This is a crowd support forum, it would be difficult for people to help you without any details of the issue that you are experiencing.
My suggestion is that you make the initiative to contact Optus via chat https://www.optus.com.au/notices/service-chat to discuss the issue.
Oh that's not good at all, UnhappyJ.
Hopefully you're on track now to get this resolved?
More info can be found here on Identity Theft
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