A week or so ago I received a text message complaining that my bill was over due. So I figured I had beetter at least pay for my half baked service. I was however in for a rude shock. My expectation of about $60 ($49cap + $10 for the phone) was jolted by looking at a bill for $331.77. So I downloaded the PDF and figured a bill of that magnitude was worthy of being printed out. It did not take long to observe that many of the calls were exactly 1:00 minutes long followed by a second call to the same number within a few minutes. So they had been charging me a call connection fee and 1 minute of talk time for each under water call.Ok so call the number 133 343 and do the usual wait wait wait. Then explain all this to someone who has difficulty understanding. They advise that someone will investigate and get back to me within 2-5 business days. Then they put me through to an i-phone tech support guy who tells me that there is now a 'fix'. We establish that my firmware is at rev 4.1 and I need to upgrade to 4.2.1. So I do that and now we wait and see.
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20-12-2010
Phone seems to get out of sync. Receive calls sounds like under water.
'Shy'?
wants me to insert sim into another phone.
BUT its not a problem on every call.
tech support iphone advise it is a known problem and that they are working on it.
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4-2-2011
Sync problem
Spoke to 'Ran'.
This is a known issue and technical people are investigating.
Temporary fix is to change to 2G
Setting>General>Networ>Enable 3G = OFF
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24-3-2011 Called 133 343 Spoke to (F) 'Isah'
Invoice 408219052 dated 7-Feb-2011
Total $363.27
$274.58 over run due to calls being charged that did not work because of the underwater problem.
Someone from billing will investigate and get back to me in 2-5 business days.
then spoke to 'Damien' from iphone tech support. He got me to check the version of the iphone softare (4.1) and then asked me to upgrade to 4.2.1 and then to keep a record of any failed calls. He will call back tomorrow at 3pm ish. (Which incidentally he did)
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29-03-2011 received phone call from optus computer adviing that the service would be blocked if I did not pay the bill by 1-April (I think)
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29-03-2011 phoned optus spoke to 'graciel'. She talked about technical problems and I talked about billing problem. She advised the snail mail address is:- .....
She put me through to 'Lala' who agrees that it is a billing problem and the technical problem that caused the problem has now been resolved.
She put me back to the billing people
Spoke to 'Cj' (F) who said that I can ignore the notification. She put the account onto 'hold' for 14 days.
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Date ???
Paid 2 x $62 payments as this is the undisputed amount for January and February.
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10-4-2011
received text message advising bill of $507.08 account 8573501500168
133 343 closed sundays.
tried 133 937 'optus care' -> Closed
Sent this by the optus web form email
1.
There is a dispute in your system regarding the Invoice 408219052 dated 7-Feb-2011
Total $363.27.
This was caused by a Fault in the Optus system whereby my iphone would not connect properly and you charged me me for a 1:00 minute call.
THIS NEEDS TO BE RESOLVED.
2
I have been sent a text message advising that I have a new bill of $507.08. I have closed the account and moved to Vodafone. So Please just send me the prorata bill without the disputed January bill. You maye note that I have paid the undisputed portion of the January Bill and the Februray Bill.
3
I tried to view the bill online but it will not show it to me. Presumably because the phone number has been moved.
I have never received a response to this.
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27-4-2011
Received a letter from Optus titled "Final Notice" dated 14-April-2011
Demanding $299.69 immediatly. and threatening a $35 suspension of service charge and referral to a debt collection agency which comes with a 15% collection fee.
Hmm I wonder if they have investigated the disputed January bill. Invoice 408219052 dated 7-Feb-2011?
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27-4-2011
Called Optus 133 343. Spoke to "Anne" from India or somewhere.
She said she could see some notes but wanted to take 3-5 business days to investigate. Where have I heard that promise before. She also wanted to call me back. I demanded to speak to her supervisor. So now I am on hold listening to musak. Perhaps they should let me press one to listen to rock, two for classical, three for head banger. Given that I spend so much time on hold that would be the least they could do.
Spoke to "Abraham"
. Back on hold. Interesting listeng to a jazz version of some christian song.
Abraham has agreed to credit the $301.27 that is in dispute.
He has agreed to email me the 2 bills that are outstanding and we should be right to pay them.
There is a early cancellation of the contract fee. I think $143.63
Contract changed over on 4-APRIL but was slated to run till 3-JUN-2011. Hmm. I thought I had checked that it was out of contract.
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29-04-2011 email to SMBMobile@optus.com.au
Hi Andrew,
Can you reply to me to let me know that this email got through.
The issues with my account have been going on for a frustratingly long time,
you can read the long story on your system and also here
http://thomsoneu.blogspot.com/2011/03/bloody-optus.html
With regard to the two invoices you sent me - Thank you.
413911638 - No issues will pay that today $62.
419443896 -
This is the final invoice and I see on it.
Page 2
19-MAR-2011 Late Payment Fee $17.14
I dispute this as I had been in regular contact with Optus. You will also note that we paid the non disputed amounts of the various invoices.
I request that this amount be removed. You will also note in the 29-MAR-2011 phone call with Optus that I was told that financial issues were on hold for 14 days.
Page 3
4-APR-2011 Contact Cancellation Fee $149.63
4-APR-2011 Equipment Payout $23.60
The contract was due to expire on 3 June
I moved it to Voafone out of frustration on 4 April.
That is 2 months. (all of April and all of May)
If I had done nothing, the monthly charges, the amount I would have paid would have been 2 x $62 = $124 vs the $173 you charged me.
How can you justify that kind of cancellation fee given the circumstances that lead to me moving away from Optus?
THE REQUEST
I request that Optus
1 Delete the late payment fee of $17.14
2 Delete the Contarct Cancellation Fee of $149.63
By My calculations the invoice should be $32.26 including GST.
