Optus Is Trying to Screw Me over

I was recently on the optus plan that included 8gb of data for $50 a month. After seeing a better deal about a week ago (10gb for $40), I decided I'd try my luck and try to switch plans.

I tried calling numerous times, but none of the reps I spoke to knew about the plan, so I just decided to go into the optus store. When I went in, a rep dialed a number for me to switch my plan, after a few minutes of speaking on the phone everything was all set and I was told my plan was changed and I also got a confirmation sms a few minutes later.

A few days after when my new plan took effect, I decided to call optus just to confirm I was paying the agreed upon $40, rather then $60 but they told me I was paying the full amount. They credited $40 into my account for the first two months of my contact while they have the matter investigated.

Is there any action I can take? I don't want to pay an extra $20 a month for their mistake. I made sure to ask the rep numerous times on the phone when I was switching my contract to reassure me I was only paying $40, which he did a number of times.

I also think they mistakenly put me on this contract because it was supposed to be for new customers and everyone who wanted to keep their numbers has to port theirs over, but for me they just transferred me.

Thanks in advance for the advice.

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Comments

  • Same thing is happening with me at the moment. Last week i moved my $30 month to month plan to $70 plan which was 50% for first 6 months. Now i got my first bill and charged $70 and upon calling now i am told that it is only available for the new customers. I asked the rep when signing up if i will be getting the discount and was told a big YES. Now they say he made a mistake there. But why would i pay for his mistake? The matter is under investigation at the moment.

  • +1

    They'll fix it eventually, just stick with it. It's a mess of legacy systems, international staff, plans that change constantly, not to mention the amount of screw ups people do which put people in situations not designed for etc.

  • Get on the optus website, login, ask a question and when the pop up comes up asking will you recommend Optus to a friend, score them a 1.
    Within 48 hours you will have your own optus consultant riniging you up trying to make things right. This is my experience when they screwed up my account. Different screw up though.

    • Hah i scored them a big 0,

      still nothing…..

    • I did that before and, yes, it worked. I had someone from Australia calling me up within a few days.

    • i've given optus so many 0s in the past and they've never bothered contacting me haha. Hope that one day they realise that their customer service is actually absolute crap

  • Anyone have advice if worst comes to worst and they decide to charge me full price? I'll be stuck in a 1 year contact

    • If you're under contract you'll have paperwork. What does the paperwork say? Did you read it before signing it?
      You might have to suck it up for a year. A $240 mistake. Or $120 if you were already paying $50 a month anyway

  • There's no physical paperwork. Everything was done over the phone.

    • You would have agreed to a contract on the phone verbally and they would have recorded this for legal reasons.

      • they would have also recorded the statement about the discounted agreed amount so they are in breach right?

  • That's why I prefer to do these things over chat so that I can keep a copy of the dialogue as proof.

  • Got this message a few days ago. Everything's been fixed. Hopefully they remember to apply the changes.
    Optus Msg:

    Hi XXXXXX, regarding the change of plan you have requested and we have confirmed that Geno did tell you that you will be under the $60 plan and will be down to $40, we process the corrective for this. On your future bills you will be charge for $40 for your plan unless you will have excess charges.

    Thanks, Yhanee.
    For self-service options, download the My Optus app yesopt.us/myoptusapp

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