I too had a fight with Telstra last year about communication (getting different stories from customer service officers about the same problem) and contracts. It was a two month battle, and I got nowhere so I rang the Telecommunications Ombudsman for advice. Basically they told me what to say to Telstra to get what
I wanted and if I wasn't satisfied mention "Ombudsman". Bingo, I even got a refund. I'm happy with the service they provide, but when something goes wrong, it's a nightmare to get it fixed
