Hi keithatpda,
It's certainly disappointing to read about the experience you've been having trying to organize this service from Telstra. As you've requested I am more than happy to pass along any and all feedback regarding Telstra processes or policies, though in this instance it does not sound like system error as much as one of human error. If I'm missing something please feel free to clarify the systemic issue you've identified and I'll be happy to have it looked into.
Cheers,