Recently I discovered that for the past 12 months I have been getting charged over $60pm in 3rd party charges that I DID NOT sign up for. I have contacted Optus and asked for a refund. Was told that they would raise an investigation and get back to me within 10 working days. I requested that it be expedited and gave them half that time to respond. It is 12 days or 8 working days since that call. I called back today and was told they rang me on the 26th October (the day after my initial call). I did not receive a call, nor a message from them and they did not try and call back on either of the numbers I provided. When speaking with Optus today, they advised me they would email the investigation team and get them to contact me again. I asked them to be put through to "Pat" and was told there was no way this could happen, that the person I was speaking to didn't even have a way to contact them. Has this happened to anyone else and if so what advice can you give? It seems to me that I will have no option but to contact the ACCC and the TIO because the business practices of Optus leave a lot to be desired. I have read that 3rd party charges are not permitted and that Telstra and Optus have been penalised for this in the past.
Just follow the advice from @petergdownload in this link;
Hi @madroy - We have committed to undertake a comprehensive review of customers affected by such activity, and to provide refunds where appropriate. If you believe you have been affected and are yet to get a refund, please submit an enquiry via our website for further investigation → https://offer.optus.com.au/for-you/support/complaints1 (in the "Which account are you experiencing issues with" section, select "Direct Carrier Billing/Premium SMS"). We will be in contact to confirm the outcome of our review.