Optus Are Screwing Me over My 25% Discount for 24 Months on My Contract

LNotSteve on 30/04/2020 - 17:03

Hello on the 29/10/18

I brought the Huawei Mate 20 Pro, through a promo on here, on a 24 Month $85 pm My plus plan contract from Optus (with 25% Discount for 24 Months on the plan and 20 bonus gigs a month 50 + 20) bring it down to like $64 pm, good deal or so i thought.

All was good from the first bill on the 29/10/18, till 1/12/19. However my bill from 1/1/20 Did not include the 25% discount.

I have 13/14 months of bills indicating that i have the 24 month 25% discount

https://imgur.com/a/0KGszyP

Optus are now denying there was any discount at all and are refusing to apply the remaining 6 months discount plus reimburse me the difference ive paid since January.

Complicating things is in my contract is mentions nothing about the 24 month 25% discount, I do have the 13/14 months of bills saying I had a discount though.

Online chat are absolutely useless and because of the covid thing I could never get get through on the phone I went into the local optus store here, brought my bills and he agreed with me that I should have the discount, however couldnt do a thing as he didnt have the authority.

He gave me another number to call, finally spoke to an absolute Moron woman from one of the South asian countries (sorry not trying to sound racist here) who could not comprehend that I had a 24 month discount, even though she could see I had the discount applied to my bills for months.

She said it was a mistake, i never had a discount as its not in my contract, that it must of been a mistake as she had no record of such a promotion. WTF. I ended saying optus are retarded as im so frustrated at this all, she said i could abuse her (um hello i called optus retarded not you) and she ended the call.

Anyone have any suggestions where i go from here ?

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Comments

  • Diji1 on 30/04/2020 - 17:15
    +5

    TIO.

    The private sector fails again.

  • JordanM on 30/04/2020 - 17:17
    +4

    First lodge a complaint - https://www.optus.com.au/for-you/support/feedback-and-compla…

    If they still will not fix it/apply the discount contact the TIO - https://www.tio.com.au/

  • NotSteve on 30/04/2020 - 17:37

    Alright guys, thanks very much for responding.

    Looks like ill file a complaint and if that dosent work (doubt it will) ill be going to the TIO

    Cheers,

  • Blue Cat on 30/04/2020 - 17:38
    +4

    That's exactly why I am always on pre-paid plans and buy my devices outright, so I never have to deal with this crap.

    • NotSteve on 30/04/2020 - 17:40
      +1

      yeah this was the first contract ive been on in my life.
      and the last !

      • [Deactivated] on 30/04/2020 - 20:44

        Are you saying you never signed up for the 25% off Optus friends and family discount in 2018?

  • loulou1 on 30/04/2020 - 17:46

    Optus are the worst for customer service. I once (well actually several times) lodged a complaint with the ombudsman, they told me go back to Optus and lodge a complaint first. So I rang Optus back and asked to speak to the complaints department, several phone operators told me they did not have a complaints area. Unbelievable.

  • [Deactivated] on 30/04/2020 - 18:59

    Link to the deal?

    • NotSteve on 30/04/2020 - 19:13

      I actually cant find it, ill do some more googling later and hopefully something comes up

      But as i said i have 14 months of these
      https://imgur.com/a/0KGszyP

      • [Deactivated] on 30/04/2020 - 19:14

        Were you with Optus previous to this contract? I'd wager you were.

      • spackbace on 30/04/2020 - 19:23

        https://www.ozbargain.com.au/node/409642

        No mention of $64/month however…

        • [Deactivated] on 30/04/2020 - 20:41
          +2

          I know. The 25% off is likely to be the Optus friends and family discount.This 25% F&F discount should have ended when Op recontracted. But somehow, it didn't. It was a glitch and OP didn't report it.That lady Op called a moron? She was right - he was never eligible for this discount.

          I know because I was in a fairly similar situation to Op except that I didn't go out all guns blazing assuming everyone is a moron but me and we came to a happy compromise. I couldn't fault Optus customer service.

          Edit: You either applied the F&F discount on your previous plan or you were on this sim-only plan:

          The 25% discount will be available for 24 months unless a customer changes their plan or cancels their service. Not available in conjunction with any other in market offer.

  • datafellows on 30/04/2020 - 20:53

    I had some $80+ unexpected premium SMS charges to my account, went to Optus store and complained about it. They couldn't help but were kind enough to let me use their store telephone to lodge a complaint.

    The rep tried all kinds of stuff to put the blame on me but he knew i was in crowded store making the call so when i began to talk in a bit angrier voice about what kind of scam is Optus running as i have not sent any premium SMS and should not be charged he said ok ok he put the charges on hold and said they investigate.

    Fast forward 6 months I get a call from Optus that my account is arreas $80 and if i dont pay in 3 days they forward my bill to a collection agency. I was like wtf, i have set direct debit from my bank account so all invoices were paid in full, they have just put a hold on the extra $80 for every invoice and it wasnt included in total. I went home and chatted with Optus several times and they just couldn't figure out what was going on. I got tired and paid the extra bill.

    Fast forward 1 year and I terminated all my services with Optus and after 2 months they emailed me that they found my account has $80 extra sitting there so they will deposit it to my bank account. And 2 days later I got my $80 back. Go figure.

    On another note, they said they want to get back their Fetch TV box and the Fetch Mini box that i still have but now 1.5 year later I didnt receive the promised prepaid satchel so i could send the stuff back. Do i own them now? Lol

  • triviums on 01/05/2020 - 00:06

    I've been screwed over a few times by optus.

    Here's some advice for the next (if there is a next time) you sign up to an optus contract.

    Document everything.

    I was able to sort out so many issues I've had with optus, where they didn't believe a word I was saying, because I had documentation proving that I was right and they were wrong.

  • jlogic on 02/05/2020 - 10:13

    Screenshot everything!!!! Transcript everything!!!!

    If buying in store… make sure the contract clearly states what you are getting as well. Sorry sales people but never believe a word of a sales person, the excuse down the line will be you were told wrong information, and you are still stuck with the issue.

    I try to do everything online so I can record everything via screenshots and transcript. Also helps if you double clarify everything as well so there is no mistake.

    Email their customer support line with the complaint wait 7 days and if no response do the TIO thing. I did that for when if you clicked a link it automatically subscribed you to those premium SMS plans, Optus and Vodafone did not have an explicit opt in so it was automatic. I complained nothing was done and then went to TIO and within a day it was refunded and fixed. I told them it was deceptive because with touch screens you can easily click the link by mistake just scrolling or the phone falling on your face.

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