Poor Customer Service - Optus

[cactus]

My partner has a mobile phone plan with Optus. She went on to purchase mobile broadband, but had very poor coverage where we live, and as it was within 7 days, called Optus to cancel the broadband.

Now, she was advised to send the dongle back (which she has) and that the broadband contract had been terminated (and that she only needed to pay for the bandwidth she had used the first few days she had it).

Now, six or so months on, she has continued to be charged for the broadband service. After the first month or so, her phone was disconnected, prompting her to call and ask why. They advised she hadn't paid for broadband services - so she explained to them what the deal was and they said that they would terminate the broadband service (again) and that no charges would be made.

Anyways, they are still trying to charge her 6 months on, and she is getting tired of calling every month explaining what has happened and the retards on the other end telling her that they will cancel it for her (and never actually doing it).

Anyone have any suggestions on further action she can take, or know anyone that works with Optus that might be able to help?

Thanks,

Matt.

[shifted]

Ombudsmen?

[Mad_Aussie]

Take the phone into a public square, and arrange a group of policemen to smash it with hammers.

[JME]

when making a call ensure you get a reference number. If it happens again, write to them directly and the telecommunications ombusdman as well as a cost of what your time to date is with a request of that amount as a credit on top. Yes it involves effort but it is effective.

[cactus]

Take the phone into a public square, and arrange a group of policemen to smash it with hammers.

Haha - was waiting for this. Made me laugh :)

JME + Shifted - cheers.

[-Luke-]

Send Casey lord of thunder into Optus office and start death slamming pingpingpingpings until your GF gets what she wants??

http://i265.photobucket.com/albums/ii201/lukehidderley/casey2-168x300.jpg

[Wrexter]

+1000 Ombudsmen.

One call and optus will be sucking your dick.

[cactus]

This mob: http://www.tio.com.au/DEFAULT.HTM ??

[RK 86 WA]

Cactus:

I had the exact same thing happen with my iphone, they put me on a business plan and gave me the free wifi dongle.

After the trial period, I never noticed it but they were adding ~15$ per monthly statement.

Unfortunately it took me a few goes/many hours in calling up Optus customer support and talking to many useless pingpingpingpings before they refunded me in credit for my future bills.

[LarryDavid]

similar thing happened to me also

the deal was supposed to be free phone + $50 bonus credit + xbox 360

they started charging me an extra $10 per month for my handset.
Took about 6 months of me calling every month until they finally fixed it.

I never got a refund
I never got the $50 bonus credit

I did however get the xbox, so i wasnt too fussed

[Fukushima]

in the 20 months I have been with optus I've been given about $500 in refunds but it has taken many hours on the phone to customer service and two complaints to the TIO.

Start by repeating yourself for at least 10 minutes to the hapless soul that answered the phone. Then ask to speak to a supervisor and politely repeat your arguements. Persist until they are sick of talking about it and offer you a 'once off' credit. Repeat the next month.

If you get ripped off get the TIO involved.

[INSINR8R]

I just cancelled my Mobile Broadband with optus, used my ABN to get 3 months free of which they charged me for, then credited all in one month. They've been charging me extra for using the broadband as the usage is coupled with my phone's. I'm getting charged extra usage even though I've never gone over my limit.

If it happens this next bill, I'll be calling the TIO.