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Tano
RetiredModerator
RetiredModerator

Re: Problem with prepaid mobile broadband

Hey @Val7127, sorry to hear of your experience and the runaround here. Were you given a reference for the IT escalation so that we may follow up on this and see how the investigation is progressing?


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Val7127
Occasional Contributor
Occasional Contributor

Re: Problem with prepaid mobile broadband

I only have a copy of the transcript below. I have underlined the most relevant parts. I should have another transcript from another  call but the fellow I spoke to, Matthew? Did not send it despite promising to do so.

 

Visitor--950077223-9254,

General Information

Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Feb 09, 2018 16:31:53 Australia/Melbourne Feb 09, 2018 17:37:40 Australia/Melbourne 01:05:47 Haley INT-sv1appis12-1518153914568-12023
Chat transcript

Auto-Generated Message (16:25:16 Australia/Melbourne) : Hi, this is Irene from the Broadband & NBN Team, welcome to Optus LiveChat.
Auto-Generated Message (16:25:20 Australia/Melbourne) : context:C2C-Chat-landing-Mobi-Fixed-Billing-Gen-support
Auto-Generated Message (16:26:47 Australia/Melbourne) : I have not heard from you in a while and your chat window shows you've been idle, do you wish to continue to chat?
Visitor (16:26:56 Australia/Melbourne) : I just g ot a message from optus to say i need to recharge my ipD but it should not expire until this time next year
Irene (16:27:35 Australia/Melbourne) : Let me have a check what best can be done here for you
Irene (16:27:36 Australia/Melbourne) : I need to access the account to assist you with your enquiry - may I have your phone number, full name and date of birth to confirm the account details please?
Visitor (16:28:44 Australia/Melbourne) : 0478673747 valerie fischer born XX/XXXX.56
Irene (16:29:08 Australia/Melbourne) : Thank you valerie
Irene (16:30:21 Australia/Melbourne) : Valerie , may I know will that be okay with you if I will help you with the link where you can recharge the services now ?
Visitor (16:31:01 Australia/Melbourne) : No. It is not due to be recharged until 2019
Irene (16:31:26 Australia/Melbourne) : As I went through your account, you have mobile services with us.
Irene (16:31:30 Australia/Melbourne) : However I will transfer your chat to our mobile team who can help you better
Please stay online while I transfer the chat
Info (16:31:40 Australia/Melbourne) : Irene has transferred this interaction.
Info (16:31:53 Australia/Melbourne) : The interaction has been transferred to Haley
Visitor (16:32:30 Australia/Melbourne) : Hi hayley. Did you get a copy of the chat so far
Haley (16:32:51 Australia/Melbourne) : Yes.
Haley (16:32:58 Australia/Melbourne) : Hi there! I’m just reading the previous chat and will be with you in a minute.
Haley (16:36:02 Australia/Melbourne) : Please fill in the details for me.
Haley (16:36:03 Australia/Melbourne) : /f slider custinfo
Auto-Generated Message (16:36:03 Australia/Melbourne) : [PUSH_FORM_DATA]: {"Px Online: Custinfo slider displayed."}
Auto-Generated Message (16:37:23 Australia/Melbourne) : [PUSH_FORM_DATA]: {"Px Online: Customer submitted Customer info form.
Name: Valerie Fischer
Date of birth: XX/XXXX/1956
Phone number: 0478673747
Account number: "}
Haley (16:37:31 Australia/Melbourne) : Thank you for the details.
Haley (16:37:31 Australia/Melbourne) : Please allow me a minute or two while I look in for the details.
Haley (16:38:31 Australia/Melbourne) : I see that this is a prepaid mobile broadband and I see that the expiry date is XX/XXXX/2018.
Visitor (16:39:11 Australia/Melbourne) : I paid $130 on feb 9th 2017 for 22gb and 2 years expiry
Haley (16:39:25 Australia/Melbourne) : Let me check that for you.
Haley (16:41:37 Australia/Melbourne) : I see that recharge has not gone though on the account.
Visitor (16:42:05 Australia/Melbourne) : What does that mean?
Haley (16:42:19 Australia/Melbourne) : The recharge is not made.
Haley (16:42:34 Australia/Melbourne) : Lat recharge was on XX/XXXX/17 14:53:23
Haley (16:44:25 Australia/Melbourne) : I request you to check the bank statements as recharge has not gone through on the account.
Visitor (16:45:17 Australia/Melbourne) : That makes no sense to me. That was only 4 months ago. Why would i need to recharge that and what happened to the $130 i paid 12 months ago. And why was i sent a reminder to recharge it now if if didnt go though?
Haley (16:46:11 Australia/Melbourne) : Please help me with the receipt number for which the recharge was made on 09th FEb 2018.
Visitor (16:47:09 Australia/Melbourne) : Thats today. I dont have a receipt nub
Visitor (16:47:23 Australia/Melbourne) : Number f or today.
Haley (16:47:55 Australia/Melbourne) : Yes, please check with the bank statements and help me with the reference number for the recharge made today.
Visitor (16:48:23 Australia/Melbourne) : I shouldnt need to pY today as my last recharge doesnt run out until next year. 2019.
Haley (16:49:48 Australia/Melbourne) : I am checking that.
Haley (16:49:52 Australia/Melbourne) : Please wait.
Visitor (16:50:18 Australia/Melbourne) : There has been no recharge today. Optus sent me an email saying i need to do it and i am saying i dont need to pay to ll next year. But i an worried about it running out tomorrow and losing my data as per the email optus sent.
Haley (16:51:07 Australia/Melbourne) : Alright! Recharge was made for $130 with 22GB data, please check this plan is for 365days and not for 2 years.
Haley (16:51:31 Australia/Melbourne) : According to that, you shall make recharge on 09 Feb 2018
Visitor (16:51:53 Australia/Melbourne) : No. It was definitely for 2 years
Haley (16:52:03 Australia/Melbourne) : I will help you with the link please check the plan.
Haley (16:52:16 Australia/Melbourne) : Link for the plans
Haley (16:53:07 Australia/Melbourne) : This is the information from recharge page : includes 15GB of data to use within Australia and lasts up to 365 days.
Auto-Generated Message (16:53:52 Australia/Melbourne) : [PUSH_FORM_DATA]: {"Px Online: Custinfo slider displayed."}
Auto-Generated Message (16:53:54 Australia/Melbourne) : context:C2C-Chat-landing-Mobi-Fixed-Billing-Gen-support
Haley (16:54:38 Australia/Melbourne) : That two year plan is for mobile postpaid broadband plans that come under 24 months contract/
Haley (16:54:47 Australia/Melbourne) : Prepaid is for 12 months only./
Visitor (16:55:09 Australia/Melbourne) : No. That was not the plan. I have a picture of the deal. Can i send that to you
Haley (16:55:31 Australia/Melbourne) : You can copy paste the details if you have
Visitor (16:56:59 Australia/Melbourne) : Ok ill try that hang on
Haley (16:57:05 Australia/Melbourne) : Sure.
Haley (17:02:33 Australia/Melbourne) : Did you find that?
Auto-Generated Message (17:04:36 Australia/Melbourne) : [PUSH_FORM_DATA]: {"Px Online: Custinfo slider displayed."}
Auto-Generated Message (17:04:39 Australia/Melbourne) : context:C2C-Chat-landing-Mobi-Fixed-Billing-Gen-support
Haley (17:05:25 Australia/Melbourne) : Did you find that?


