I've had a very frustrating experience with Optus recently. I ported in to Optus from Telstra on 11th January and my temporary order clearly said:
Today is 11th February and I still have NOT received the gift card. I've tried contacting Optus support multiple times and apparently they have escalated it to an Opus Pin Voucher Management team but still nothing. They even said that they have sent to me already but I checked every single folder on my inbox but never found it. Also, how hard would it be to just resend the voucher as it clearly hasn't been redeemed?
I just don't understand why you guys would promise something only to not follow through on it? I've just about reached the end of line and going to Telecom Ombudsman shortly as this is clearly false and misleading advertising.
That does sound really frustrating.
What you have described is the exact process for this scenario, customer support contacts the Optus PIN Voucher Management team who review the order and regenerate another voucher.
We're unable to do this here as we don't have visibility of your account.
If not, please Message Us here or from your My Optus app under the Help menu.
Let us know how you go.