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New Contributor Sgr
New Contributor

Charged for free streaming

I have free Music and TV streaming (Netflix, Stan, etc.) with my mobile postpaid service, however I am constantly going over my data and being charged for it - this has happened four or five times now. Whenever I look at the data usage, the majority of the data is being used via these free streaming platforms. I have questioned this in the online chat, when I can get hold of someone, and the first time I asked about it, my details were not available.

 

I recently inquired about this issue again, and was told that it was because I ‘downloaded’ data, which I did not. I was offered a $20 one-time payment off my bills (I have gone over my data more than $200 in the last 3-4 months) and was informed my bills would be ‘flagged’. I am still waiting for feedback concerning this ‘flagging’. After this conversation, which I took screenshots of, I could not access further back than 2 months when looking at my data usage charts - I do have some screenshots of earlier ones. Has anybody had similar issues? How, if they were, did you get them resolved? 

10 Replies
Online Community Manager
Online Community Manager

Re: Charged for free streaming

@Sgr, I'm sorry you haven't been given any rock-solid info.

 

I'm more than happy to perform an investigation for you from my end. There's two things I wanted to make sure that you're across.

 

1). We need to ensure that the Music streaming & Mobile TV have been correctly configured on the account. If you log into your Optus.com.au/myaccount Click the Entertainment tab (right up the top of your dashboard) You're given the option to select Music, Sport or TV The add-on will either show as active or inactive.

 

2). The data insights tool will show you a breakdown of all your usage (regardless of whether it's unmetered).

The data you're actually being charged for appears on the first screen (the pie graph).

 

A comparison of the two should show that you're not being charged for data usage on apps that are unmetered. 

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New Contributor Sgr
New Contributor

Re: Charged for free streaming

Hi Dan, 

 

1. I have checked my data streaming and it is active; I have also checked to ensure that my aps are on standard, which they are. 2. The pie charts are showing Netflix/Stan as the main source of data usage and the bar graphs indicate this too. 

New Contributor Sgr
New Contributor

Re: Charged for free streaming

I also just checked the usage of Stan on my last bill April, when I checked it a few weeks ago, there were purple bars indicating that I had used approximately 3GB on the 11th of April, I have a picture of this. I just checked this same graph again and the bars have gone and there is no usage. I have both photos. Why has this changed? 

Online Community Manager
Online Community Manager

Re: Charged for free streaming

@Sgr, I'm happy to go in and take a look.

 

I'll compare your billed usage with what our systems have captured.

 You'll need to fill out the template below send it through as a private message.

 

Are you the primary account holder: Y/N

Your full name:

DOB:

Mobile number or order number: 

 

If you'd like to speak with a consultant in real time you can always speak with our sales support team on Live Chat → Optus.com.au/livechat. 

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New Contributor Pizza-Queen
New Contributor

Re: Charged for free streaming

This is exactly what has been happening to me for the last three days. I got charged $50 extra. Pretty much $10 an episode.

i chatted with three Optus people on chat that were useless & finally spoke to a customer service lady today who said it was fixed but tonight it has happened three times already.

i was credited the $50 & told to let them know if it happens again.

its ridiculous😡

im soo close to changing carriers

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Online Community Manager
Online Community Manager

Re: Charged for free streaming

@Pizza-Queen, let us know how you go.

 

It sounds like we might need to raise an IT case for you. You'll just need to follow the instructions I included in my comment above yours Smiley Happy 

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New Contributor jpenni1
New Contributor

Re: Charged for free streaming

The exact same thing has happened to me.
I have spoken to 3 different optus agents - who actually just kept repeating the same thing.
They stated i had been downloading stan which is absolutely false. I upgraded my sim only to 80gb (which was a nightmare to begin) - then added the streaming package onto my plan.
I finally realised stan had been using my data - when i enquired they said i had been downloading.
I know this is 100%not true as:

1. I upgraded my plan to 80gb because i do not have internet at home anymore 
2. Stan account is set to download only on wifi 
3. How can is be possible i have downloaded when i dont have the internet at home = I DONT HAVE WIFI.
What is worst is that everytime i stated this they kept copying and pasting generic facts about stand and downloading - its so frustrating and unbelievably unfair to get customer service like that - I have paid for and upgrade and package and to be treated like that is awful.

I wanted them to explain to me how this has happened but no one can.
Why would i add and pay for a streaming package that doesnt even work?
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Online Community Manager
Online Community Manager

Re: Charged for free streaming

Hi @jpenni1,

As per the above, you can request for an invesitgatiion to be done.

This is not something that we can currently assist with here on the forum. 

If you have a social media account, please send a PM to Optus on Facebook or a DM on Twitter with the details. 

If not, please chat with us.
If for some reason it is still not resolved, please follow our complaints process.
Let us know how you go. 


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New Contributor Marethyu
New Contributor

Re: Charged for free streaming

I have actually also had this happen to me

I increased my Stan usage because of Endgame being released so I decided to just load up a Marvel movie when I did my 2 hrs of cardio at the gym I then recieved a notification stating I was at 75% I thought this was an error so I ignored it

I then received a $10 data charge 2 days later I presumed tgis may have been because I had placed my data share sim info a nighthawk device I have so I removed it

I also made sure I wasn't using anything but StN & Spotify( accidentally clicked post sorry)

Bit I was still incurring data charges & I would go through a GB per day when the only thing I was doing was watching Marvel movies on stan 

I spoke with your live chat team when I recieved the 2nd charge they told me to wait for the bill & if the charges did appear I would be credited back. I then spoke to them again today & was told that I can only be credited 30% of the incurred data charges. I declined this credit as the issue seems to be happening. 

If a ticket is also possible to be raised & the issue fixed & the charges waived off because of this issue that would be great Smiley Happy 

 

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