My postpaid mobile contract ends next month. The Optus app advertised "get ready. upgrade early - plus, all your remaining handset fees on us." I clicked on the promotion banner and placed an online order to upgrade my service for a new contract. I then received emails to call in regards to the order (no one tried to call me, I had to call them and wait 30 minutes to get through but that is another story), and was informed that I was liable to pay remaining handset fees. I explained the promotion via the app but no one in online orders had heard of the promotion and a resolution could not be reached so I cancelled the order. Optus should not advertise a promotion that they cannot then honour. When the plan ends I now plan to change providers as a result after wasting a lot of time achieving nothing.
That is strange. Occassionally Optus misprints offers so perhaps this is a case where the word "Handset" was incorrectly used. Normally Optus might waive the last months contract (you actually still pay for the month, they just let you trade up a month early). Handset fees are generally always payable for a cancellation - there's obviously actual out of pocket cost to Optus on those. Example here
One of the mods might alert the OPtus App or promotions people though.
@Jcjcjc - sorry to hear about what's happened here. Did you have a screenshot of the offer from your My Optus app? If you can send through a private message to us here, we're happy to take a further look into this for you and get this forwarded on to the relevant teams. We'll need your full name, DOB and account number.