Flybuys Points Rewards Issue with Optus

gao234 on 30/07/2023 - 20:31
Last edited 30/07/2023 - 21:37

I signed a contract with Optus in March for a 50/20 NBN plan that promised to provide 25,000 Flybuys Points after 90 days. The promotion was listed on Ozbargain (https://www.ozbargain.com.au/node/759799). I met all the requirements to be eligible for the points.

However, after 95 days, I still hadn't received the Flybuys Points. So, I decided to contact Flybuys first via Facebook to inquire about the issue. After two weeks, they responded, stating that Optus could not find an applicable service, and consequently, they were unable to award the bonus points. They suggested I contact Optus directly for further assistance and apologized for the inconvenience.

Following their advice, I reached out to Optus through their chat support. Initially, they acknowledged that I had a service with them and assured me that I would receive the points within 1-2 days. Unfortunately, even after two days, nothing happened. For the next two weeks, I continued to contact Optus and each time, they asked me to wait for 1-2 more days for a resolution. However, when I spoke to an expert today, they informed me that the promotion had ended, and I could not receive the points. They offered to escalate the case to their IT team but couldn't provide an estimated date for a solution.

I'm curious if anyone else has faced a similar issue and how long it typically takes to have such matters resolved. Additionally, if anyone has suggestions on how to expedite a resolution, I'd greatly appreciate the advice.

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Comments

  • AngoraFish on 30/07/2023 - 20:39

    So, what you're saying is that Optus didn't actually refuse anything, and in fact they're still trying to help you.

  • JimmyF on 30/07/2023 - 20:43

    Did you meet all the terms listed in the promo?

    Flybuys Terms:

    flybuys BONUS POINTS are only available for new services only
    flybuys BONUS POINTS to be allocated 90 days post activation of eligible service
    flybuys BONUS POINTS will not be awarded if you cancel your service within the first 90 days post activation
    flybuys BONUS POINTS will only be applied once for eligible service
    Not transferable or redeemable for cash or credit

    • gao234 on 30/07/2023 - 20:47

      Yes, I am pretty sure and Optus said I was eligible the first time I contacted them. But today they told me the promotion was ended so I couldn't get the points. Their NBN price is high after the promotion so I want to solve this ASAP.

      • JimmyF on 30/07/2023 - 20:52

        Their NBN price is high after the promotion so I want to solve this ASAP.

        You might not be able to 'solve' this…..

        Have a read over the terms etc, did you get a optus modem or BYO? As you had to BYO to get the points.

        https://www.optus.com.au/fixed/flybuys

        • gao234 on 30/07/2023 - 20:54

          Yes, it is BYO. What do you mean by not being able to 'solve'?

          • JimmyF on 30/07/2023 - 20:55
            -1

            @gao234: solve = find an answer to, explanation for, or means of effectively dealing with (a problem or mystery).

            • gao234 on 30/07/2023 - 20:57

              @JimmyF: So you mean I used the wrong word? Still do not get your point, sorry.

              • JimmyF on 30/07/2023 - 21:01

                @gao234: You might not be able to 'solve' the missing points. As in you, you might never know why you didn't get them or will get them.

                Double check all the T&Cs and see if you meet them.

                • gao234 on 30/07/2023 - 21:08

                  @JimmyF: I checked the T&Cs and I meet all the requirements, and Optus said so during the first chat.

  • Benoffie on 30/07/2023 - 21:47

    Time to make a complaint to Optus, let their complaints team investigate it for you.

    https://www.optus.com.au/support/feedback-and-complaints/mak…

    • gao234 on 30/07/2023 - 22:01

      Thank you! I will try this way if it is solved after 48 hours.

      • Melbourne Matt on 05/09/2023 - 13:42

        Did you ever solve this? Facing the same issue here — different promotion I think to the one you signed up with but it's been over 90 days and no points.

  • hellodealhunter on 11/09/2023 - 23:36

    Same problem with me too

  • hellodealhunter on 12/09/2023 - 07:45

    Optus said, there was no flybuys promotion im May. How can i prove terms & promotion information from history?

  • Marcus1104 on 24/05/2024 - 12:21

    Commenting here as I am facing the same issue as well, talked to Optus multiple times trying to get this resolved but they keep pointing me to Flybuys saying that it’s Flybuys problem for not giving me the points.

    I then reached out to flybuys and they just keep stalling me, it has been a total of 3 months now back and forth with both Optus and Flybuys trying to resolve this, and none of them is being helpful.

    I am going to report this to ACCC and it sure if this is something that everyone has gone through, or we can do it together so that they are aware of this.

    • test8888 on 07/06/2024 - 12:38

      following if any luck?

      • Marcus1104 on 07/06/2024 - 13:29

        Hi mate, I emailed them multiple times flagging that I’m reporting to ACCC and happy to report they have credited the points to my account yesterday, finally!

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