Is Optus Being Dodgy?

Platinumtelecom on 27/07/2021 - 14:42

So I subscribed to an Optus Plan about 1.5yr - 2yr ago.

It was a great deal for $39, 60Gb, all unlimited + some roaming inclusions.

Fast forward to today and I realise that my plan has changed to a $49 plan with $10 discount per month for 24 Months. Difference is, roaming inclusion is gone.

I queried with customer service and they insist I have changed my plan on the 07.07.21. I told them I had not changed my plan and also had not received an email, letter or SMS. They pretty much brushed me off with a “is there anything else we can do for you today”

Of course I would remember if I had changed my plan 2 weeks ago.

I did have my mobile sent to Apple for repair. Could this have anything to do with eSIM? Or is it Optus making changes to old plan discreetly?

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Comments

  • MS Paint on 27/07/2021 - 14:48
    +10

    Demand evidence ie. Telephone recording, email etc of the apparent request.

    • Umicro on 27/07/2021 - 16:04

      They won't give you voice recordings - it goes nowhere - they will claim privacy on behalf of the consultant - best to do all your own recordings and tell them you are recording.

      • Cpt Dumpling on 27/07/2021 - 16:16
        -2

        should still be able to submit a Freedom of Information request re: transcript of call though, no?

        • Umicro on 27/07/2021 - 16:23

          they will drag there feet - Ive gone though this with through the TIO - not worth the time.

  • thetrain on 27/07/2021 - 15:25
    +4

    Dodgy

    Ask to speak to manager or complains department
    Ask for names for all future calls and note when and what you spoke about.

    If Optus don't reverse it then lodge a complaint with TIO
    https://www.tio.com.au/

    They will get fined by TIO and more every time it escalates

    • Platinumtelecom on 27/07/2021 - 15:32

      I thought perhaps I wouldn’t bother considering I have just lost roaming. But I think it may with worth it just so that they don’t get away with it

      • lewislardboy on 27/07/2021 - 15:38

        Just ask for a roaming pack+corresponding credit to offset. There's a good chance they thought they were doing right by you through a plan consolidation, and thought that $49 minus $10 for 60GB was the same as $39 for 60GB.

        Is it possible the roaming inclusion was only for 24months? Maybe it was an automated system change.

  • Gervais fanboy on 27/07/2021 - 15:41
    +1

    Mate, I had a similar situation happen where I had a $10 promotional discount run out and I thought $49 was too much..

    So I took a chance and called them, eventually was forwarded to someone in their ‘customer retention team’. I told them I would be moving to another network(Amaysim) who were offering me same specs but a much better price.. they then went ahead and gave me a $10 reduction for a extended period..
    I am now paying $39 bucks again.

    Just Fyi, Optus didn’t pull a fast one on me like they did the you. My discount period genuinely did run out
    So I feel you have a much better case,
    So if you manage to find the right person over the phone they’ll compensate you and give you a good deal.

  • loropy9 on 27/07/2021 - 15:42

    Get on chat with them and mention the TIO. In writing. Ask for a reference number for the conversation. In my experience Optus is hellbent on squeezing out cents and dollars anywhere they possibly can. I was getting charged for international messages on my postpaid plan for months. I had never sent a single text overseas. They failed to provide a text ledger for months despite promising one every time I got on chat with them.

  • wallet72 on 27/07/2021 - 15:48
    +1

    I've been in a similar situation with another telco, I had to explain the logic fail around them asking me to prove I didn't change my plan. Lodging a complaint with the TIo is the only thing that will get anything done.

  • djkelly69 on 27/07/2021 - 17:25

    they insist I have changed my plan on the 07.07.21

    Sounds like your old plan expired on that date, and they rolled you on to the most similar plan (albeit now having different inclusions).

    • Platinumtelecom on 27/07/2021 - 17:53
      +1

      I’d think they would have to send a new CIS at least.

      Otherwise what happens if I went overseas, used the mobile and be charged for all usage.

    • Porker on 27/07/2021 - 18:03
      +1

      ^^^ This @ djkelly69 reply

      Check your original contract if you still have it. It's not uncommon for phone/internet suppliers to give a joining discount and then 'after 24 months reverts to X plan'.

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