Remember that the first month invoice actually included one months pre payment that is the service charges for the last month.
I will today pay by eft $32.26
OPTUS BILL AS PRINTED (ALMOST) | What the Bill Should be | ||||||||||||
Item | Ex GST | GST | INC GST | Ex GST | GST | INC GST | |||||||
Page 2 - Late Payment Fee | $ 17.14 | No GST ! | $ 17.14 | $ - | $ - | ||||||||
Page 2 Data Credit | -$ 0.71 | -$ 0.07 | -$ 0.78 | -$ 0.71 | -$ 0.07 | -$ 0.78 | |||||||
"Account Charges" | $ 16.43 | -$ 0.07 | $ 16.36 | -$ 0.71 | -$ 0.07 | -$ 0.78 | |||||||
Page 3 Contract Cancellation Fee | $ 143.63 | $ 14.36 | $ 157.99 | $ - | $ - | $ - | |||||||
Page 3 Equipment Payout | $ 23.60 | $ 2.36 | $ 25.96 | $ 23.60 | $ 2.36 | $ 25.96 | |||||||
Page 3 International Calls not in cap | $ 5.73 | $ 0.57 | $ 6.30 | $ 5.73 | $ 0.57 | $ 6.30 | |||||||
Page 3 Data Charges | $ 0.71 | $ 0.07 | $ 0.78 | $ 0.71 | $ 0.07 | $ 0.78 | |||||||
"Total for this mobile number" | $ 173.67 | $ 17.37 | $ 191.04 | $ 30.04 | $ 3.00 | $ 33.04 | |||||||
Page 1 Sub Total ex GST | $ 190.10 | $ 17.30 | $ 207.40 | $ 29.33 | $ 2.93 | $ 32.26 | |||||||
Page 1 GST | $ 17.30 | $ 17.30 | $ 2.93 | $ 2.93 | |||||||||
Total This Bill | $ 207.40 | $ 207.40 | $ 32.26 | $ 32.26 | |||||||||
Note the Bill shows 17.39 GST and 207.39 Total | |||||||||||||
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2-5-2010 Sent by web form at https://www.optus.com.au/portal/site/aboutoptus/menuitem...........
SMBMobile@optus.com.au
If not, read it and all the history here
http://thomsoneu.blogspot.com/2011/03/bloody-optus.html
Please contact me to confirm receipt of this message.
Note that they are promising "prompt attention". I have never actually received a response from any of the messages I transmit by this method so we wait and see.
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5-5-2011
Received email from Optus advsing
Thank you for your reply Mr Thomson.
I have sent your e-mail to the manager who you were speaking with, Abraham, to address your concerns.
Yours sincerely,
Andrew | Support Services Executive | SingTel Optus Pty Limited | Small Medium Business | t: 133343 | f: 1300 550 891 | www.optus.com.au
11-5-2011
Received a text message from Optus advising
"Your latest bill of $136.08 on account 8573501500168
is read at www.optus.com.au. If you need to pay by phone, call 1300 309 309"
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18-MAY-2011
Received a phone call from Abraham at Optus.
He is going to waive the outstanding amount ($136.08 I believe)
The balance of the account will now be set to zero.
Will take 2 business days to implement.
He asked if there was anything else and I suggested that Optus find a way to resolve these issues quicker and then they would not blow up the way this one did and I might still be with Optus.
hallelujah hallelujah hallelujah
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11-JUN-2011
oops celebrated too soon.
Received a text message from Optus stating
"Your latest bill for $15.09 on account 8573015000168
is ready at www.optus.com.au
Due date of latest bill: 21-06-2011.
To pay by phone call 1300309309"
14-6-2011
Sent email to SMBMobile@optus.com.au
Hi Andrew
...
..bla bla bla..
.
Can you
a) Reply to this email to let me know you have received it.
b) send me a copy by email of said bill because I can not access on the net as previously explained.
c) Set the amount to zero.
d) Send me an email confirming the account is set to zero.
If you have any questions then
a) Read the history - http://thomsoneu.blogspot.com/2011/03/bloody-optus.html
b) Call or email me.
frank.thomson@syndetic.com.au or 0414 329 164
-----------------
23-6-2011 email from Optus
Dear Mr Thomson,
Thank you for your reply.
- Your e-mail has been received
- The 7th of June invoice is attached to view
- I have asked Abraham if the Late Fee can be waived. When I get his reply I will confirm by e-mail.
Regards,
Andrew
Support Services Exec | Mobile Web Customer Service| SMB | Optus
Support Services Exec | Mobile Web Customer Service| SMB | Optus
T: 133343 | F: 1300 550 891 | 271 Collins Street, Melbourne VIC 3000
www.optus.com.au
www.optus.com.au
COMMENT: What a way to run a company. No wonder they have to employ so many customer service people. So many complaints and every complainer has to make dozens of contacts to deal (& probably not resolve their issue). Think how much cheaper and more efficient it would be if they allowed the front line staff to refund or forgive on the spot one issue per year per customer.
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29-6-011 Email from Optus
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29-6-011 Email from Optus
Amazing don't you think that it has taken this long!Dear Mr Thomson,Thank you for your patience.Abraham has confirmed the Late Fee has been credited and will show on the next account issued.Regards,AndrewSupport Services Exec | Mobile Web Customer Service| SMB | OptusT: 133343 | F: 1300 550 891 | 271 Collins Street, Melbourne VIC 3000www.optus.com.auThis email may contain confidential...
Do you mind giving me an email address of someone (anyone) at Optus - I need to send an attachment and their website doesn't give out a single email address.
ReplyDeletePlease help :(
This was the email address I used
DeleteSMBMobile@optus.com.au