Whirlpool

I had been with Optus for over 2 years, everything is fine until they claimed I have dis-bundled my bundle plan, and charge my each items at their standalone plan as well as charging me for downgrading a bundled plan to an unbundled plan. They insisted that I don't have all the plans, while I am holding the bills of those plans.

After numerous phone calls, Optus have sucessfully turned an once happy customer into an angry customer. I terminated all my plans, and I will never purchase any product with Optus brand on it.

Interestingly, although Optus claimed that I don't have my phone plan, they did manage to cut it off the next day after I told them I want out.

Now, although all my Optus services were cut, they still charging me quarterly subscription fee for the next quarter.

I have had enough of Optus. I don't care whether or not they intentionally or systematically rip off their customer. I'm going to give them 90-day notice in writing by courier mail for the amount they wrongfully deducted, if they still don't pay up I'm going to file bankruptcy petition against Optus.

andretti writes...

They insisted that I don't have all the plans, while I am holding the bills of those plans.

All in the same name at the same address and all billed by Optus?

Now, although all my Optus services were cut, they still charging me quarterly subscription fee for the next quarter.

Sounds like the bill was already raised before the cancellation order. An appropriate reversal credit would turn up in due course – give them a call to determine what your current outstanding balance is, although if you've only just cancelled your services give it a couple of days.

I'm going to give them 90-day notice in writing by courier mail for the amount they wrongfully deducted, if they still don't pay up I'm going to file bankruptcy petition against Optus.

Or, just call them, though chances are it'll already be sorted anyway.

andretti writes...

if they still don't pay up I'm going to file bankruptcy petition against Optus

so you're going to file bankruptcy to avoid paying, or you think you're going to send Optus bankrupt??

Either way, if it went to court it would be going to small claims court – and your quarterly subscription is hardly going to send anyone bankrupt!

andretti writes...

I'm going to give them 90-day notice in writing by courier mail for the amount they wrongfully deducted, if they still don't pay up I'm going to file bankruptcy petition against Optus.

Thats Gold!!!!

To some people this might seem extreme, but as a Dealer, when customers come into your store, holding bills, and Optus tells you the service doesn't exist, and you are looking at the active sim card and making calls from it, It gets somewhat irritating.

Optus require a GIANT kick up the butt to get MANY of their systems in line.

ultim8 writes...

Either way, if it went to court it would be going to small claims court – and your quarterly subscription is hardly going to send anyone bankrupt!

Its not about sending them bankrupt, its about recovering the wrongfully deducted funds.

A bankruptcy petition is put in place when a debtor is unable to pay outstanding debts, and the creditor takes action to recover whatever portion of them they can.

Its completley out of proportion for this scenario, but very funny.

why not go to the telecommunications ombudsman ?

Worked for me when sorting out Telstra a while ago, plus the people on the phone get a fright when you tell them that this is their warning before you officially go to the ombudsman.

http://www.tio.com.au/

andretti writes...

They insisted that I don't have all the plans, while I am holding the bills of those plans.

cool, sounds like you have your paperwork in order.
Ensure you have documented the times and dates of each communication and hopefully, in subsequent communications, you will sound competent and in legal control.

the other side of the coin is: megacompany. They really really care about you and, in most cases, will even buy you flowers, a pony and unlimted trips to Disneyland. (note: that was sarcasm. large companies only get large by MAKING MONEY, not by being your friend.) This sucks, but it is only going to get worse as time goes on dude.

in the end, just have a good backup plan for whatever you do.

andretti writes...

I had been with Optus for over 2 years, everything is fine until they claimed I have dis-bundled my bundle plan, and charge my each items at their standalone plan as well as charging me for downgrading a bundled plan to an unbundled plan. They insisted that I don't have all the plans, while I am holding the bills of those plans.

And this is why Im reluctant to go with Optus for anything, they are an apprentice Telstra

S m a s h h writes...

And this is why Im reluctant to go with Optus for anything, they are an apprentice Telstra

ha! you realise they are bigger than telstra as they are worldwide?

besides, these are top level predators dude, if you wanna swim in their waters you need to be able to play the game at the same level.

my opinion: they all suck. all mega corps are sharks, its how they survive. dont be surprised if us, as the "food supply" get bitten. maybe take precautions tho, and dont swim blindfolded....

It IS disappointing to see the changes in Optus from the good old days.
When they first started up, the service was FANTASTIC!

Optus are good if you sign up and never contact them ever again.

I have found that their errors often go in your favour. My cable is still 'bundled' with the $10 discount, yet I have no other optus product and haven't for years. I have been moved from unlimited to netstat fairuse to 20 to 12/24 and got moved to 7/14 about a year ago. I have been paying $49.95 price for 7+ years.

-- NEWSFLASH --

i just spoke to a work colleague and he 'had' an old bundled plan also (cable network.)

guess what... his got dis-bundled also.

Totally un-related i am sure, but:

***** there are NEW PLANS being rolled out at Optus, indeed ISPs all over have been playing silly buggers with plans lately, and the completely "up in the air" future of Telstra's mashup of infrastructre is keeping things unstable.

My guess... dont sign up for any CONTRACTS yet, big things are in the air.

I've had enough too, after about 10 years with them.
/forum-replies.cfm?t=1018862&r=16120388#r16120388

They used to be good in the beginning when they were local and had good service.

drjam writes...

