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Occasional Contributor
Occasional Contributor

Why did you try to defraud me?

Dear Optus, Please advise on the following: 

  • Why when I transferred from NSW to TAS and moved my Cable connection to an NBN connection was I not told that I would be RE-CONTRACTED until January 2020? 
  • Why was I never provided any hardware (Router or Fetch box)?
    • You • 06:21 PM
    • Hours of operation for the retention team, please?
    • KarlKum • 06:26 PM
    • I'm sorry you feel that way, I'm afraid you will be charged with the cancellation fee upto $500 
    • You • 06:27 PM
      Do you have any legitimate reason to give as to why i have not received the service that you are contractually obligated to provide?
    • You • 06:27 PM
      contractually you are obligated to provide hardware which you have admitted you have not done
    • You • 06:27 PM
      ?
    • KarlKum • 06:28 PM
      I the modem is not provided to all the customers however the modem on the $80 plan it's for the customers who sign for the first time with Optus 
    • You • 06:29 PM
      That is not an excuse for not providing a customer with any hardware for a contractually locked obligation. What are the hours of the onshore Retention team here KarlKum?
    • KarlKum • 06:31 PM
      Our onshore retention team are available at 133937 between Monday, Tuesday, Wednesday – 8am to 7pm Thursday, Friday – 8am to 8pm Saturday – 9am to 6pm
  • Why have I been unable to log into my own account until your agent “attached it”?
  • Why, am I paying $100pm for speed pack 4 (reference for confirming speed pack is 2057187616-20898) and only getting 17mbps with you?
    • You agent stated I should be receiving 100mbps and that there is “nothing he can do” 
    • You • 06:00 PM
      What speeds should i expect to see now would you say?
    • KarlKum • 06:00 PM
      You should speed of 100Mbps however if the speed is low I can get you connected to the tech
  • Why does your Customer Relations team also act as a retention team?
  • Why do you have an offshore retention team and an onshore retention team?
  • Why when i advise that i wish to cancel based on the service not being “fit for purpose” (speed + lack of hardware) does your agent tell me that i need to pay $500 cancellation and when i ask to speak to retention he says he is retention and there is nothing he can do?
  • Why when i ask the agent to transfer me to his manager he lies about the transfer and then cuts of the chat? (reference 2057187616-20898)
    • You • 06:31 PM
    • Please transfer/naming me to your supervisor so i may initiate a formal complaint process in regards to your customer care negligence, please
    • You • 06:31 PM
      Please transfer me to your supervisor so i may initiate a formal complaint process in regards to your customer care negligence please
    • KarlKum • 06:32 PM
      Okay,Please allow me 2 minutes while I check with my supervisor 
    • You • 06:32 PM
      Ok
    • KarlKum • 06:33 PM
      Thank you 
    • KarlKum • 06:37 PM
      Hello Thomas.. this is spence Karl's supervisor...
    • You • 06:38 PM
      Please transfer the chat to your own line
    • You • 06:39 PM
      Otherwise you could just be Karl telling me your spence
    • You • 06:39 PM
      thanks
    • KarlKum • 06:39 PM
      Thomas, I am spence I have taken over the chat from Karl, it is been transferred over...
    • You • 06:41 PM
      Ok, if that is the case please prove if with either one of the following methods, chat transfer, employee reference number or full name / email address
    • You • 06:41 PM
      thanks
    • You • 06:42 PM
      You will forgive me for not believing you as i am about to make a formal complaint about your agent and prior to you telling me your are you the window with VANCE says VANCE and so the window should now say SPENCE which it dowes not
    • KarlKum • 06:43 PM
      I'll be right with you.
  • I have evidence that all your chats use transfer / naming so that if the name changes and its not due to the person using the other person computer it is impossible that the chat was transferred
    • This is illegal and constitutes as attempted defrauding of me and the name of the entity the agent tried to assume as well.
      • You • 06:49 PM
        Before transferring me can you check something for e Omar?
      • Omar N • 06:50 PM
        Please let me know your query to check and assist you further or get you connected to right team.
      • You • 06:50 PM
        Can you confirm that whenever you guys transfer a customer to a different agent that the chat window Name should update?
      • Omar N • 06:50 PM
        Yes, it updates.

