Posted: 12 Mar 10 11:21 Post subject: Poor Customer Service Organisation name: Optus Issue type: Complaint
I have been an Optus customer for many years, having switched from Telstra. I have subscriptions for mobile phone, landline phone, cable TV and cable internet, all with Optus. My monthly payments are via Direct Debit. Late last year, I lost my Visa card and had to get another. While that was in process, Optus could not get any payment from my Visa, so I had to make manual payments. When I received my new Visa, I downloaded the Direct Debit application form from the Optus website, filled in my Visa details plus the account numbers of all my Optus services, then posted it to Optus. Optus has, since then, been debiting money from my Visa for all services except my landline phone. They claim that I never sent any Visa details! I have been having disputes with them about this, they put restrictions on my home phone and as of yesterday they suspended my home phone. My wife needs the home phone on because her 98-year old mum is in a nursing home in poor health and things for her are not looking good at the moment. After I made various complaints, Optus managed to deduct my Visa account for all owing on the home phone and told me by email to allow 15 minutes for my home service to reactivate. Now, 19 hours on, my home phone is still out of action. I am now seriously considering terminating my Optus services and moving to some other carrier - perhaps back to Telstra. GRRRR !!!!
Posted: 12 Mar 10 18:21 Post subject: Poor Customer Service Organisation name: Optus Issue type: Comment
If you think your are having a bad run with optus on this one, just go back to Telstra, but after reading all the wonderful posts about them on NGE. We look forward to hearing how it goes.
Posted: 06 Apr 10 14:43 Post subject: Poor Customer Service Organisation name: na Issue type: Comment
After NGE provided my details to Optus, things have moved a bit. Optus appointed a case mnanager to look into the issues that I raised. The person was very helpful and has promised me she will look into my account again at the end of the month to ensure that the problems have been resolved. I pointed out to her that when a customer speaks to Accounting to request Direct Debit for, say, his broadband internet service, that is done smoothly, but if the customer then requests that DDebit be applied to another service (eg home phone), the customer is switched to another employee. Then the customer has to identify himself again etc etc. I commented that all of a customer's services should be handled at a single point of contact. I will be keeping an eye on next month's bills and how they are handled by Optus. Thank you NGE.
Post subject: Poor Customer Service
