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Content Refund Offer

Optus
Online Community Manager
Online Community Manager
2 21 24.1K

If you have received a notification about a content refund offer, please read below.

 

“We identified you may have incurred third party content charges you shouldn't have paid for.

To make things right, we’re offering you a refund of $XXXX.XX for these charges. Visit

https://dcbrefunds.optus.com.au for more info or to accept this refund using your unique <PIN> . “

 

If you have additional questions, (please read the FAQ’s below) you can chat with us anytime at optus.com.au/livechat  or comment below Smiley Happy

FAQ

 

  1. What is direct carrier billing?

 

  • DCB is a payment method which enables customers to purchase third party content on a one-off or subscription basis from a third party (DCB content),and have the charges for that content billed directly to their Optus account.
  • DCB content purchased via the DCB service includes "premium" content services (such as news websites), downloadable applications such as games or ringtones) and other content (such as "voting" in television programs) not obtained via the Optus Smart Shop or an app store (such as the Apple App store or Google Play store).
  • DCB doesn’t include Premium SMS, Infocall, Optus branded media products, or content supplied through an app store such as Google Play or the Apple app store.
  • DCB is different to Premium SMS services to which the customer subscribes by sending an SMS.

 

  1. How did Optus charge me for services I shouldn't have paid for?

 

The systems and processes that Optus used to bill DCB content were not adequate and Optus has acknowledged this to the Court.  The Court has imposed a $10 million penalty on Optus (which Optus has paid), and Optus has committed to the Court to offer refunds to customers that incurred third party content charges that they shouldn't have paid for.   

 

  1. Does Optus still offer direct carrier billing?

No.

 

From 24 August 2018, Optus ceased offering DCB content (other than a limited number of services for one-off content for TV shows, magazines and mobile gaming, which require express customer agreement to each purchase being charged to the customer's account). 

 

Premium content provided by certain third party providers was not affected by the issues with DCB content.  Premium content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:

  • Google Play
  • Microsoft Store
  • Spotify
  • Netflix
  • Premium SMS (TV Competitions and voting)

 

  1. How does the offer of a refund work?
  • Optus is required to identify and communicate with current and former customers that are entitled to a refund.
  • Customers that are offered a refund will be invited to visit an Customer Refund Portal and enter a unique PIN which allows the customer to accept the refund. The screens and text that the customer will see is as shown above under Customer Communications.
  • Current Postpaid customers that accept the refund will have a credit applied to their account within 30 days. Former Postpaid customers and Prepaid customers will be asked to confirm their mailing address and a cheque for the refund amount will be sent to them to present at their bank.
  • Optus is communicating with customers by a mixture of email and SMS (using the customer contact details that it has). The Optus website will also contain information on how refunds can be claimed.
  • Live Web Chat will be available to customers that may have questions when visiting the Customer Refund Portal to accept their refund. 
  • Current and former customers that complain to Optus that they are entitled to a refund or a different refund, can contact Optus to complain and Optus will deal with that complaint directly in good faith.

 

  1. Does this impact all third party content?
  • This change only impacts some third party content (non-Optus) services and subscriptions.
  • Premium content from the following third party providers remains available and you can continue to consent to that content being charged to your Postpaid account or debited from your Prepaid credit balance:
    • Google Play
    • Microsoft Store
    • Spotify
    • Netflix
    • Premium SMS (TV Competitions and voting)

  1. Can I be sure that the offer of a refund is not a scam or hoax?
  • The offer of a refund by Optus is not a scam or hoax. It is genuine.
  • Optus has committed to the Federal Court to offer current and former customers a refund for third party content services they shouldn't have paid for. The offer of refund by Optus is being done to fulfil that commitment.

 

  1. Is the information I provide to confirm my mailing address secure?
21 Comments
Smacme
Occasional Visitor
Occasional Visitor

I am receiving this benefit for a scam that used my number, thanks Optus 

Stevekelsen
New Member
New Member

Is the refund offer genuine ?

Ray_YC
Online Community Manager
Online Community Manager

Yes, please refer to FAQ #6.

Frederic45
Occasional Visitor
Occasional Visitor

You may get an automatic refund if you uninstall a paid app shortly after first buying it. If you want to reinstall the app, you'll have to buy it again and you will not be eligible for a refund on that purchase.

PSPS
Occasional Visitor
Occasional Visitor

In the email I received, it displays my account number like this:

1.23456E+13

The digits it shows are correct, but would also match many thousands of other accounts. Is it any wonder people are suspicious?

