 2 years and I have to make another application? And pay $55? What the?
I decided not to argue and went through the process of applying. I was then told it would take up to 10 days for approval, and that I would be contacted when this happened. Again why do I need approval when I am already a customer?
Three weeks passed with no word from TelstrAct. I rang them back & was told that my application was approved and that they had tried to contact me but couldnâ€™t get through. They also told me that my application had been withdrawn because they assumed that I didnâ€™t want it. When I was told I would have to go through the application process again I was stunned. I explained that I had done it only 3 weeks earlier. I was then told by the customer service rep that she could sort the problem out quickly and that she would give me a call at home at 5:30 that evening. I was home at 5:00 patiently waiting for the call that didnâ€™t come.
I gave it a few days and rang back. I was given that same answer as last time, my application was approved but withdrawn and Iâ€™d have to re-apply. After much frustration the CS Rep told me she could sort it straight away. After about 5 mins I was told it was all approved and ready to go. The last stage was, that I would be contacted by a technician would arrange a time to swap over the Set top box for a modem. I told her I was going on holidays in 7 days time so she put a priority on it and said I should get a call before then. Nothing! I got back from holidays and phoned them again. This time I spoke to a supervisor who assured me I would get a call within 2 days regarding the exchange. Today is day 3 & still no call. Last night I got a letter from them saying that if I didnâ€™t contact them in the next few days that my application would be withdrawn.
How can they expect to run an advanced network when they canâ€™t even return a call? Or are they simply dragging out the process so they can get a few extra $$ out of me before I downgrade?
To me it seems like they are becoming another Telstra type company who are more interested in profits then customer service.
I have decided to give up on TelstrAct and switch to ADSL over a regular line.