Thanks for that. If you read the Telstra forum, this forum and Whirlpool you will find the following occurs:
1. Telco advises customer to ring scammer on their number, never gets money back. I had legal threats doing it.
2. This forum tells me "Live Chat" may not even work.
3. Clients spend hours on the telephone without solution.
4. Courtesy and speed only returns once the Ombudsman is mentioned.
I hope that, as promised, Optus stops this nuisance this month as stated to journalists and the web.
To be fair, the volume of customers that come through YC make up such a small percentage of our customer base.
There were a few of issues with live chat over the holiday period. The issues mostly stemmed from the sheer volume of customers that we had trying to get through. We'd released a couple of promo offers at the time that'd attracted an enormous amount of interest.
In all cases that I've dealt with, I've never once asked the customer to contact the premium service provider; we'll always action the request on your behalf.
When we submit a dispute, we're asked if the customer would prefer to be contacted directly or the consultant that had submitted the request.
Just enter "Scam" or "SMS scam" or similar into this search facility of YC and read all the complaints of your clients. Being told first up to set the spend limit to zero, to contact the scammer, telling the client the money will be refunded (not done), etc., nothing to actually get the funds back. Perhaps the operatoirs need to be trained better.
But if Optus is correct, then this scaming will now finally stop in January after ten years of scams.