Hi SweetPea, you hopefully should have a better experience by if you have a social media account, please then send a PM to Optus on Facebook or a DM on Twitter with the details for further assistance mentioning you’ve gotten nowhere with the My Optus app messaging team.
It really is a bad process @Owis. As in many areas Optus seems to shoot itself in the foot aggravating customers (even when they've got something good to say, like here's your brand new phone). I'm sure it must look better on paper, but in this case Optus are acting just short of thugs.
Often large amounts of money are involved. There's almost zero communication - just a demand for payment now. No discussion. The customer has no say in the options. The process seems to be error prone and in many instances customers were actually lead to believe the phone was there's to keep and are instead being told pay up or else. Even when an agreement is reached it seems Optus can't remember it or implement it at times.
Thanks, Peter. Apparently the person who confirmed there was no damage, and said that they would cancel the damage fee charge (07/05/20) did not leave any notes in my file.. I also received a phone call on or around this day telling me that I do not need to worry as they have confirmed my phone is in good working order, and that I will not be charged. Two people since then (11/05/20 and 19/05/20) have said they have added notes to my file to make sure the charge does not go through, and yet today the person I got is saying there are no notes backing this up. Beyond frustrating. I will try the social media avenues, but I don't understand why I should have to, since the YES app is there for customer service help. 😞