cancel
Showing results for 
Search instead for 
Did you mean: 
Ask a Question
Welcome to the new look Community! We're still upgrading and making some changes to the platform over the coming weeks! Stay tuned.
Highlighted
New Contributor sid_n
New Contributor

Optus refusing to apply an approved Credit to my account - very bad customer service

Hello - I am following up with Optus support for more than 2 months now and they are refusing to apply an approved credit to my account. Case REF # 15236653725  (Overcharged for International roaming even though my plan includes 10 days travel pack)

 

Every time I call I am told that some "supervisor" called Ken who approved this has to process this. I cannot believe such outdated processes exist with Optus. As a customer I am completely dissatisifed with optus service. When you overcharge my account by $165.55 it was quick, but to refund the customer you are taking months. Optus "my account" web page & app no longer shows unbilled charges, so I have no way of knowing if the credit has been applied. Some "upgrade" in Dec has removed this feature.

 

This means, every week I have to call, go through the IVR, talk to some rep and explain this from beginning. This is very frustrating. I just want the approved credit to be applied to my account. Who here can help escalate this with Optus? There really has to be some service SLA's which if not met should translate to $$$ penalty. Only then will Optus provide better service.

 

A frustrated Optus Customer,

Sid

0 Kudos
Reply
3 Replies
New Contributor sid_n
New Contributor

Re: Optus refusing to apply an approved Credit to my account - very bad customer service

tagging another post which is similar to my issue.

https://yescrowd.optus.com.au/t5/Mobile/Dispute-resolution/m-p/400006#M52384/jump-to/first-unread-me...

 

Moderators, please help!!

0 Kudos
Reply
Trusted Contributor
Trusted Contributor

Re: Optus refusing to apply an approved Credit to my account - very bad customer service

0 Kudos
Reply
RetiredModerator Toomey
RetiredModerator

Re: Optus refusing to apply an approved Credit to my account - very bad customer service

Hey Sid, shoot me a private message with your account number, full name and DOB. I'll make sure this is sorted for you, apologies that you've been going around in circles for so long. 


__________________________________________________________________________
I’m part of the Yes Crowd team, employed by Optus to help run our online community. This guide explains how everything works on here and you should also check out our Community Guidelines.

Did we answer your question? Please mark it as a Accepted Solution and be generous with that Kudos button Smiley Happy
0 Kudos
Reply
Top Contributors