Optus Customer Service Issues

I have been an Optus customer for 18 years. Two years ago, you closed my account and opened a new one on the same day. A year later, I received a $[redacted] bill out of the blue. I contacted Optus, and after investigation, they acknowledged the mistake, apologized, and assured me it would be sorted out. Now, I have received another bill for the same amount from a collections agency. Trying to reach someone in billing has been a nightmare. I am on the phone every day for hours, getting transferred around and often getting disconnected. It seems impossible to resolve this issue, and it's affecting my ability to get my new phone. Even the Optus store couldn't help, directing me back to billing, which I can't seem to reach. It's incredibly frustrating, and I am very disappointed with Optus. Please assist me in resolving this matter. Thank you, Ben.

Hello, I am Omer Stuart, and my service number is [redacted] with the username izmali. I recently received an email from Optus office located at 1 Lyonpark Rd., Macquarie Park NSW [redacted] stating that I requested cancellation of my Internet/telephone service, which is incorrect. I did not request this cancellation. Unfortunately, my internet and telephone services were disconnected on 29/12/22 mistakenly or due to incompetence. On 02/01, I contacted technical support (case number: [redacted]) requesting immediate reconnection of my services. I was assured a case officer would contact me within 24-48 hours, but I have not received any communication yet. This situation is frustrating and unprofessional, and I urgently require the reconnection of my services for work purposes. I appreciate your prompt attention to this matter. Best regards, Omer Stuart PS: I am also unable to access my Optus Account.

I am currently connected to the NBN to the node service at [redacted] Allenby Road in Wellington Point, Qld [redacted]. Unfortunately, we face frequent downtime with no internet access. The WiFi performance is extremely poor, leading us to frequently restart our Sagemcom modem. Our SmartTV often gets stuck loading, mobile phone connection to WiFi is weak, and our WiFi Laptop struggles to stay connected even when in close proximity to the modem. Despite purchasing Extenders to enhance coverage, connectivity issues persist. The modem's serial number is N[redacted]D007998. Given the monthly charges, we expect Optus to provide a more reliable service. Previously, a sim card modem worked better for us, but even with a sim card in this modem, internet access remains unreliable post-reboot.

My ringing tone, the sound heard when placing a call, has unexpectedly changed from the standard 'Australian' tone to a different sequence. Since the default tone is managed by the carrier network, I am confused about why and how this alteration occurred. Despite my attempts to seek assistance from Optus tech support, communication has been unhelpful. Subsequently, I reached out to the telecommunications ombudsman, who set a timeline for Optus to resolve the matter. However, the ombudsman's office provided inaccurate information about the problem. I am frustrated with the lack of comprehension from these individuals who are unable to understand my issue clearly. Please assist me. Kind regards, K.

Subject: Termination of Optus Traveler SIM Services I purchased Optus Traveler SIM cards for myself and my wife at Sydney Airport on March 6th (Service number: [redacted], Service number: [redacted]) and have been back in Germany since March 27th. I am requesting the termination of both contracts. I attempted to handle this via the Optus app but encountered issues with registration, as apparently, German passports are not considered valid for creating a digital ID. Unfortunately, it seems no account was created for me at the airport to assist with contacting Optus. Kindly confirm the termination via email at [redacted] Thank you. Sincerely, Hans Gerd Maus Trauden

During my trip to Australia in August [redacted], I purchased a temporary Optus SIM card. After returning to Philadelphia, PA from Sydney, where I stayed for three weeks, I noticed I was continuously billed even though I didn't opt for auto-renewal. I contacted Optus in October to resolve the issue, but to my dismay, I am still receiving bills in April [redacted]. Unfortunately, I no longer have my Australian phone number to access the app for assistance, and my calls to them have been unsuccessful. This ongoing situation with Optus has left me feeling frustrated and disappointed. My name is Edward K. Rogers, and the credit card being charged is a Chase Explorer Mileage Plus with the last four digits being [redacted].

I am providing the bills and requesting the return of my business number. One of your staff members did not handle the situation correctly, leading to a delay of 15 days, costing me a thousand dollars daily. Nick from disputes acknowledged the issue, but refused to return my business number. I am urging for the prompt resolution of this matter. I have attached copies of the invoices from the past five days, the previous nine days, and prior to that, totaling $15,[redacted] owed to me. Please address this issue promptly.

I recently placed an order for a Samsung S23 Ultra 512GB with a plan, after switching from Vodafone on 9/10/[redacted]. My application got approved, and the store assured me I would receive my phone within 3 business days. Today, when I visited the Optus store at Ballina Fair, they informed me that someone had picked up the phone meant for me and then canceled the order. I urgently requested a resolution, and the store suggested canceling and reordering the device they had in-store to expedite the process. Unfortunately, during the reordering attempt, the verification team requested a copy of my lease, causing further delays. After 6 days of waiting, I am still without my phone.