Optus Can't Find BPAY Payment

LElleV on 01/11/2017 - 11:46
Last edited 01/11/2017 - 11:57 by 1 other user

Desperately need some advice on what to do, if anything can be done.

Paid a bill via B-pay through phone.

Merchant said they haven't received any funds and have lodged a missing payment request only for finance to get and say there are no payments found in their system from us.

Bank has confirmed the transaction has gone through.

Double checked biller code and crn number. All correct.

It's at the point where it's overdue and late fee has been applied.

Provider is threatening to cut off service if we don't pay the "overdue" amount.

I'm in limbo with frustration.

Ideas anyone?

Related Stores

Optus

• 

  dollarmenu on 01/11/2017 - 11:49

  +1

  ombudsman

  • 

    ElleV on 01/11/2017 - 11:51

    Would you know the turn over time for a response them?

    • 

      dollarmenu on 01/11/2017 - 13:28

      Last time I had a telstra issue it was about 7 days.

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  jellykingdom on 01/11/2017 - 11:55

  I think you'll be best to pay it twice, and then chase the missing money

  • 

    Sunny84 on 01/11/2017 - 12:02

    +4

    if you do this then make sure you add a few cents extra to the second transfer to be able to distinguish the payments

  • 

    ElleV on 01/11/2017 - 12:06

    Was afraid of doing that out of principle. Might have to just bite the bullet do it.

  • 

    airzone on 01/11/2017 - 13:14

    +1

    Not a chance. If they can't find it now, what makes you think they will find it later?

    Op should just send the receipt and tell them to deal with their financial service provider.. And to take off the late fee.

    • 

      jellykingdom on 01/11/2017 - 20:00

      In the meantime, he has no phone

      • 

        airzone on 01/11/2017 - 20:42

        TIO

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  Any thing on 01/11/2017 - 12:11

  I don’t understand how this works. If you can provide proof of payment isn’t it up to them to sort it out from there? Did you make the payment as per the BPay instructions on the bill?

  • 

    tomsco on 01/11/2017 - 13:17

    That's what I'd think.

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  Almost Banned on 01/11/2017 - 12:20

  Any financial institution using the Bpay system is obliged to honour transfers through it.
  You need to escalate this to your bank's complaints section.

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  Baysew on 20/12/2017 - 12:34

  Any update on this?

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  ElleV on 20/12/2017 - 12:48

  +1

  Apologies delayed update.

  Ended up complaining via TIO.
  Optus contacted me 7 days after they received the TIO complaint. Ask for proof again. Send them bank statement and receipt via online banking.
  In the mean time, my phone got cut off for a few days. Then got a call and email saying they’ll credit the ‘arrears’ and late payment fee account. They didn’t reinstate my phone automatically. Called them, they said they would send a request through to activate my service.

  If it happens to anyone: Go throug TIO straight away. Issue was resolved within 15 days.