Visitor (17:05:27 Australia/Melbourne) : Yep just now.
Haley (17:05:35 Australia/Melbourne) : Sure.
Haley (17:05:45 Australia/Melbourne) : Please copy paste that here on chat.
Visitor (17:05:54 Australia/Melbourne) : Having trouble attaching pic
Haley (17:06:41 Australia/Melbourne) : Picture can not be sent here. If you have signed for this plan, you will receive the details on Email, Please copy paste them.
Auto-Generated Message (17:10:22 Australia/Melbourne) : [PUSH_FORM_DATA]: {"Px Online: Custinfo slider displayed."}
Auto-Generated Message (17:10:25 Australia/Melbourne) : context:C2C-Chat-landing-Mobi-Fixed-Billing-Gen-support
Haley (17:11:02 Australia/Melbourne) : I have not heard from you in a while, Would you still like to continue our chat?
Visitor (17:11:21 Australia/Melbourne) : Yes.
Haley (17:11:34 Australia/Melbourne) : I am sorry, I had a check and see this is a 365 days plan only as this is a prepaid service.
Haley (17:11:53 Australia/Melbourne) : Only postpaid broadband are 2 years contract plan.
Visitor (17:12:43 Australia/Melbourne) : No this definitely says prepaid
Haley (17:13:17 Australia/Melbourne) : Yes, it is prepaid but it is a 12 months plan.
Visitor (17:13:52 Australia/Melbourne) : No it is prepaid and it is two years
Haley (17:14:50 Australia/Melbourne) : I am sorry, this is a new plan which was introduced recently and you are on a prepaid service with 365 days expiry plan.
Visitor (17:16:35 Australia/Melbourne) : No. I am halfway through my two year plan. You cant just wipe the second year when i have already paid for itand put meon a one year plan
Haley (17:18:12 Australia/Melbourne) : Let me check.
Haley (17:24:41 Australia/Melbourne) : I had a recheck on the plan and I see that you are on a old plan which offers 2 years expiry.
Visitor (17:24:48 Australia/Melbourne) : I just googled optus mobile broadband long expiry and the offer comes up there
Haley (17:25:03 Australia/Melbourne) : I have raised an IT escalation on the account and you shall hear back from the IT team soon.
Visitor (17:26:51 Australia/Melbourne) : Https://www.whistleout.com.au>news
Haley (17:28:14 Australia/Melbourne) : Yes, I had a check.
Visitor (17:28:48 Australia/Melbourne) : Thankyou
Haley (17:29:07 Australia/Melbourne) : Not to worry, the back end team is working on that. Sorry for the trouble caused to you.
Haley (17:29:10 Australia/Melbourne) : You're welcome ☺
Visitor (17:29:52 Australia/Melbourne) : Do i need to do anything now
Haley (17:30:41 Australia/Melbourne) : No, I have raised IT escalation on the account, juts wait for the update.
Visitor (17:32:56 Australia/Melbourne) : Will it befixed before it runs out tonight
Haley (17:33:07 Australia/Melbourne) : Yes, It will be fixed.
Haley (17:33:28 Australia/Melbourne) : If not please contact us and we shall make necessary adjustments.
Haley (17:33:53 Australia/Melbourne) : I have made clear note on the account with regards to this issue.
Haley (17:34:09 Australia/Melbourne) : Also I apologies for the confusion.

