I find the call centres in India and Phillipines polite and pleasant but I get transferred from one dept to another without anyone actually doing what they say they will and don't fix the problems. Long term Optus customer getting ready to look elsewhere. I have had enough of wasting my time
Yep I know how you feel and I don't expect telephone support will ever improve. You could try the live chat or post your question to the forum.
Happy to help with whatever query you have, Lynnf28. As Yeldarb mentioned, the Live Chat team is on hand 24/7 to help out as well.