Optus broke their record with me.
1 hour 3 mins wait time + 16 mins of talk time to resolve an issue of direct credit billing.
No confirmation sms as requested to confirm resolution of conversation.
Poor and unaceptable customer service.
Need to lift their game if they wish to retain customer base.
Sorry, when you say "confirmation of conversation SMS" are you asking them to SMS the entirety of your conversation to you?
The most you might get is a "The credit of $xx.xx is being applied".