Is there a Business complaints phone number? As customer support has proven utterly useless, I ordered a brand new nbn bundle and was porting of our business phone number at one of our small sites as advised from a letter from optus, that our pstn line was going to be disconnected in late October.
The whole process was a drain and the support was useless where you could never contact the person you talked with the day before, so you would have to explain the whole scenario over and over and they all thought it was just a simple port as for some reason:
The port was stuck in regards to an order
The order had to be cancelled then was told the optus port to optus nbn was rejected ?? how?
Then number was lost to Telstra when it was cancelled
Then we had to wait for 3 days for Telstra to give the number back that was if they could get it back as we were told.
The excruciating process took 2 weeks to finally get the number business number back from a simple Optus to Optus port.
I could see why our Optus Business account manager didn’t want to get involved in regard to porting the NBN.
This was escalated and escalated till I couldn’t escalate no more, Know one would ever transfer you to the previous department or tech you discussed with even if you have their CP number.
What really irked me was when I contacted the optus we don’t care team about the whole process the Consultant obviously from overseas was just reading from a script with a real lack of empathy and stated it all went well!! What! I must have wasted at least 30 hours on the phone and not counting the cost to our business of the downtime and drama.
Is there an optus care team you can contact in Australia or is it just the overseas team where all the teams are disconnected and they can never transfer you to anyone with leadership because your overseas PR team. Well i'll just stop there.
Not that I'm aware of. As you alluded to, it's really something your Account Manager should be assisting with.
You may have better luck chatting with a Business Specialist.
Hmm, I didn't know avoiding messes was optional! I'm sure if his/her manager was aware of it they'd agree.
When did you submit the complaint? I'm sure you will get a response soon.
I'm sure they will be in touch.
Take my advice for what you will, I do suggest at least paying what is not in dispute as you risk potentially incurring late fees, service restrictions, etc. which can all be resolved after the fact however would only add to the hassle.
Unless they have a unique name or you happen to know their full name it's challenging for us here to track down someone without having visibility of your account details I'm afraid. I can't find a Sherree.
Once you have them on the phone, if it's not being resolved request to speak to the Manager. Get their name and ask what the complaint reference number is. If still no progress, let me know.
I'll send you a PM for you with an e-mail address to forward the email to.