Dear Optus, Please advise on the following:
Essentially, it boils down to this. your organisation attempted to defraud me. the incompetence of the first agent + the non-mention of the re-contracting is not legal.The fact that your agent KarlKum is horrendously incompetent and yet he is also responsible for the customer service, let alone retention is beyond ridiculous. I will give you one chance to cancel my service without any breakage fee based on the fact that KarlKum actions HOPEFULLY don’t represent that of Optus as a whole, before i take to Social media, and then to the Ombudsman and then to court for literally anything that i can sue you for. This has literally been the worst customer service experience of my life, and i will not allow this to happen to others less fortunate than myself. Full chat attachedYou have 48 hours to respond in writing before i take further action. Sincerely Thomas *moderated*
FYI this is a public forum and generally not part of any formal complaints process.
You should be able to lodge a complaint via phone or livechat but IMO if you have a serious grevance that you wish to try resolve its best to put it in writing. Other modes seem less formal and as you've found its hard to determine if you have actually 'lodged a complaint' or a customer service person is just trying to help you out.
FWIW Service staff can only tell you what they know (Which is you have apparently re-contracted for 24 months on the Optus NBN). You appear to have agreed to this standard $80 plan. The CIS shows the max break fee is $500 and that modems will be supplied free to new customers only. So the CS agent you spoke appeared correct? That said it sounds like something has gone awry with the equipment delivery so definitely worth asking Optus to chase that down. Note also if you aren't getting a phone line then the break fee is only $300.
IME though, transferring to a new contract requires some level of confirmation by you. On the phone the CS will usually tell you you are being recorded and talk through the main points. In livechat you'll be sent the CIS or links and asked to confirm. If this hasn't happened then you should be able to request an exit easily enough.
You don't mention what NBN tech you are using but it seems like FTTN. You should ask Optus to run a speed check on your line to determine the max possible. If its only 20Mbps as you currently have then Optus will refund any $20 extra you have paid for the months involved and you should drop down to the suitable plan speed (25Mbps?). Bear in mind that sometimes activating speed changes can take an attempt or two, so it might just be yet to kick in.
All that said, Optus do seem to have form when transfering customers to the NBN. Blaming the NBN for their own business decisions and heavily implying existing customers are obligated to sign new contracts with Optus. I'd write the letter (saying the renewal of the contract to 24 months wasn't made clear) Then after 10 days move onto the TIO if Optus can't resolve your issues.
No I don't work for Optus. But you have a (healthy) skepticism of online representations, so just take my comments as for whatever use they are at face value.
I appreciate your empathy, let's hope there is someone out there in the world of Optus / Singtel that has even somewhat of your emotional repertoire.
At this stage no one within any team what so ever has attempted to contact me.
Which is strange as the evidence of misconduct and the attempt to defraud me into believing me I had been transferred to a supervisor.
At to initially not be told I would be re-contracted results in one unhappy, skeptical customer.
Hi Thomas, thanks for raising these concerns, I will do my best to answer your questions. I have edited your post to remove your personal information, as Peter has mentioned, this is a public forum.
Feel free to send me a private message if you have any questions, I'll follow up asap.
I wasn't aware this was a public forum, but with that being said only internal Optus agents would be able to make any use of the reference numbers (including my account number) and most humans with social media freely give up their email address and full name.
What my lack of concern for your apparent privacy advise is not the question here.
What is the question is why ANYONE would regard you as a reputable company complying with Australian consumer law with the aforementioned actions or lack there off?
Let me be very clear here......
Your product is not fit for service. i no longer wish to be associated with your organisation and wish to cancel all associated services immediately.
You will waive the early cancellation charge based on a) lack of re-contracting confirmation b) lack of hardware c) lack of adequate service from the vendor (including the lying from the agent in regards to the call transfer to an alleged manager)
I am not in any way shape or form interested in speaking to anyone else in relation to the service/speed / attempting to retain me.
I have no reason to trust your organisation after my treatment.
Happy to provide the full chat transcripts. Just email me and ill respond with the attachments.
I encourage you to do the right thing. I have nothing to lose by devoting myself to what i regard as "Justice" and will not stop, Tweeting, Facebooking, messaging so on and so forth until i feel that appropriate action has taken place to redeem the wrongs that have been inflicted.
So, in closing, close my account.
I expect email / written communication only be it through this forum or directly to my email address
I expect this to be actioned within the next 48 hours. If not please instruct a representative that Optus will nominate as a point of contact for legal proceedings.
I'd look to slim down your complaint Thomas. Much of what you've raised has been addressed IMO. Your 'proof' of deciet on Livechat is based on asking Livechat - which is problematic to say the least. It would seem likely the second person you asked was not across all the nuances of the system (i.e. In general when someone is tranfered between departments (common) thee ID changes, changes within departments (less common) don't have this. Different CS have different understandings on many issues.
So whilst you might have legitimate issues with Optus, that particular chat doesn't appear to be one - all the information given has been correct.
Reducing down the rest it would appear you have three main issues:
1) The contract being created without standard proceedure being followed and you being fully informed. This should be easy to confirm but obviously Optus would like to confirm it before waiving any fees. Put in a request for the transcript.
2) The speed pack. That should be tested as mentioned above and the appropriate pack applied (with refunds given for any period where an unusable speed was supplied).
3) The equipment. Definitely raise a request for equipment and it should be sent out by express courier.
Items 2 and 3 are just to try get you sorted sooner. Item 1 will take a little while I imagine and depending on the outcome you'll either be free to return the equipment and be done or have to consider either finishing the contract out or paying $300-$500 as a break fee.
Obviously you can choose to wait to resolve item 1 before trying to fix other issues.
PS Moderators can only access your account details if you PM them your DOB, Address and Name and Account No