I've had to call the customer service and/or online chat about my billing since I started my new plan ini April... terrible mistakes one after another.
I signed up to the $48.75 per month for the Galaxy S7 back in April (Family and Friend's deal, 25% off $65 per month), they charged me $100 per month for the first two months with promises of providing a refud (after calling or online chat), and last month they charged a device payout fee (I have no idea why) of close to $1,000... Was told (online chat) this would absolutely be reversed but this month they did not do that! In summary:
April - Correct Fee = $65, Charged $100
May - Correct Fee = $48.75, Charged $100
June - Correct Fee = $48.75, Charged close to $1,000
July - Correct Fee = $48.75 with refunds of incorreectly charged amounts of the last three months, Chraged $48.75 with NO refund
Is there someone compentent I can talk to based in Australia to resolve this... or is TIO the only way to go
I suspect it will all come out in the wash but certainly understand how annoying/scary having a company bill you $1000's in error.
As a precaution, I suggest for future contact with Optus you try get a reference number to any exchange. Ask any customer service person to note down the outcome / followup that was decided in your file.
That said, it seems like you've initially just been put on the wrong contract. Optus Customer service people usually try to be helpful in these cases but sometimes they seem to create their own solution rather than follow procedure (if there is one).
In your case I'd imagine whoever you've taked to has tried to cancel the incorrect contract and set up the correct one. This has been interpretted by the system as you defaulting on your contract and the standard cost of that has been billed.
FWIW I don't think the TIO is needed just yet, perhaps another call to them today and try confirm if what I've said is correct and if they've applied a credit against your account of $1000 ish and if you are now on the correct plan. Talk to Billing specifically, not just customer service.
Good Luck and let us know how you go.
Thanks Peter, but I have been speaking to billing for the last 4 months and every bill has ended up being incorrect, I have lost all confidence in them to be able to resolve this. Is there a direct line or alternative number that can be called that you know of?
Below are extracts from my latest bill, which shows they have NOT applied a credit or refund of the $1,000 incorrectly charged last month. When I log into my account it still shows I am requried to pay $48.75 (if they provided a refund/credit wouldn't it show my account is in credit?)
That's not how it read your bill.
Your post seems to show the mistake (Last Bill -994.25) and then Optus fixing it (Adjustments +994.25) => Balance $0.00.
I assume you haven't paid that money? So now you're left with what you owe for the month based on your correct plan which is (Total Amount Due $48.75)
Are you still out of pocket for the first few months of $100?
The $994.2 5 had come out of my credit card as I had direct debit setup, so your interpretation is not correct. No credit or refund has been provided this month.
You can see the 'payment received' on the second box which means this is from my credit card not a refund by Optus.
And still out of pocket for the first months of $100 as they've not adjusted correctly.
Ah, The box can be Payment received (You) or Adjustment (Optus). So you've confirmed your credit card has actually been debited?
On the plus side it seems they have finally started billing you correctly (i.e. $48.75 a month).
On the minus side they've yet to work out the $1100 they owe you. As I said it sounds like the system has recorded the handset fee (at the risk of assuming I assume you have a handset included in your plan?) as cancelled (as a helpful cust service person tried to fix the initial error) and thus due all at once.
See what another call to optus can get you.
Hey @ameliakmt, I've replied back to your PM.