Hello Suzi,
The responses posted here are generally answered by customers like you, and not by Telstra staff.
Crowd Support is not a customer service channel, more of a technical advice and referral service conducted by Telstra customers
You can also consider the Telstra Facebook page which is conducted by actual Telstra staff, who are responsive to issues like yours.
If you feel your matter is not being dealt with at normal complaint levels, you may consider to make your situation known to actual Telstra staff, you may be better to write to Telstra senior management.
https://www.telstra.com.au/webforms/contact-ceo/index.cfm
That email will go to a high level complaint area who represent senior levels of Telstra.
Hope that clarifies where you should be seeking support