If you have been reading my saga with Optus, which you can find here:
* Optus nighmare, and it still hasn’t ended
* Hello, this is Optus customer service
* Optus 24 hour email turnaround times, yeah right!
* Funny Optus message – Guess which company I am with!
you will find I have a number of problems with them, which thank fully are resolving.To cut a long story short, I am with their wireless internet and cap plans – which I have bundled together. I still receive two bills. Has anyone actually read the bills they send? They are so confusing, you feel like giving up and paying them the figure prominently displayed on the front page. I decided to investigate a little bit more.
Broadband bill: $30.74 (cool, I got a credit for previous over charging)
Cap Plan bill: $94.29 (see the break down below)
The breakdown
Recurring charges: $33.05 + $44.54 = $77.59
* This is fine, because they have charged in advance for the next monthly billing period
Total included cap used: $182.81, which has been credited back. Thank you Optus.
So far so good.
18 Mar – Delivery fee – $9.04. Hang on a second! What’s a delivery fee?
I did not get a handset, nor did I get any deliveries. I did get an sms to say my pre-paid has been transferred to a post-paid service. Is that the delivery fee they are talking about?
I settled the deal by ringing them and asking them what is this delivery fee? The questions they asked me were:
* Did I buy / receive a new handset? NO.
* Did I receive any Optus packages? NO.
* “Let me put you on hold while I verify your details”
* ” I am sorry about this billing error, I will re-credit it back and you only have to pay $84.34”
Deal done. So check your bills carefully people. I am not saying it’s an Optus problem, but computer generated bills can be wrong so its prudent to check them. What I do not understand is, when a company sends out a bill to a customer who has had lots of problems with the company, one would think it is important to check/re-check the bills they send. I guess, it’s just cheaper to let the customer do all this - ‘yes Optus’.
My experience with Optus is worse. Every time I receive a bill from Optus I nearly get a heart attack. Sometimes I suspect they make all these errors deliberately so customers would call them and be charged. Emails are totally not responded to even though on their website it says that all emails will be responded accordingly. My bundled package is never bundled and I have received separate bills for months. I tried to call their customer service but have been transferred from mobile phone department to internet department to line phone department. It was so frustrating that I ignored the separate bills. Too bad I already signed a 2-yr contract with them and have to put up with their super lousy service for a long time.
Is this with the optus mobile broadband? I am also stuck to their silly contract. To their credit, they do have some great prepaid mobile plans – they have increased the $100 credit value to $1500, with 1GIG of data – and unlimited myspace and youtube, which is pretty useful. I use my mobile to browse the net all the time now, that’s how I catch up with the news, and sometimes every mr feedback.
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I totally agree with how you feel that this is frustrating.Im also a customer and i know how irritating it can be. Im glad that your issue was settled accordingly.to be fair, i think that OPTUS does their best to assist and resolve all customer’s concern. Im talking from my experience,if they think that the credit is deemed,like billing error or any error caused by them they will definitely credit the amount in question.But sometimes there are some customers who are abusing the situation to get a credit to decrease their bill.Whenever asking a credit you need to ask yourself: did i do everything on my end?? was i a responsible user?? Dont blame the provider for your laziness or stupidity. Like internet charges.Lets all be fair and be responsible customers/users. Every providers has millions of customer and they cant look up for every transaction of every customer.So we have to be responsible in taking ownership of our usages. If you made the call, pay for it, if your not sure about any rules then call them NEVER ASSUME.
This is good, helps me a lot, thanks.