I am so angry at Optus – you’d think they’d be able to change my phone plan for me when I ask. I have already rang them three times in the past month and each time they’ve told me I’m on my old plan. It’s ridiculous!
Then they start reading the notes on my file: “customer is unhappy that we have not changed her plan ask requested, wants to be on the $79 cap plan…”. I stop them and say “that was last year” and they say “oh, yes, right.” This is the THIRD time that I’ve had to ring them 3+ times because they are incompetent.
I get my bill and it says I’ve been charged for all these calls/SMS/voicemail that I shouldn’t be charged for on that given plan. So I ask them to fix it and they say it won’t be backdated. “It’ll begin in 48 hours from today.” That is not good enough!!!
Not only that but they tell me I should just stay on my plan because it has better benefits. Or that it’s exactly the same as the new one. THEY DON’T KNOW WHAT THEY’RE TALKING ABOUT. At all. Free 5 minute calls to certain numbers is NOT THE SAME as free unlimited calls to many more numbers. Why on earth would they think I’d prefer the former?
I’m not on a contract, deliberately so I can change plans to suit me. It means I don’t get a phone bundled in for free, but I get what I want. You’d think that they’d try to keep my custom.
I’ve had similar experiences with Optus, and others have similar stories. They have no idea of customer service, and often cock up bills (a co-worker was slugged $1000 for data usage when he was on a capped plan – still not sorted 3 months later).
Also, this is exactly why I’m not getting an iPhone yet. Optus sucks, Telstra sucks so bad it’s not even worth talking about, and Vodaphone has crap coverage. Now I just need to justify shelling out $929 to get a iPhone unlocked and move it to Three :)