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New Contributor
New Contributor

Cancelling plans is too difficult

I have been trying to cancel 2 out of my 6 services.

Calling up it takes forever to get permission to talk to the cancellation team. Then mid day they have already left and unfortunately I can’t talk to them.

I used the messenger app as requested and the wait time has been so long that I have given up three times now. The next morning I see that someone responded 35 minutes later with ‘Hello’ and then hung up.

The app expects you to keep it open and for the user to stare at the screen. Who would sit there and stare at a screen for 30 mins? Who has that kind of time?

I went to a store and they told me they can’t help. I can sign up in 5 minutes but cancelling takes days of persistence and no success yet.

This is stupendous behaviour from Optus.

You are alienating customers.

Why can’t we cancel in the app? Why is there no call back option?

This is the first time I have wished I was with Telstra.
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Moderator
Moderator

Re: Cancelling plans is too difficult

Hi Monkeybrain


If you're having trouble discussing cancellation through the My Optus app please feel free to send our social media team a message on Facebook or Twitter. They'll be able to assist you with this.

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Honoured Contributor
Honoured Contributor

Re: Cancelling plans is too difficult

Its not great is it? There definitely should be some easier way to cancel however I suspect that in the moment too many might impulse cancel because of an issue. Also Optus no doubt knows its best to be able to have a chat with someone cancelling (to try dissuade them). I'd also imaging there are subset of people that would be embarrassed to cancel with a person (but would be fine if its just a setting in the app)

Bottom line is that Optus no doubt reckons they'd rather annoy (potentially soon to be ex) customers than make the process smooth.

Re: The Chat apps. Its not clear but Optus has moved to the extended 'conversation' model. You say something. Two hours later they'll respond. 30 minutes after that you check your phone and type something back. Its not ideal but it does mean that you don't have to sit around waiting and looking at your screen. It just might take the better part of the day to get to the end of the process is all.
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New Contributor

Re: Cancelling plans is too difficult

Hi

I am not an ex customer after I cancel. I have 6 services and want I remove 2 and would still be a customer. Why not make it convenient to change my plans instead of acting like I am about to move to Telstra.

Other thing is that the messenger model isn’t as you have described. I send a message with the details, then I wait for 30 or 40 minutes. I give up and close the app. Next day I can a message along the lines of ‘Hello, are you there’ and then it states that due to inactivity the thread is closed (or similar). The next day I have to start all over and rinse and repeat. Been trying to cancel for over a week now. I don’t have 2 hours to sit around and it is especially frustrating when I went to the store. I can get a new plan in 5 minutes but I can’t cancel it there. Unfortunately we are not allowed to do it here, is all I get. Please call our call centre. I have previously cancelled plans in stores and it’s a new policy. I know the managers have permission to access the relevant drop downs in the system.

I called up but then their cancellation team unfortunately wasn’t available.

I will have to keep wasting time and hope that one day I will manage to cancel those plans and keep paying.

This experience is so frustrating and surely not legal. If it is easier to cancel a gym membership you know there is a problem.
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Moderator
Moderator

Re: Cancelling plans is too difficult

We're sorry for the frustration this situation has caused you, @Monkeybrain


Please send a private message to the official Optus Facebook or Twitter page and we will be able to give you a hand there.

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New Contributor
New Contributor

Re: Cancelling plans is too difficult

Hi


Will do. I dont use Facebook but I can sign up to Twitter.


Don‘t you think it is odd that I have gone to a store twice, used the messenger app, go on the forum, call up and now need to use Twitter to try to get my accounts sorted? 

 

I get that Optus needs to reduce its costs to make a profit but iiNet is a great example of how to do it well. You call up and then enter a number and you get called back. It is straightforward. 

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Honoured Contributor
Honoured Contributor

Re: Cancelling plans is too difficult

Yes I do think it pretty strange you need to join social media platforms to get a support discussion going.

I like the Vodaphone idea although I'd worry that often you're no longer near your equipment when the call comes through. Perhaps they could allow you to set time frames? Unfortunately Optus do have a track record of promising to call back (after they fix something) and never doing so.

I think the Optus extended conversation is workable but takes getting used to. Its potentially an excellent way of crowd sourcing a lot of different agents to help resolve the one problem. They could even categorise the issue to ensure 'specialists' get involved at some point.

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New Contributor
New Contributor

Re: Cancelling plans is too difficult

I agree that the idea is good. It isn’t well executed at the moment. Three times I tried to use it and it ended up being a dead end.
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