 

Having to enter a PIN also makes it look like spam. Why do we have to enter a PIN? Who wouldn't want a refund? Why not just give everyone the refund without them having to do anything?

Ray_YC
Online Community Manager
Online Community Manager

It's not common for the account number to display like that. Possibly caused by software used to open mail on the device. 

The PIN was part of the 2 factor authentication for the portal, customers have the option to call Optus and we are able to process refund that way.

PSPS
Occasional Visitor
Occasional Visitor

It opens like that in Outlook and in gmail. It's in the source of the email, it must have been sent like that. I can't see how any email software could put out a long number and change it to scientific notation. Seems more like the sort of thing that could happen during a mail merge.

 

I clicked on the link and entered the PIN, and it said it had already been used. Our account manager says the email is "all fake". The URL I clicked on went to an optus.com.au address.

Ray_YC
Online Community Manager
Online Community Manager

What e-mail address did it come from?

uncleyak
Occasional Contributor
Occasional Contributor

Dear CEO Optus. 

 

You know whether I am still an existing customer, so put the refund directly in my account !!!  This is a joke process and the Ombudsman needs to know about it.

 

Whoever reads this, also note that the staff in Optus will put a block on your mobile phone so that these charges cannot  go through anyany.

 

Whoever reads this, also note that Optus NBN says it is a $85 package but if you ask in store, they will do it for $70 per months (or did for us).

 

PUT THE MONEY IN MY ACCOUNT PLEASE

Ray_YC
Online Community Manager
Online Community Manager

Hi,
Thank you for raising this issue.
This is not something that we can assist with here on the forum.
Please Chat with us or Message Us from your My Optus App under the Help menu. 

uncleyak
Occasional Contributor
Occasional Contributor

Not sure why we need to go offline to discuss why Optus will not put the funds back into accounts that are still active.  You still have my mobile to send me a text, so match to my a curret account.

 

Not that hard to do.,   

 

Then send the "dodgy appearing text and accompanying process), text to the people who have closed accounts since they were duped.

Ray_YC
Online Community Manager
Online Community Manager

We don't have visibility of or access to your account here on the forum, which is why you need to contact Optus to arrange or make a complaint about the process if you are unhappy with it.

BuffyS
Occasional Visitor
Occasional Visitor

So what happens if you deleted the text message because it looked like a scam.

Ray_YC
Online Community Manager
Online Community Manager

Please Chat with us or Message Us from your My Optus App under the Help menu.  

Sinderella
Contributor
Contributor

WOW! I too initially thought this was a scam. So glad I didn’t delete it and decided to investigate. Didn’t take me long (searched and found ACCC court decision on DCB refunds) to discover that all Telcos must compensate customers. I will receive $864 by cheque as it is a prepaid service that I’ve had for 8 years. I don’t even know how I have been overcharged but I enter a lot of competitions using premium services.....

Jessica01
New Contributor
New Contributor

I've had so much $$$$ taken from me over the years due to third party apps and Optus have repeatedly told me I'm not entitled to a refund. 

Now this is showing customers are receiving codes to access a refund and I'm getting nothing??!! 

AlistarS
Online Community Manager
Online Community Manager

 Hi @Jessica01


The campaign is ongoing as more customers are identified to have been impacted. If you believe you're entitled to a refund, contact us and we'll investigate further. 

Sinderella
Contributor
Contributor

It’s been six weeks now and no refund cheque. Fortunately I have a reference number and will ring the Financial Services Team to see what’s up

P22
Occasional Visitor
Occasional Visitor

I have also waited 6 weeks and still no refund.  It does not take 6 weeks to process a refund. Very annoying to have to follow up and no doubt wait another 6 weeks.

Ray_YC
Online Community Manager
Online Community Manager

Disappointing to hear it has taken longer than it should. 

As Sinderella mentioned,  we encourage customers to contact Optus to discuss any questions they may have regarding Direct Carrier Billing and refunds by phone on 1300 720 225  

Two-Dogs
Contributor
Contributor

I was also wondering why it has taken so long. I got this message a few minutes ago...

 

"As of the moment, there's no time frame provided however Optus is reaching out to the third party content provider to have the refund release as soon as possible."

 

Pretty poor way to handle the whole situation. Well it just reaffirms my desicion to switch my phone's to different  providers at contracts end.