How to make a complain for the poor customer service?

[mercury]

Please tell me how to make a complain for the poor customer service!!!!!

23/08/2021   You called me and ask me to change my NBN to Wireless service and I acceptted. You sent me an email for the delivery of a Wireless Modem and I found that the address was wrong and told you guys to change.

25/08/2021  You replied me that the address was updated and sent. Tracking number was provided. 

13/09/2021  I traced the delivery of the modem and found that it was alway on its way and sent you a email to check.

14/09/2021 You replied me that my item may take longer to arrive than usual. You did nothing but just let me wait wait wait............

1/10/2021  You called me and told me to return the item you sent me!!!!!  I told you I had never received any wireless modem from you because it was still on its way when you called me. Then I emailed to you and told you the truth. Then a girl called me and told me she would solve the problem. After a while, she called me again and told me that my address is not available for the wireless service, and just let me ignor the 'return device' email.

At that time, I believed that this matter was ended and continuted my previous NBN service.

However, the problem is still the problem, no one solve it at all. You sent me an email and a SMS message to let me return the device on 8/10/2021. I replied you with all the evidence that the device was still on its way. I have nothing to return. This time no one reply me and just keep on sending me an email and a SMS message to remind me to return!!!!!!!!!!!!!!!!!!!!!!!

The tracking link for the device is https://startrack.com.au/track/details/M7ZZ50825557

Your email and SMS messages seriously disturb me!!!!!!!!!! Tell me how to make a complain about this!!!

[Shane]

Hi @mercury,

Thanks for bringing this to our attention. I would love to help see the status of the shipment of the modem/router, it is psosible that it was lost in transit.

To better understand the situation, drop me a private message with your account details (Username/Customer ID together with the address on file).

How do I private message (PM) in the community

Regards,

Please tell me how to make a complain for the poor customer service!!!!!

23/08/2021   You called me and ask me to change my NBN to Wireless service and I acceptted. You sent me an email for the delivery of a Wireless Modem and I found that the address was wrong and told you guys to change.

25/08/2021  You replied me that the address was updated and sent. Tracking number was provided. 

13/09/2021  I traced the delivery of the modem and found that it was alway on its way and sent you a email to check.

14/09/2021 You replied me that my item may take longer to arrive than usual. You did nothing but just let me wait wait wait............

1/10/2021  You called me and told me to return the item you sent me!!!!!  I told you I had never received any wireless modem from you because it was still on its way when you called me. Then I emailed to you and told you the truth. Then a girl called me and told me she would solve the problem. After a while, she called me again and told me that my address is not available for the wireless service, and just let me ignor the 'return device' email.

At that time, I believed that this matter was ended and continuted my previous NBN service.

However, the problem is still the problem, no one solve it at all. You sent me an email and a SMS message to let me return the device on 8/10/2021. I replied you with all the evidence that the device was still on its way. I have nothing to return. This time no one reply me and just keep on sending me an email and a SMS message to remind me to return!!!!!!!!!!!!!!!!!!!!!!!

The tracking link for the device is https://startrack.com.au/track/details/M7ZZ50825557

Your email and SMS messages seriously disturb me!!!!!!!!!! Tell me how to make a complain about this!!!

[Daisy_Dhen]

Hi @mercury 

Thanks for passing on your details via PM. 

I managed to run through your account notes and seen that the modem is now tagged as lost in transit. You don't need to return any equipment to us.

We are also coordinating this matter to our logistics team to stop the hardware return reminder on your account. 

Let me know should need further assistance. 

[mercury]

Today is Friday!!! Again!!!!! Although you sent me you will recall the return reminder on my account, however, it doesn't work! You keep on disturbing me.............this time you just let me know $192 has been applied to my bank account because the modem was not returned  within 21 days!!!!!!!!!!! When can you solve this problem????? You have informed me that the modem was tagged as lost in transit, but actually you didn't solve any problem and you just put the blame on me!!!!!!!!!!!!!!

[Shane]

Hi @mercury,

I apologise you feel that way. Please reply your best contact number and preferred time, we will ararnge this with our Account Specialists to contact you and discuss details of the refund.

How do I private message (PM) in the community

Regards,

Today is Friday!!! Again!!!!! Although you sent me you will recall the return reminder on my account, however, it doesn't work! You keep on disturbing me.............this time you just let me know $192 has been applied to my bank account because the modem was not returned  within 21 days!!!!!!!!!!! When can you solve this problem????? You have informed me that the modem was tagged as lost in transit, but actually you didn't solve any problem and you just put the blame on me!!!!!!!!!!!!!!