Thanks for reaching out to us here and for sharing a detailed description of what's happened.
We do apologise for the runaround you've had when looking for assistance with your excess data usage and damaged device.
With regards to your Leased device, our Leasing plans (My Plan Flex) offered a way for customers to pay around $10 less per month when comparing it to a regular plan (My Plan Plus). It also offered an option to upgrade your handset and plan after completing 12 months of your Lease by paying a $99 Flex Upgrade fee and returning the handset back to us in good working order.
If the phone is damaged, damage fees are applicable should you wish to return the phone in this condition and would have been started on your contract or CIS when it was signed.
If you’re still needing a hand, we recommend messaging us via the My Optus App. The team is available 24/7 and are ready to assist customers as quickly as possible.
If for some reason you’re unable to, if you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance mentioning you’re unable to use the My Optus app.
We're sorry we left you feeling this way, @Gmori3. In regards to lodging a complaint with the Ombudsman, I can raise this on your behalf. From there, your case will be referred to our Customer Relations Group (CRG).
So about halfway through the first year I contacted Optus to stop adding $$$$$$ on to my data Every time I “run out” and they told me “after the call it would be turned off”
This is the only ray of hope in your situation. The fact that they told your that they would turn off the extra data charges should give you a great chance of getting all (or at the least most) of your data charges since that time refunded. Hopefully there will be enough credit there to pay off the phone and even return some money to you.
Please let us know how it all turns out.