Bill shock! Telstra customers hit with surprise price hikes—here’s what you need to know
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Unexpected changes to essential services can leave consumers frustrated—especially when those changes hit their wallets.
A major Australian telco has come under fire for a controversial overhaul that’s catching many customers off guard.
The move has sparked backlash over transparency and affordability.
Telstra faced heavy criticism after introducing changes to its billing system and increasing service prices, leaving thousands of customers frustrated.
The telco moved users from backdated billing to an upfront payment model, catching many off guard amid the ongoing cost-of-living crisis.
Customers were now required to pay for services in advance rather than being billed after usage, a shift that left many struggling to adjust their budgets.
Telstra claimed the change was aimed at ‘simplifying our plans and processes so we can connect and resolve your inquiries faster’.
2GB host Ben Fordham dismissed this explanation, questioning the company's motives behind the move.
‘Isn't this just a case of Telstra wanting more money earlier so they can earn the interest off our hard-earned dollars,’ he asked.
Many customers also found themselves switched to new plans, with some facing bill increases of up to $20 per month.
‘When you consider the cost of living crisis we're in, surely this will throw the balance sheets out for many, many households,’ one person said.
Another questioned why customers were being forced onto new plans rather than given a choice.
‘If it's so amazing, won't people just migrate to the new plan themselves rather than being forced,’ they asked.
Frustrated customers urged others to leave Telstra for alternative providers.
‘I use ALDI, yes they use the Telstra network, but $119 for 12 months paid up front unlimited with rollover data, been with them since the start, great service and no billing set and forget,’ one person shared.
Many were also angered by how the changes were communicated, claiming the details were buried in email fine print.
‘Not only did they advise us of changes to billing moving to upfront payments, they also made changes to costs of plans and put a disclosure at the base of the notification advising if we were not happy we can cancel but they would not be paying back any money paid in advance,’ one customer complained.
Another accused the telco of taking advantage of customers with the new policy: ‘So basically they make a change, charge you in advance for it, and when you decide I'm done with this because you have been blindsided or can not afford to keep paying their increased prices that they say is to improve "services" they keep your money.’
A Telstra spokesperson defended the changes, stating they were part of an effort to update outdated plans.
‘Over the last few years, we've been moving customers to a new updated system which simplifies our plans and processes.’
‘Some customers are on very old plans, dating back up to 20 years, and will be moved to current plans as part of the migration.’
The spokesperson acknowledged that some customers would see adjustments to pricing and plan inclusions.
They also advised that payments could be monitored through the My Telstra app, with options for AutoPay or Telstra bill.
As Telstra faces backlash over its latest billing changes, the company is also making a massive investment in AI.
The move has raised concerns about the future of its workforce.
Watch the video below to see how this $700 million move could impact jobs.
With Telstra's billing shake-up leaving many customers frustrated, do you think this change will improve services or just add to the financial strain?
Let us know your thoughts in the comments.
A major Australian telco has come under fire for a controversial overhaul that’s catching many customers off guard.
The move has sparked backlash over transparency and affordability.
Telstra faced heavy criticism after introducing changes to its billing system and increasing service prices, leaving thousands of customers frustrated.
The telco moved users from backdated billing to an upfront payment model, catching many off guard amid the ongoing cost-of-living crisis.
Customers were now required to pay for services in advance rather than being billed after usage, a shift that left many struggling to adjust their budgets.
Telstra claimed the change was aimed at ‘simplifying our plans and processes so we can connect and resolve your inquiries faster’.
2GB host Ben Fordham dismissed this explanation, questioning the company's motives behind the move.
‘Isn't this just a case of Telstra wanting more money earlier so they can earn the interest off our hard-earned dollars,’ he asked.
Many customers also found themselves switched to new plans, with some facing bill increases of up to $20 per month.
‘When you consider the cost of living crisis we're in, surely this will throw the balance sheets out for many, many households,’ one person said.
Another questioned why customers were being forced onto new plans rather than given a choice.
‘If it's so amazing, won't people just migrate to the new plan themselves rather than being forced,’ they asked.
Frustrated customers urged others to leave Telstra for alternative providers.
‘I use ALDI, yes they use the Telstra network, but $119 for 12 months paid up front unlimited with rollover data, been with them since the start, great service and no billing set and forget,’ one person shared.
Many were also angered by how the changes were communicated, claiming the details were buried in email fine print.
‘Not only did they advise us of changes to billing moving to upfront payments, they also made changes to costs of plans and put a disclosure at the base of the notification advising if we were not happy we can cancel but they would not be paying back any money paid in advance,’ one customer complained.
Another accused the telco of taking advantage of customers with the new policy: ‘So basically they make a change, charge you in advance for it, and when you decide I'm done with this because you have been blindsided or can not afford to keep paying their increased prices that they say is to improve "services" they keep your money.’
A Telstra spokesperson defended the changes, stating they were part of an effort to update outdated plans.
‘Over the last few years, we've been moving customers to a new updated system which simplifies our plans and processes.’
‘Some customers are on very old plans, dating back up to 20 years, and will be moved to current plans as part of the migration.’
The spokesperson acknowledged that some customers would see adjustments to pricing and plan inclusions.
They also advised that payments could be monitored through the My Telstra app, with options for AutoPay or Telstra bill.
As Telstra faces backlash over its latest billing changes, the company is also making a massive investment in AI.
The move has raised concerns about the future of its workforce.
Watch the video below to see how this $700 million move could impact jobs.
With Telstra's billing shake-up leaving many customers frustrated, do you think this change will improve services or just add to the financial strain?
Let us know your thoughts in the comments.
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