Optus, you have to be kidding !
I have been an Optus customer for way more than 10 years, at the moment, I give Optus $165 per month, yes $165, and some years it has been more than that, I usually pay my bills on time, but last month, I was unwell and I missed the due by date payment for my mobile phones, I got a reminder by SMS and paid the bill as soon as I got it, that was 4 days late and Optus charged me $15 on my latest bill.
What about I start to bill you Optus for all the hours I have spent on the phone and on chat because of the numerous times you stuffed up my bills or stuffed up my orders ?
What about if I billed you Optus for all the technical problems I had with my internet and home phone that took you months to fix ?
What about if I billed you Optus every time I have to watch movies in SD or not at all in the evening because the NBN speed slows down so much ?
What about if I billed you Optus for all the days I have been waiting for your customer service and technicians to call me back as they promised and never did ?
What about if I billed you Optus for all the wrong information I have been given over the years by some of your customer service employees and technicians.
What about if I billed you Optus for hours upon hours waiting on the phone listening to that excruciating same music, to finally speak to someone and get "disconnected" as soon as I got to talk to a person, probably because it was the end of their shift or they couldn't be bothered ?
So, what about it Optus ? How much do you think this is worth ? A lot more than $15 I think !
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Yes agree it certainly is a one way street with Optus. Having said that I am fairly certain they would reverse that charge if you had a word with billing.
That sounds like a pretty good setup (Particularly Fetch all packages for free). Optus seem to have made the deliberate move to push content and discounts to make up for the occasional rough patch in service and performance and unexpected fees.
Bundling is a classic strategy these days to make it hard to cleave off one under performing element without disturbing the rest. Out of interest about how much data would you use on your mobiles each month these days? What Optus mobile plan are you on for $?
I may be wrong but I haven't heard of a late payment fee been applied for an account paid 4 days late. Perhaps you meant you paid the overdue bill when the SMS reminder came through? Direct Debit is an option you may be interested in to avoid this happening in future.
Anyway calling up is not your only option to requesting that the fee be waived. Should hopefully be straight forward for the agent based on your tenure and if you've never had one credited before. If you're not satisfied with the response you can always request to speak to the Manager.
@Ray_YC I don't understand what you are saying ? My bill was due to be paid on the 24th of Jan (a Friday), and I missed that payment, as I wrote in my post, I got a reminder SMS on the 28th of Jan (the following Tuesday) and I paid my bill that same day, that's 4 days after the bill was due.
@petergdownload I don't usually use much data on my mobiles as I am often at home and I use Wifi, I have a $30 Sim plan with 3GB and a $40 plan with phone with 15GB + a bonus 3GB that came with one of the plans, total 21GB combined and we probably use 5GB max each month.
Yes I know once they get you with bundling, it's hard to get out of it, but to be honest, I am happy with my plans and perks, also got a free Fetch mini for 18mths lately to use with my mighty, so not complaining about that.
It's just that, 4 days late for a bill out of probably 15 years of being a pay on time customer and I get charged, not happy.
"I am happy with my plans and perks"
I did not get that impression from your first post 🐵
Its an automated system (late fee) so I wouldn't take it personally. If I didn't say so before I agree that Optus should probably program in say a weeks grace before issuing fines. However Optus tends to grab revenue (at the expense of the customer experience) where it can so for now I suppose at least they'll recognise your long standing custom if you ask for a refund.
Hopefully a few more posts like yours might prompt them to change their approach.