Names and identifying details in this case study have been changed to protect our client’s privacy.

Kate returned two phones to Telstra. Telstra charged her for them anyway.

She disputed it. She paid a few hundred dollars after a rep told her that would settle the account. It didn’t. The next bill was for more than $2,000. Hoping to finally close the matter, she paid another $1,500 straight to Telstra.

Diagram of how this case was resolved: charged for returned phones, overpaid, still listed, consumer law breaches, removed in 9 days

The account still wasn’t finalised. It was passed to a debt buyer, Panthera Finance, and a default of roughly $2,500 ended up on her credit file.

What it was doing

Kate had paid far more than she should ever have owed, and she still couldn’t get finance. That kind of thing wears people down.

What we found

Telcos have obligations under consumer law and their industry rules. Charging for returned devices, telling a customer a payment will settle the account and then billing them again are not small slips. They go to whether the debt was ever properly owed.

Why it came off

We drafted a correction request to Panthera Finance, arguing that Telstra’s handling of the account breached telecommunications and consumer laws. Panthera Finance agreed to remove the default.

The result

We started on 2 January. The default came off on 11 January, 9 days later. Kate could move ahead with getting finance.

What this means for you

If you’re in a billing dispute with a telco, a default shouldn’t be the way it ends. Keep every receipt, email and chat transcript. If a default has already gone on, our credit repair lawyers can use that paper trail to challenge it.

This is a past matter. Names and identifying details have been changed to protect our client’s privacy.

Results depend on individual circumstances. Every credit file is different, and a past result doesn’t guarantee the outcome of your matter. This case study is general information, not legal advice.

Don’t spend another month stuck in Credit Prison. Call our credit repair lawyers on 1300 667 218 or book a 15-minute intro call at https://mycralawyers.com.au/15min-credit-repair-intro-call/ . If we think your chances are low, we’ll tell you straight.

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