According to my mobile Plan I have 300 mins international allowance on top of that i have added 150 mins international for 5$. SO that means I have 450 mins of international call allowance.
But every single month I am getting charged after 300 mins.
For example for last months bill I have used 380 mins and I have been charged around 80$ for every call after 300 mins where as Optus should only charge me if I cross a total of 450 mins. Everytime I have to chat with Optus to resolve this. This is getting tedious and sometimes the agent won't even agree.
How can I escalate this?
I don't believe you can add International Minutes to plans that already have included international minutes.
Hi @ahil - Peter is correct. My understanding is you're unable to increase the international call bolt on unless you change your plan, so the $5 international call back wouldn't work on your plan. Can you please confirm your mobile number, full name and DOB via PM? Happy to take a look.
Sorta begs the question how Optus came to be charging them for a service they couldn't use? Shades of the 100Mbps plans that could only do 25Mbps max?
A full refund of the unusable $5 per month is obviously required, but I'd also suggest that it is not unreasonable if a customer purchases a service and is billed for that service that they should expect that service. i.e. The amounts over $300 to date should also be credited IMO.
I agree with you there, @petergdownload. Generally if a bolt-on is added to a plan that isn't compatible, out systems won't allow it to be added. So i'm assuming something is a little off here.
With regards to credits, I don't want to agree to applying any adjustments at this stage as I haven't been able to look at the bill and determine what has gone on here, however if there is an error, we'd certainly be happy to adjust.