Visitor (17:34:41 Australia/Melbourne) : Ok. Can i keep a copy of this chat so i dont have to start all over again
Haley (17:35:00 Australia/Melbourne) : Yes. I shall send in the chat transcript to your Email if you wish.
Visitor (17:35:27 Australia/Melbourne) : Sorry. We weretyping atthe same time. Thanks for all your help
Haley (17:35:38 Australia/Melbourne) : You're welcome ☺
Haley (17:35:40 Australia/Melbourne) : Glad that I have been able to help you on our first contact.
Haley (17:35:43 Australia/Melbourne) : It was pleasure assisting you ☺
Haley (17:35:47 Australia/Melbourne) : Thanks for taking the time to chat with us today.


To end our chat just click the 'X’ or 'End chat' button on right top corner of your chat window.
Haley (17:35:53 Australia/Melbourne) : Have a nice day ☺
Visitor (17:36:08 Australia/Melbourne) : Yes please. xxx@xxx.xxx
Haley (17:36:51 Australia/Melbourne) : You will be sent a copy of the transcript via email once the chat has ended
Visitor (17:37:36 Australia/Melbourne) : Ok thankyou.

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Dan_C
Retired Employee
Retired Employee

Re: Problem with prepaid mobile broadband

I've had a good look through some of our old marketing collateral. I've found the following:

 

We’ll be offering double data for customers on My Prepaid Mobile Broadband who buy and activate a $30 Prepaid Mobile Broadband SIM Starter Kit, or recharge either $30, $50 or $130 between 31 October 2016 and 05 February 2017. The tables below provide information on inclusions for each recharge offer. 

 

 

To me, it sounds like we've selected the non-promo version of the My Prepaid Mobile broadband plan at point of sale. Hence you were given the standard 22GB recharge option with a year expiry. You're welcome to send us a PM with your details. I need your full name, DOB and prepaid service number. I'll get back to you as soon as I can. 

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