Optus Is PURPOSELY Screwing Me over - What Are My Options?

Down Synjerome on 30/01/2019 - 19:58
Last edited 30/01/2019 - 20:02

I moved at the very beginning of the year and the place I moved to doesn't have NBN yet. I saw Optus had a 500GB 4G sim plan for $80, so I signed up for it on New years day (1/1/2019). I haven't been able to check my data usage once the entire time I've had the plan. It appears on the website incorrectly and it doesn't appear in the 'My Optus' app at all.

Since I have no means of checking my usage, I've gone into the live chat numerous times telling them that I don't want to exceed my 500GB and also asking for them to fix the problem and for them to also provide me with details of how much I've used. I've been completely in the dark this entire duration. Each time I've gone in (10+ at minimum) they've told me the same thing. The first thing they tell me is they'll fix it on their end and to expect a call in a few days, to which I've still never heard back from. They also tell me they're unable to tell me what my usage is.

Last night I was speaking to an agent for the better part of 2 hours in the live chat, and after hearing the same things over and over again I told them I would report them if it wasn't resolved. I then got a call earlier today from my partner and she told me the internet wasn't working properly. I put 2 and 2 together and assumed it was Optus intentionally fudging up my internet. I went into the live chat and asked why they were doing that. They assured me they have no means of slowing down my internet and that they were probably just upgrading towers in the area or doing maintenance. I still didn't believe them. I got my brother in law to come over who has the same plan and modem as me. We then ran speed tests side by side. He was getting speeds of 30+ mbps while I wasn't even breaking 0.5. I also put my phone sim in the modem and was getting proper speeds again.

The contract says they're supposed to send me usage alerts, but I haven't received a single one at all and my service details on their website are completely wrong (I'll attach a photo below).
I want to know what my options are, If I can report them, and who to report them to? I've been following them up non-stop, but it just goes nowhere. I've been with Optus for years, but now I just don't trust them at all. STAY AWAY FROM THIS PLAN.

https://imgur.com/a/lQ6QVfA

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Comments

  • stirlo on 30/01/2019 - 20:12
    +7

    It doesn’t look intentional… clearly something with your plan has gone wrong as your screenshot makes no sense. Possibly you’re still on your old 1.5gb plan and the system hasn’t updated properly.

    At this point, stop the theatrics and just lodge a complaint with the TIO. My guess is you’ll have it fixed by an Optus member that’s competent in a couple of days.

  • Down Synjerome on 30/01/2019 - 20:20

    Funny thing is that it's not one of my previous numbers, it seems that it was a number used recently as it we still getting text messages.

  • [Deactivated] on 30/01/2019 - 20:30

    The screenshot doesn't make sense.

    Maybe would be worthwhile asking them to cancel the current plan and then get you on a new contract with the same details as the previous one, including data and details. That should "refresh" everything.

    Speak with a manager straight away. Stay away from live chat, that usually very slow, with any company.

  • colbus123 on 30/01/2019 - 20:32

    Best wait until the bill comes through, then you can actually dispute charges, whereas right now the customer service team can probably only see limited info if you had changed your plan and the system is playing catch up

  • bobbieb on 30/01/2019 - 20:40
    +3

    In situations like this, I often find it useful to quietly recite Hanlon's Razor to myself several times.

    Never attribute to malice that which is adequately explained by stupidity.

    For the most part, large organizations and their minions have better things to do than single you and mess with you. On the other hand, screwing everyone over en masse… :)

  • kingmw on 30/01/2019 - 20:41

    Similar thing has happened to me before with changing mobile plans. It can take Optus a number of days/weeks to sort out their online/app usage display.

    As long as the plan stated on the right is correct then I would wait for the first bill to come through for them to setup everything properly.

  • Down Synjerome on 30/01/2019 - 20:48

    What would be the best course of action if I'm charged over the $80? Would I have a solid case seeing that I had no way to check my data and received no alerts?

    • HighAndDry on 31/01/2019 - 01:06

      There's no reason you can't track your own usage. Dozens of apps available for that purpose.

      • juventino on 31/01/2019 - 01:51

        sure. but you are trying to preach the 'be more proactive, less entitled and think outside the box' mantra to the wrong crowds.

  • elgrande on 30/01/2019 - 20:56

    I singed up to optus on a plan with x amount of bonus data. Took them 3 months to finally give me the bonus data. Endless hours on chat, getting transferred between the sales and support teams.. broken promises.. broken dreams.. I feel your pain.

    • Down Synjerome on 30/01/2019 - 21:08

      They did that to me last August as well.

  • juventino on 30/01/2019 - 22:48
    +1

    ok. Here is step to step actions you need to undertake

    1. Calm down and have a cold one.

    2. Save all relevant files and correspondence with OPTUS. You might need these for point 3 and can be used as leverage for point 5

    3. Contact the ombudsman (TIO) to file your concern. This will save you time going back and forth with OPTUS.

    4. Calm down and have a cold one. If you are getting anxious, check your computer and modem settings, some would record how much date coming in and out so you can estimate how much data you have used so far. Check your download folder ( yes that includes your hidden porn stash). If you are to exceed 500 GB, it will go to mostly downloaded items WHICH will be in your folder somewhere, with date of download so you can verify.

    5. Relax and wait for the bill. Dispute with optus using point 2 and 3 if necessary

  • garetz on 30/01/2019 - 23:29

    Looks like you have been throttled, what happens when you exceed 500gb.

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