Does Optus Have The Right to Bill Me?

Lboa hancock on 04/07/2018 - 23:44
Last edited 05/07/2018 - 09:45 by 1 other user

Apologies if this isn’t the right place to post this, but I would like to get OZBargain’s trusty opinion! Long post, sorry!

I ordered an iPhone 8 64GB through the Optus store for my mother in Perth, but she decided she wanted the Plus instead. She received the phone on the 08/05/2018, but didn’t open the parcel since she intended to swap it for the Plus. She tried to do it in store but was told it needed to be done online, so we requested an exchange online on the 13/05/18. They told us it would be a hand to hand swap for the Plus.

I had I follow up after two weeks since I received no further information about the exchange and I was already being billed, so I contacted Optus. Instead of sending the Plus to my mother in Perth, WA to do a swap, they sent the Plus to my address in Sydney, NSW on the 7th of June (wtf?).

Obviously you can’t do a hand to hand swap in WA if you have the phone delivered to NSW…?

I requested they pick up the Plus in NSW and send it to WA, or alternatively, I would hand in the Plus to a NSW Optus store and my mother can exchange the iPhone8 with her for the Plus in an Optus store at WA. We were told that they will send another Plus to WA for a hand to hand swap, and send a device collection kit to NSW, but we can’t do anything in store. Ok, fine.

I hear nothing from Optus for another two weeks. I contact again to ask what’s happening. I was told to wait since the device collection kit is being sent out, and a hand to hand swap is still in process. I’m being billed for the Plus now.

I wait patiently but today I check my Optus account and I have a bill for $1,300, they’re billing me for the full cost of the iPhone 8, and another monthly bill for the iPhone 8 Plus. Seriously WTF???

What would you guys do? Frankly, I think this is unaccceptable! Neither phone has been opened nor used, and Optus shouldn’t charge me considering this is their mistake and they should be fixing it befor even billing me!! I’m just going to send both phones back and demand my money back for the three months they’ve billed me for. Will never be using Optus again.

TL;DR Requested to exchange iPhone 8 to Plus, but Optus sends phone to different state. Is now charging me full price of the phone and billing me for the Plus plan when both phones aren’t even open or in use, but ignoring their delivery mistake.

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Comments

  • Godric on 05/07/2018 - 00:09

    Have you spoke to them after being billed?

    • boa hancock on 05/07/2018 - 07:56

      Yes, I contacted them and have been told they will waive the phone fee once the iPhone in WA is received into their warehouse so they will send a device collection kit first (which will take three days minimum). Then once that is received, they will arrange a Plus delivery to WA. The money automatically debits from my CC on the 10th of this month, though.
      Also, they’ll send a collection kit to NSW to retrieve the Plus.

      Either way, I’ve been billed since May for the phones on a monthly plan, which is what I’m most irritated about. It’s likely I’ll still be billed whilst waiting for this to be sorted, too…

  • Associatedsingingwolf @ Optus Accessories on 05/07/2018 - 00:33
    +7

    PM me your contact info and I'll pass it on to someone who can get some attention on this.

    • theHMASfriendship on 05/07/2018 - 09:33
      +10

      Can I also PM you my contact info? I just want someone to talk to about my day.

      • Pharos5 on 05/07/2018 - 10:49
        +1

        Can I PM you my details to PM to singingwolf? I have this theory about the so called "moon landing" I want to discuss.

      • Associatedsingingwolf @ Optus Accessories on 05/07/2018 - 20:41
        +1

        Absolutely. I specialise in whether a fine you received is fair, I will listen to your complaints about being ripped off on Gumtree and eBay, I am particularly good at listening to your queries on who is at fault in an accident, esp. if you provide a photo with floating cars. And finally, if you bought via Cashrewards and either paid more on a travel site, or have conspiracy theories that they don't pay on large purchases, I am your guru.

  • bobbified on 05/07/2018 - 00:38
    +1

    It's really not going to matter what we think.

    Call Optus and explain the situation. Continue escalating if you need to. Then social media posts.

    They've billed you, but eventually when they confirm receipt of one of the phones, they'll credit your account again.

    It shouldn't happen, but this happens a lot with big companies when they come across non-standard processes. The left hand doesn't always know what the right hand is doing.

    • boa hancock on 05/07/2018 - 07:57
      +1

      Thank you, I’ll be following up again. Just so time consuming explaining again and again to each rep.

  • inherentchoice on 05/07/2018 - 05:23
    +3

    Floptus?

    • Topdog on 05/07/2018 - 09:04
      +1

      Sloptus!

      • Associatedsingingwolf @ Optus Accessories on 05/07/2018 - 20:43

        You forgot OPT OUT

  • nivag01 on 05/07/2018 - 09:18
    +1

    contact the ombudsman if it does't get sorted.

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