Optus X Debt Collectors

Long history…

In 2014 I signed up with Optus Home internet ADSL with no lock in contract.While I was signing up, I had the choice to receive a TV box and I said yes.

A few months later I decide to move out house (this was the reason that why I made a no lock contract) and cancelled the service. I then received a SMS from Optus saying that the contract was cancelled with no termination fee.

After a while a debit collection agency contacted me saying that I was owning $200 dollars to Optus. Asked the reason and they said me that I still had a TV box and that should pay for it or return. Optus has never text me, emailed me or contacted me to advise that this needed to be done. I kept this box all this time with me and never used anyway.

After new contact from the debit collectors, they told me that they would send me a prepaid satchel that I could return the box in.
I received it and sent it back to Optus exactly as instructed and have copies of the paperwork and pictures of the device. (It was early 2016).

I thought that everything was OK…. Except when I then I decided to try and sign up to a new mobile contract few days ago, it was declined!
I requested an online a debit check and to my surprise was showing a default under my name.

I called Optus in the same day and they ask me to advise the details about the documentations of the BOX that I returned. They finally were able to find it in the warehouse and removed the debt amount and sent me another SMS saying that the debt was $0. But the problem is it is still not resolved, now the debit collectors are still wanting me to pay the outstanding amount. I don’t know why if I don’t owe anything to Optus anymore?

I went to an Optus store to see if they would be more helpful and ended up using the local shop phone to contact the billing sector. To my surprise she has transferred my call straight to the debit collection company. I called Optus again on Friday and the Optus representative told me that she would look into it and return my call on Monday - she didn’t.

I’m wondering if anyone else has had a similar issue with Optus and can give me some advice? Because the last call that I had with the the debt collector they said that they would discount it to $170 but I don’t think it’s right that I owe anything.