I feel rorted by Optus. What can I do?

OG Puppy Banana on 19/07/2014 - 13:20

Hi all, I am really peeved off at Optus and am looking for prior experiences in grievance procedures.

The Context

Today I went in store to ask why my My Optus app doesn't differentiate my social data usage from my total usage. I was very obnoxiously told that Optus hasn't served up free social data for over two years and that my Galaxy S5 contract validates that.

The issue I have is that in January, I came out of contract and Optus retention called me to get me to sign on. I told them I was moving to pre-paid with the Aldi/Telstra network because of the value it presented. After about 15 minutes of negotiations, I negotiated (or I thought I did…) an extension contract lasting until the S5 comes out. I would get the works for $40 a month (matching Aldi/Telstra) and when the S5 comes out, I will be able to get the same 1.5GB of data with free social data as I had in my existing plan. This was locked in and verbally agreed to over the phone. For the months it served, it was great, they even threw in movie tickets.

Upon signing up for the S5, I addressed the existing contract I had with Optus Retention in regards to my data and got the "yeah, yeah yeah… it's all there.." so I signed up.

Now, I'm told that no such agreement was made and there is no information log about my communications between 2012 and the time I signed up for the S5.

Moving forward, I'd like to see some accountability from Optus's end in manipulating my concerns when I wanted to leave, then pulling the rug from under me once I decided to stay.

What's the next step forward in resolution?

Thanks all!

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Comments

  • fedwood on 19/07/2014 - 13:38
    +1

    Call them up again, explain the situation. If they don't agree ask to speak to their manager.

    If you indeed did agree to this stuff on the phone, tell them you were lied to as that is what you were told and that your company states it records phone calls. Tell them you want to hear the conversation again.

    This happened to me with Voda and it was resolved in the end in my favour. Also throwing in the word Ombudsman occasionally doesn't hurt.

    Good luck!

  • OG Puppy Banana on 19/07/2014 - 13:54
    +1

    Unlucky that it happened to you as well! Sure, I'm keen to see if they have our talks on hand :)

    Will throw in the ombudsman line :)

  • [Deactivated] on 19/07/2014 - 13:54

    Yes, as described, and particularly if Optus has 'gaps' in their agreement recordings as you frame it, you have a high chance of a good outcome via an intervention - if necessary - from the TIO - Telecommunications Industry Ombudsman.

  • p1 ama on 19/07/2014 - 15:11

    I think threatening or throwing the word Ombudsmun in there is a VERY bad move at this stage. Before you start threatening them with any action, you should write down everything, call up with the sufficient evidence and reason it through with them. That's the best way to get the best outcome for you.

    Threatening them with further action usually won't get the best outcome for you. Think about it, if you were them, would you prefer it if people approached you diplomatically or if they threatened to report you to authority X?

    My suggestion is that you find all of the evidence you will need.

    Find the contract papers that you signed, find the dates on which you called them, when you decided to agree…etc. If you had called them, you can get this stuff from your call log. Gather all that information as well as what you think they told you (jot it down) and then give them a call and tell them straight that you called on X date at X time and an agreement for X was made.

    They will have the records of when you called…etc. If they try to deny that you called, then tell them that you have the call log on your phone and that it shows that you did call. If they deny what you agreed on, then tell them to listen to the recording once again. Everything that's agreed on contract is either signed on or recorded.

    My guess is that it was a misinterpretation or someone forgot to put through the free social media data thing for you at Optus. Best not to assume any purposeful wrongdoing from anyone. Just get all the info, call them and discuss it with them and see how it goes first.

  • Cheeper on 19/07/2014 - 16:04
    +1

    CSR's are known to tell porkies all the time… best to ask for pertinent points of your conversation to be emailed to you for confirmation. Some will do this.

  • Vhope07 on 19/07/2014 - 20:32

    I've never had success with a request for email. Most companies phone reps promptly say they have no email. Anyway - worth a shot and when they say they have no email you can have a chuckle.

  • OG Puppy Banana on 20/07/2014 - 11:43
    +1

    Plan of attack:

    1. Write down the conversations I've had with optus dating from my previous phone to my current phone.
    2. Outline the difference in my bill, citing that only through a retention scheme could I have been charged $40 off contract for the value I received. (Proof that there was Retention involved)
    3. Gather Contract evidence from my S5
    4. Call Retention and directly ask to speak to the manager. Request an audio log or transcript of all of our conversations. Diplomatically highlight the win-win resolution both parties are looking for.
    5. If not provided, then commence case with the TIO
  • goosegog on 20/07/2014 - 14:57

    Vodaphone is crap. Contact them continuously re coverage & always told "We are extending our network to provide the best coverage" -first time we were told that was 3 yrs. ago - still hasn't happened. In the past have also been with Optus & Telstra - no better.Don't know what the solution is to gain coverage apart from standing in the middle of the road. A lot to be said for having a landline.

  • OG Puppy Banana on 23/07/2014 - 12:01

    Update

    Thank you to all contributors, your input has been very useful.

    I never mentioned the ombudsman, rather, I just approached them directly via their fb page. Remarkably, I got a call on the Sunday arvo and a re-negotiated contract was finalised by Tuesday. Two very diplomatic chats occurred where I had the ability to explain my angle and my expectations in resolution. THen they went back to base and figured out what could be done.

    Ignoring the initial lies/mismanagement, Optus was very useful this time. They happened to take me from my 600mins/unlimited text/1.5GB plan and place me on a unlimited/unlimited/2GB plan at no extra cost for the remainder of my plan.

    I think the biggest lesson here to put back into the OZB community is that FB is a VERY POWERFUL tool in resolving a conflict with a big company.

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