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*

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Honoured Contributor
Honoured Contributor

Re: Why did you try to defraud me?

Hi Thomas,

 

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.

 

 

Good Luck

 

Peter Gillespie

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Occasional Contributor
Occasional Contributor

Re: Why did you try to defraud me?

Thanks for your time Peter, i take it you work for Optus?

 

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Honoured Contributor
Honoured Contributor

Re: Why did you try to defraud me?

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. Smiley Happy

 

Regards

 

Peter Gillespie

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Occasional Contributor
Occasional Contributor

Re: Why did you try to defraud me?

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.

 

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RetiredModerator
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Re: Why did you try to defraud me?

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.

 

  • Why when I transferred from NSW to TAS and moved my Cable connection to an NBN connection was I not told that I would be RE-CONTRACTED until January 2020?
    You definitely should be informed of this. The call recording/transcript can be checked to make sure terms and conditions were covered correctly.
  • Why was I never provided any hardware (Router or Fetch box)?
    Modems come with a new connection. As you switched from HFC to NBN one should be supplied. The $80 plan also comes with Yes Tv by Fetch so this should also be delivered. If 5 business days have passed with no delivery, we can escalate to get them sent via express courier.
  • Why have I been unable to log into my own account until your agent “attached it”?
    As you changed from HFC to NBN, you will have a completely new account. This can be linked via My Account by selecting "Link a service" on the right hand side of the dashboard.
  • Why, am I paying $100pm for speed pack 4 (reference for confirming speed pack is 2057187616-20898) and only getting 17mbps with you?
    Speed Packs open up the possibility of higher speeds, but the end result can be affected by hundreds of variants. If your line cannot achieve these speeds, I would advise lowering your speed pack to one more suitable (50 or 25mbps)
  • Why does your Customer Relations team also act as a retention team?
    Is there a specific example you could provide?
  • Why do you have an offshore retention team and an onshore retention team?
    To have more available agents and reduce queue times. Agents should be trained the same regardless of geographical location.
  • Why when i advise that i wish to cancel based on the service not being “fit for purpose” (speed + lack of hardware) does your agent tell me that i need to pay $500 cancellation and when i ask to speak to retention he says he is retention and there is nothing he can do?
    Retentions would need a supporting fault ticket to confirm a fault on the line that cannot be repaired. This can be raised and confirmed with Tech Support. Without an unresolved fault ticket, standard cancellation t&cs apply.
  • Why when i ask the agent to transfer me to his manager he lies about the transfer and then cuts of the chat? (reference 2057187616-20898)
  • I have evidence that all your chats use transfer / naming so that if the name changes and its not due to the person using the other person computer it is impossible that the chat was transferred
  • This is illegal and constitutes as attempted defrauding of me and the name of the entity the agent tried to assume as well.
    This is not correct I'm afraid. Chats cannot be transferred to individual agents, only particular teams. The chat then enters a queue and is assigned to the first available agent of that team. I use to work in webchat and can confirm Karl has followed correct procedure in escalating your chat to his manager.

Feel free to send me a private message if you have any questions, I'll follow up asap.


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Occasional Contributor
Occasional Contributor

Re: Why did you try to defraud me?

Hi Tooney,

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

Theriddle53@gmail.com

 

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.

 

Sincerely

Thomas.

 

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Occasional Contributor
Occasional Contributor

Re: Why did you try to defraud me?

If its all a bit too much for you Tooney maybe just forward me to someone who can assist me with my request. possibly Hanna who responded at 3 am via Facebook?

Screen Shot 2018-02-06 at 13.01.55.png

 

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Honoured Contributor
Honoured Contributor

Re: Why did you try to defraud me?

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.

 

Regards

 

Peter Gillespie

 

PS Moderators can only access your account details if you PM them your DOB, Address and Name and Account No

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