Leave Optus once you can it’s the worst. They say that there is no service because of covid but that’s a lie if you want to buy a product there’s plenty of people to take your call. Try and do something aboutover charging and they don’t want to know you.
Every company is like that, they put a higher value on sales then they do on support, so sales staff are usually local, while support staff are overseas, and its the loss of overseas staff that has been the biggest bottleneck.
Do you mean you're unable to use Messaging or the Messaging team wouldn't assist you because they're only dealing with critical enquiries right now?