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2019-08-20 10:23 PM
So today was just awful. Since Feb 6th I have had no notifications for my NBN, not the plan, not the modem arriving, nothing. Only thing I ever got an email or text about was after i contacted customer service and asked the question. This is the worst case of being left in the dark I have ever experienced. Took all of 2 days to get my phone sorted but 2 months for my Internet and fetch TV. So I call or I email or I get onto chat and what do I get in return? Apologies and promises not kept, or just something so wrong I don't know what to do with it. So today I decided to make the call to end it all. I wanted to speak to the supervisor and get my bill fixed for good. Cause I've only had problems since the first time I received a bill. First of all, every time I call, the options change. Secondly, the people I am speaking to are only reading from a computer screen, so they only read part of my problem, they don't even know what the problem is or they just don't listen to what I am saying. I got tired of repeating myself and asking to speak to a supervisor. To finally hear that a supervisor would contact me back, I was happy. Except when he did call, I was busy and no message was left. Not "we will try again later" or "please call and ask for someone with reference number etc etc" No, 2 seconds of nothing. So I call back, and again I am expected to explain my problem all over again.
(Also today i contacted about my NBN dropouts so i was having 2 problems resolved at once.)
Finally getting to talk to a supervisor, not only did he have no idea why I was calling, but had no concern over how annoyed I was having to repeat myself over and over again. He had no compassion, no care and while I was getting frustrated, he was being rude. I am so annoyed now that my next step is to the ACCC. I have countless emails and chat transcripts to show how I was poorly supported and how what should have been an easy transfer from cable to NBN has turned into a nightmare.
So I ask you this Optus, how can you honestly say you pride yourself on your customer service when I have been treated this way? Wasting so much time of my life on this. You should be ashamed of yourselves. I try to be nice, but when I ask a question and get an answer that has nothing to do with my question, it can get rather frustrating.
I worked in customer service my whole working life. When someone had a problem, i tried to fix it, when i couldn't, i would let them know that someone who could would contact them, or I would tell them it could not be fixed.
Be honest with me, did I deserve any of this?
2019-08-22 01:52 PM
Hi Cheryl, no one deserves any of that and I'm terribly sorry to hear about the experience you've had. If you can get in touch with our Social Media team via Facebook/Twitter PM, we'll be able to chase this up with the relevant teams and get this sorted for you