Optus Charging an Extra $84.14 on my $59 iPhone plan

LRobertouno on 26/01/2018 - 18:43
Last edited 26/01/2018 - 18:57 by 1 other user

So a couple of months ago I signed up for Optus $59 iPhone 8 deal.

I was with them on the $40 mobile plan and when I signed up I was told there wouldn't be any extra charge (I had upgraded before mid contract). However, when the 1st month bill came there was an extra "$84.14" charge for "early upgrade fee". That seems weird to me so I called them immediately and was told that the charged was due to a system error and that it was be adjusted and I had to just pay the plan bill and ignore the charge.

Fast forward about a month the charge is still on my account and when I called them again they said the adjustment didn't go through. Had a friend who did the very same thing but he didn't get a "early upgrade fee" on his bill. Just over very shady and been very frustrating.

Any advice on what I should do?

Mobile

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Comments

  • Savas on 26/01/2018 - 18:51
    +8

    the dollar signs go on the left in English

    • Robertouno on 26/01/2018 - 18:55
      -6

      Edited if that really matter

      • theHMASfriendship on 26/01/2018 - 19:45
        +4

        Yes it was of utmost importance. We should never be complacent, instead always vigilant whilst in the pursuit of bargains.

      • oscargamer on 26/01/2018 - 19:57

        it does matter

        lowest common denominator etc….

    • Savas on 26/01/2018 - 19:07
      +3

      also shout out to Baysew for improving the readability of the post

    • jackspratt on 27/01/2018 - 15:58
      +1

      the dollar signs go on the left in English

      And capital letters begin a sentence, which also end with a full stop.

      • Savas on 27/01/2018 - 16:01

        Hahaha

  • havebeerbelywillsumo on 26/01/2018 - 19:24
    +8

    OP can't advise on problem (no idea) but can advise to ignore the Grammar Gestapo.

    • Robertouno on 26/01/2018 - 19:31
      +1

      It’s okay, if I take everyone who makes snarky comments on my shortcoming seriously all the time, I’d be in deep depression.

    • Savas on 26/01/2018 - 20:04
      +2

      this is ozbargain, we specialize in anything related to money. also i don't think it was an unreasonable request.

  • theyetti on 26/01/2018 - 20:02
    +1

    If a system fix is required to correct your account it may take a while.

    If you've got written confirmation (online chat transcript, email, SMS, etc.) you shouldn't have been charged the fee and they intend to waive it then continue paying the plan fee and ignore the "early upgrade fee".

    If you haven't got written confirmation you should get it, with any luck the next CSR might fix your problem.

  • Findo on 26/01/2018 - 20:24
    +4

    Keep detailed logs of all interactions with Optus outline what when where why. Insist on them sending you a chat log after each online chat session and take your own screenshots. I had Optus Sport charges added on to my monthly bill even though it was included and I hadn’t even activated it. It went on for a few months before I threatened to take it to the TIO. I even have an email folder named ‘Optus SNAFUs’ because if it’s not my cable internet playing up one month, it’s my mobile the next.

  • Wiede on 26/01/2018 - 21:49

    Ask for a credit, not an adjustment. Much faster

  • [Deactivated] on 26/01/2018 - 22:59
    +4

    Any advice on what I should do?

    why dont you call optus?

    • FTTNope on 26/01/2018 - 23:25
      +3

      Sir/madam, you are making far too much sense, I'm going to have to ask you to leave.

  • citygal on 26/01/2018 - 23:29

    Called Optus about similar issues in the past. Was charged premium service which I never signed up. They said they got a glitch and a lot of people have the same problem and they promised to fix it. This was at least half a year ago and still never resolved. Called again and they even denied they would make an adjustment as they first promised. Ended up leaving it and paid the extra charge, as I didn't want to spend so much time on the phone with them. That's not a big amount of money though compared to $8x

  • Clinkz on 26/01/2018 - 23:47
    +1

    Speak to Optus via chat and log it(ask them to email it at the end). If it is still not resolved, contact the TIO.

    http://tio.com.au/

    • Roney on 27/01/2018 - 14:04

      Optus' 24/7 live chat isn't responding 24/7

  • baktiar77 on 27/01/2018 - 03:20

    I honestly had better luck with online sales team than phone call.

    • [Deactivated] on 27/01/2018 - 11:32

      Sales teams are resourced better because they make money.

  • HeWhoKnows on 27/01/2018 - 12:33

    When it comes to such things always note time, date, name of person you spoke to and reference number and if possible get something in writing from them to confirm the agreed action.

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