Got Charged for International SMS for Doing Optus Customer Service Survey

I just received my mobile bill and saw a change for 50c for an SMS to Chile.
I looked at the number on the bill that matched to my existing SMS (5678). It was for an Optus customer service survey where you give a rating 1-10.
My mobile is with Telstra with unlimited local SMS. I was updating an existing Optus Internet plan for my parents house on that day over the phone.
OK so 50c isn't going to bankrupt me, but in principle, can Optus charge me international rates when I am in Australia and making a local enquiry? Is it a penalty for me for using a Telstra service to reply to an Optus text?

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Comments

  • +1 vote

    Telstra charged you for making an international sms.

    Was the sms number overseas?

    •  

      The number is just "5678". The SMS was "How likely are you to recommend Optus to friends and family on a scale of "0" not at all likely to "10" extremely likely? [email protected]/smsmktr"

      • +16 votes

        Spend another 50c, send another text and rate them 0.

      • +1 vote

        Could it be an error on Telstra's part? I'd raise a query with Telstra on the basis that it's not an international number if I were you.

        •  

          I was also wondering, If I were to make a first contact, who it should be. I would assume Telstra would say it's an international routed number so not their problem, but not sure unless I start making enquiries.

  • +2 votes

    5678 would be free on optus and could be routed totally differently on telstra. In fact I doubt optus got the response. These short codes are normally carrier specific

    • +1 vote

      Yeah perhaps 5678 is the spoofing number on the phone, but the actual number they used is the Chilean number. It makes me wonder if hundreds of people are getting charges also.

      •  

        fortunately my post paid service barred me from sending international text.

  • +1 vote

    I applaud you for looking at your bill. I must admit, I haven't looked at mine in years.

  • +1 vote

    +56 is Chile, you probably sent a text to the number ‘78’ in Chile. Short codes don’t work outside their originating network. You shouldn’t have replied to the text.

    •  

      I see , this makes sense now. Sounds more like Optus is the issue then. I didn't know about this. But then I just replied back and i can imagine lots of people do this too. Still doesn't sound fair in principle by Optus.

      • +1 vote

        Yep not fair, but you were charged by Telstra - how were they to know you didn't mean to send it to Chile? I doubt you'd get anywhere asking for a refund as Telstra delivered the message as addressed.

        Optus shouldn't use shortcodes and should use the whole number when sending. I'd let Optus know it's confusing and doesn't say that it will only work on their network though. They may give you goodwill credit against the internet service bill.

        •  

          Yeah I think i may let them know about this, as I can't imagine I'm the only one. 50c is nothing, but knowing the carriers are making heaps when you add it up isn't really fair business.

    •  

      country code only works if it's followed by a + sign - i.e. your theory only works if OP texted +5678, but not if the number they texted is 5678

      •  

        so is it the phone text app that convert to +5678?

      • +1 vote

        Yep, and he’s gotten a bill that says he texted Chile.

      •  

        Correction, if it follows a + sign

  •  

    How valuable is your time to sort this out?

    • +1 vote

      That's exactly why I said it not going to bankrupt me and was asking in principle.