It is. What should be a straight forward process is now a LOT harder. I'm not trying to be obtuse just to say that what you're doing at the moment doesn't have a high likelihood of the out come you want. As far as I know, your only option is to request a replacement (Optus will also provide a return satchel for you) but that can only be don't via Facebook , Twitter or staying on hold on the phone for hours (and they might not process your request anyway as it is lower priority)
Have a go this morning. If you don't get through I probably have a spare Fetch box I could loan you (just need to check its still activated.) What post code are you in?