The following page is somewhat disjointed; the affair has cost me enough time already, so I won't update it unless there's a good reason. It's not clear that AAPT themselves are acting fraudulently: they claim (but don't prove) that the person who called me was an agent working for a company which has had its contract terminated due to poor performance. On the other hand, they display an incompetence beyond belief and an unwillingness to solve the problem. Instead of replying to my letter (here in text form) demanding immediate response, they disconnected my phones. I lodged a complaint (here in text form) open with the Australian Telecom Industry Ombudsman, but I also kept a record of what's going on here. Some of the remainder of this page is in note form. I had intended to update it, but that is now unlikely.
Discussion with René at Newtel, 8. November 2004, 13:20:
- Can't talk to me, must talk to Yvonne.
- Two numbers transferred to AAPT.
- Should ask AAPT to transfer numbers back.
- Will fax forms.
Rates: rental local mobile capped flagfall national capped .US .DE .GB
call mobile national
Telstra 26.95
NewTel 26.95 .16 .33 none .25 .22/.16 1.99 .17/2 .27/2.5 .16/2
Primus A 27.4 .19 .33 2 .35 .242/0.099 .176/2.5 .286/2.5 .176/2.5
Primus B 31.09 .165 .35
Primus C 29.95 .165 .35
Primus D 28.45 .185 .35
Primus 1 55 0 .35
Optus 1T 29.95 .15
Optus advance 25.95 .2 .37 .16
local calls
250
ACCC: 13:59, Daniel
ACA: 14:12 Airdrie Bell
TIO: 1-800 062 058
AAPT 14:40
Rick 138886 x 44541
19 November:
------------
Received both documentation from CallAustralia and also "Account
Suspension Notice" from AAPT, the latter claiming "... to date, you
have failed to contact us".
Called 1800 456 003 at 14:00 and spoke with Amin, who didn't seem to
understand and passed me off to Mark, who didn't understand. Got
connected to Rick and asked for $150 off the bill. He was unwilling,
but did put the suspension off by a week.
Plans:
Line Local Flagfall Mobile
250 CallOz 26.5 0.175 0.22 0.34/min
286
725 Telstra 18.50 0.30 0.35 0.37/min
"HomeLine budget"
726 Telstra 18.50 0.30 0.35 0.37/min
"HomeLine budget"
730 Telstra 18.50 0.30 0.35 0.37/min
"HomeLine budget"
"Complete" 26.95
Telstra: Called 132200 about 17:00, spoke to Hamish. Will fax forms.
22 November 13:00
Called 132200, spoke to Lea. Will fax forms.
23 November, 10:25
Called 132200, spoke to Lina. Pointed me to web site, eventually
found https://www.telstra.com.au/switch/homeform.cfm . Problem: this
doesn't allow the HomeLine Budget "plan". I need to call 1800884 209
for that. Why didn't any of the consultants tell me that?
Spoke to Debbie (supervisor) who didn't know any of this either. I
get the feeling that Telstra is trying to discourage the use of this
service.
10:35 Nicki 1800 884 209
Doesn't know about application forms. Passed me to:
Sean: doesn't have the forms. Pass on to another area.
Linda: TCCC
Unless you can find something in the forms.
Go into a Telstra shop
Kylie: Residential connections area.
1: Authorized to change (call)
2: Be together
24 November
Still no reply. Sent complaint to TIO.
13:25: Called AAPT for fax number, spoke to Tanya, got number
1300 733 886
13:30: Called Telstra on 13 22 00
Casey. "Takes about 10 days for local calls to come back to Telstra".
13:35 Called Call Australia on 1300 76 1488
Selected 3 (line connections) and got the wrong connection (Rebecca)
should have selected customer service (not on menu). Connected me to
customer service, Harry
Asked about connection progress.
Couldn't find application. Asked to resend the fax, including last
phone bills, would call back by 1515 EST.
Couldn't fax: number had been disconnected.
14:10 Mark Forced payment
14:50: Harry called back, diverted to mobile, couldn't find fax.
15:00 Called Harry back at 1300 76 1488, still no fax. Harry checks
the numbers (I sent to the one printed on the form).
15:30 finally confirm that the fax has been received and will be
processed in 5 to 10 days.
As you should be aware, your company has caused me significant problems through misrepresentation, inaction and failure to keep to agreements. At the time of writing, you are in default of any action on my TIO complaint, reference 04/111162-1, which the TIO expected to be completed by 13 December.On 3 December 2004, during the period of this complaint, and in violation of the agreement with the TIO, you sent me an account suspension notice. On 20 December I called your service number and spoke to \[lq]Tejas\[rq], who told me that the charges relate to phone number 08 8388 8250, for which he claims that you are supplying long-distance services for this number. I told him that this was not the case, and he promised to follow up and contact me by CoB 21 December. In keeping with the standard of service I have come to expect from your company, he did not.
I wish to make it clear that at no time did you supply services for this number. Up to 28 November 2004, the local service was supplied by Telstra, and the long distance service was supplied by NewTel. Both have sent invoices, which have been paid. After 28 November, all services are supplied by CallAustralia, who have yet to send an invoice. A phone call confirms that they are charging for the calls.
It is completely beyond my understanding why you should think that you are supplying these services. I call upon you to:
Please supply all these statements in writing by 29 December 2004. If you do not do so, I will make a further complaint to the TIO. If by this time no progress has occurred with my existing complaint, I will signify this matter to them as well. .bp In reference to my letter of 8 October, upon which you have still not acted, please note that I have given up on getting you to reinstate my old services and have taken my own action on this matter. I expect a reply to the remainder of the issues.
- Confirm that this is a mistake and that no charges are due for this number.
- Confirm that under no circumstances will you attempt to have any service on this number disconnected.
- Explain how this mistake occurred.
So far, your behaviour has cost me over 8 hours of time. I expect compensation for this time.
4 January 2004 13:43: Samantha transfers to recoveries team. Matt. Says that they won't be taking any action on the notice.
14:00 Call TIO, spoke to ? Andrea handling this case. Transferred,
Andrea was very helpful and told me that they had now escalated the matter to the next level, and that I would shortly get a copy of the letter they had sent AAPT asking for a complete explanation.
From this point on, I didn't keep blow-by-blow updates. Most of the following has been written in early 2006, when it proved that the matter is not yet dead. Most of the information is in the documents. Mine are PDF versions of the letters I sent (and so don't include my signature, which of course was on the letters I sent); letters from others have been scanned in, so they're much bigger. It's important to note that the discussion was between the AAPT and the TIO and the TIO and myself. At no time have I received a human-written communication directly from AAPT. On the other hand, almost everything I did was in writing, so I'll link to the corresponding documents.
To this date I have not received any direct written communication on this matter from AAPT. I raised two separate complaints with the Telecommunications Industry Ombudsman, and AAPT responded to the TIO about some (but not all) of the issues. In violation of the TIO rules, they also attempted on at least two occasions to collect sums that were outstanding.This is presumably not what AAPT wanted, but it could prove useful: I don't trust them at all.
AAPT did refund the money, and for a long while I considered the matter closed. Then:
I call Andrea at the TIO and also Axess, where I speak to Monique, who asks me to send in the previous correspondence, and the debt will be closed. Where have I heard that before? I send faxes to TIO and Axess.
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