Hey @NicciR, thanks for reaching out. I've copied a response I'd posted from a similar thread. Hopefully it's of some use to you.
We do understand the concern and changes are being made in response to customer feedback. I'd suggest checking out the following threads.
For the moment, we'd suggest jumping onto live chat → www.optus.com.au/livechat/pmobi. You'd need to ask the consultant to action the following for you.
If you need us to follow up on your refund, message us back here and we'll gladly help out
Thank you Dan, I ended managing to get a hold of someone on Optus live chat, this person told me he would bar the premium content (don’t really understand what this content is or what is was I was supposed to be getting for $14:90). I was also told that Mia Sphere Live would be in contact with me within 2-3 business days, I do wonder if this was actioned or if any one will contact me, as I received no email to say I had even had this conversation.
I also note that there was no comment on the extremely poor broadband internet speed, at times so bad I have to resort to using my mobile phone data, costing me more in mobile data usage.
Ah, I didn't mean to skim over that @NicciR, this was the first thread I saw under your handle. Which Network did we have you running on? Have we ever generated a fault reference in the past for you? If you could send that through, that'd be really handy.
Yes we have complained & had a line check done twice, still have the same issues; I don’t have the info on hand. What I would like is for someone to verify that my extended live chat on Thursday has been actioned & someone will in fact be chasing up a charge I never subscribed too.
You're more than welcome to send us a private message. We need your full name, DOB and account number. I'll take a look into both the internet and PSMS charges.