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Emilyhakanson
New Contributor
New Contributor

Charged for phone I never received!

At the beginning of September I upgraded my phone and plan online. After much confusion and talking with Optus over online chat and numerous phone calls I figured out that I had signed up for a lease phone instead of an owned phone. After many more phone calls I was eventually told that the new phone had been cancelled and the new contract had been cancelled but that the phone had already been dispatched so to refuse recieval of the phone when StarTrack delivered it.


I did this and even received a message from the woman in customer service (her name was Noi from the Melbourne Optus team and her ID number is [removed for privacy]) that my plan had indeed been cancelled and that I could go ahead and re do the upgrade.

I had had decided to wait and see how things went for a while in terms of prices and the release of the new iPhone X.

Now upon viewing my phone bill I can see that I am being charged a handset fee for an iPhone 8 which I do not nor ever had and that my contract has been changed from the $60/month plan to $40/month plan with a new expiry date set in 2019. I was told this was all sorted and now I’m back to share one.

This whole experience has has been a nightmare and is making me seriously second guess my choice in provider as I have been an Optus customer for over a decade. Please help!

Emily

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keho
Occasional Contributor
Occasional Contributor

Re: Charged for phone I never received!

My best guess is that you go through billing, since that seems to be where the problem lies.  They haven't caught up with what happened in sales.  The first person you speak to will be no help, the second might, but if you are very patient you may end up talking with someone in customer service (probably in the Philippines) who may be able to get this sorted.

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JordanOptus
RetiredModerator
RetiredModerator

Re: Charged for phone I never received!

Hey Emilyhakanson, I've replied to your other post.

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