I've been trying to upgrade my plan (not recontract - just increase). I've been using the website https://offer.optus.com.au/mobilerpc/ to enter my phone number and validate my service. I'm currently on a $120 my plan plus and the website then gives me 2 options: $125 my plan plus or $145 my plan plus. I've tried this numerous times now and it keeps saying that the order has successfully been submitted but I never recieved any confirmation emails or anything. I've spoken to someone on the optus chat, and instore, and over the phone and they keep telling me this is only for new and recontracting customers.
There are 2 issues here: 1, the critical information summaries clearly state 'You can change your plan during your contract term provided you move to a plan with a higher monthly access fee.' and 2. these are the plans that are being offered tailored to my phone number after validation.
I'm tempted to approach the ombudsmun with false advertising complaint.
Any assistance would be greatly appreciated.