Problem with Optus Mobile Contract and They Won't Fix It

sd4f on 31/01/2019 - 18:42
Last edited 31/01/2019 - 18:43

So in September, I purchased one of the deals that can be seen in the following OzB link;
Optus deals

So I went for the $55 plan with 50gb of data and 20% off. My problem is, I never got the additional 25gb of data, rather only 2gb of data.

I went onto an optus shop to ask, but they just fobbed me off onto their webchat. So did the webchat and basically got told everything is ok, I have what I agreed to. It's clear that the customer service person doesn't have authority to change this, they were telling me that if I wanted 50gb I'd lose the 20% off. That's not acceptable to me, as it's not what was advertised. Something clearly went wrong with their backend as the double data didn't work.

What are my options to resolve it? Any tips or advice?

Poll Options

  • 15
    Go straight to the Telecommunications Industry Ombudsman
  • 0
    Port out and stop paying the bill
  • 1
    Keep on persisting with customer service
Mobile

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Comments

  • spackbace on 31/01/2019 - 18:50
    +1

    5 months later…?

    • sd4f on 31/01/2019 - 18:57

      Well, they tell you that the bonus data won't come through until the next billing cycle or something, so that's like 1-2 months, and then yea, silly season. But still, not a problem for me, not using the data, but just want it there, since, well I'm paying for it.

      • DangerNoodle on 31/01/2019 - 19:04

        Actually, you should get the data fairly quickly, usually within the same billing cycle. I changed from a 140gb plan to a 200gb plan back in the day, they just added the 200gb on top for the month that i upgraded, and then reset the data count for the following month.

  • DangerNoodle on 31/01/2019 - 18:53

    Were you an existing customer or new customer?

    If you were an existing customer, how did you sign up to the plan? Usually I get them to upgrade me through the chat. Takes an hour or more but I also request the transcripts to make sure I get the correct deal.

    • sd4f on 31/01/2019 - 18:58

      I was an exisiting customer, had a plan which finished and was going month to month with it until this deal came along.

      I shall keep that in mind, as I can see even linking to the ozbargain post, the webchat person didn't want to honour it.

  • TheProcess on 31/01/2019 - 20:39

    Have you tried calling up instead of the webchat and do you have proof of this promotion? I have found much more helpful people over the phone than webchat when dealing with Telstra issues. Make sure you allocate a good 1-2 hours if you want something resolved. Be friendly and polite, the person on the other end is just doing their job too.

    TIP: When the Optus rep on the other end says something, ask them to generate an interaction number at the end and record it down + notes of what they said !!! For instance, instead of retelling a story/problem a week later if it's not resolved, I've literally said "please refer to interaction # XXXX and let me know when you have done that". Help them help you!

  • spacemansam on 31/01/2019 - 21:31

    Had a similar problem. Webchat was useless.I found the best thing to do was to go on Optus Forums, post a discussion and one of the moderators usually reply and often get the job done quickly.

  • nodeahs on 01/02/2019 - 00:28

    I had a problem when I signed up for that deal too except I got charged for data all at once when their system 'upgraded'. Only thing that helped was Ombudsman. They did wait until the very last day they were allowed to call though. But when they did it was a lady from Adelaide who fixed everything and asked for feedback on all the people I'd talked to on the phone and in live chat.

  • Melb69 on 02/02/2019 - 06:41

    Welcome to the VS CS of Optus. ImO

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