Extremely rude manager who refused to help me when I lost my phone and credit card and photo-id. I could identify myself with photos of birth certificate and NSW photo id, as well as login to the telstra app - but no help.

I went to Telstra in town and they helped me the straight away with a new sim, activated with my old number.

At the same time, I went to commonwealth bank to order a new credit card, with similar id, and they were no problem, cancelling my existing one, and giving me cash out.

Not only unhelpful, but arrogant and rude. As a former senior engineer in Telstra, I can say that this kind of poor service damages the whole organisation - particularly as it now repositions itself as a modern technology company.

Incompetent team run by lazy teenagers who cant be bothered doing their job. Have visited multiple times to purchase a phone, an hour before close, only to be told they are closing in 30mins, and would have to come back another day... repeat. Have also visited during a 'busy' period in the middle of the day. 'Busy' meaning one staff member fronts the shop and and adds your name to a list whilst the others stand around in the shop and look out blankly to people passing or gossip amongst themselves, making sure not to make any eye contact with anyone in the queue. They say they will call when you are next in line, then they do not call...

Popped in to the Telstra shop to return an item, but was denied as it was purchased more than 30 days ago, which is fine. Our issue was that the item was sold to us by a senior Telstra employee at the store based on their advice as to what product we required for our particular needs. After trying it at home a few times, we rang Telstra and was informed the product was incompatible with what we were after. Having explained this to the senior employee at Telstra again, a refund was denied based only on the 30-day rule. Unhappy with communication and level of service, and won't be returning again.