My guess... dont sign up for any CONTRACTS yet, big things are in the air.

are you sure about that? im also on optus/sick of optus/ripped off by optus/about to leave optus for tpg, are you sure i should wait?

Hopefully you are right about a better bundle offer being availble to exisitng customers out of contract on older plans. I asked if there was any special deals to re-contract under the old (better) plans, I was told I could be offered a magazine offer now or wait until next month when I was told I would recieve a formal offer to re-contract which is mean't to be better than the simple magazne subscription etc. will see, I'm currently on the bundled phone and 7/14 advance cable plan. I recently signed upto a $5 Yes sim plan which is also eligable for bundling, I'm looking at dropping the land line as I already have a couple of VOIP lines I'm happy with which I use mostly for free overseas phone calls anyway.

JDH.

assassin151 writes...

are you sure about that? im also on optus/sick of optus/ripped off by optus/about to leave optus for tpg, are you sure i should wait?

dude, i am not sure of too many things in this reality. do some research, find out the plan/contract that suits YOU and your particular needs, ask a few mates or randoms what they think of your intended choice and then go for it. You can't know everything, and ¾ of the stuff we are told that is "true" is really sales bollocks, self-interest lies and dis-information.

:)

other than that, everyone is trustworthy, honest and genuinely interested in other people.

Opt-arse are just being that... a bunch of ****

Everyone gets the shits with them – I lost service a while ago, and they reckoned they tested it at their end and everything was fine... Bunch of morons. I had to go out and speak to the techy on the street that happened to show up in a van to fix a neighbours connection.... Left hand... right hand...

Go the ADSL2+ – I know friends and family who have not had any issues with TPG once they got it all going!

Zippy7 writes...

I had to go out and speak to the techy on the street that happened to show up in a van to fix a neighbours connection.... Left hand... right hand...

And what turned out to be the problem?

Tezmyster writes...

And what turned out to be the problem?

Don't know the specifics, but I suspect there was some issue with the box or connections, because I mentioned I had issues with connectivity. He said he was there to do an install for one of the neighbours. All I know is that it started working again after he did his stuff and left.

Zippy7 writes...

All I know is that it started working again after he did his stuff and left.

would have been helpful for us all if you coulda hassled him for specifics before he left. Would have have saved us all time for when it happens again.
lol.

Zippy7 writes...

Everyone gets the shits with them – I lost service a while ago, and they reckoned they tested it at their end and everything was fine... Bunch of morons.

welcome to pretty-much all the corporations in the world. if you are like 95% of the population of the globe you will have DIDLEY-SQUAT say in their matters dude. They arent here to help anyone but themselves.
Seriously!

Read some of their business charters or statements etc etc. If you find one, just ONE business that says "we are quite prepared to take a loss to help out people because we want everyone one to be happy and enjoy life, in fact, we will stop lying to people in our sales pitches, in tv and radio adds DANG IT TO HELL, we are gunna make out equipment last 5 years instead of 2 days after warranty!"

rofl. just laugh man, the only thing you can count on when there is money involved these days is that someone is getting screwed.

drjam writes...

If you find one, just ONE business that says "we are quite prepared to take a loss

I'm pretty sure that would be a breach of Corporations law. Listed companies are legally obligated to try to remain going concerns on behalf of their shareholders. As part of that most will of course have Corporate Social Responsibility programs (as does Optus naturally) because the goodwill from that is seen as contributing to maintaining a customer base and large companies like Optus will always end up carrying some portion of loss-making customers on their books – but the moment a company says "nah, stuff our shareholders, we'll just run our business into the ground" then you'll find there'll be ASIC raids and arrests following soon after. Plus of course if left unchecked the business would soon fold and wouldn't be capable of doing anything further of use any way.

There's a difference between private enterprise and charity.

Yeah I had to make four separate phone calls to them to get someone who would beleive there was an Optus cable box on the side of the new house my boss just moved into. Two people swore that there was only Optus wireless in the area despite the box being on the side of the house and us witnessing the disconnection from the last owner only two days before. What's up with these guys?

I am currently sitting on hold (up to 35 minutes now!) waiting for a $5 sim activation to get the cable bundle discount. My boss is only hanging on to her Optus connection so that she doesn't lose her two optusnet email address'. Personally, I would be out of there. Totally hopeless.

TicTacToe writes...

Listed companies are legally obligated to try to remain going concerns on behalf of their shareholders.

that was kinda my point dude, dont expect any help ... they dont want to provide it, they only want your money. if you were lying bleeding in a street, the corporate rule would be to leave you there to die if you didnt have the money to provide for your recovery. you dont sya whether you agree with this philosophy or not... however i DONT, and this greed (yes yes, call it what YOU want, it is greed) is what is driving all our electronic items quality-level into the ground and service into last century.

the moment a company says "nah, stuff our shareholders, we'll just run our business into the ground"

what company would say that?
i realise you were just making a point using that manner, however there is a difference between providing an expected level of service paid for... and charity. It is not about "loss-making customers" because quite frankly, if a customer has to repeatedly advise the ISP about their dismal level of service or quality of goods than the customer should not be deemed "lossy", it is the company itself that needs the pick-me up.

either way, whats it guna matter when we all die?! not much i'd say. :)

drjam writes...

that was kinda my point dude, dont expect any help ... they dont want to provide it, they only want your money

Did you even read TTT's post? A company is legally obliqued to operate in a profitable manner or else it would be in breach of Corporations Law. Sure businesses go into the ground, but if a company is found to have been been run in a manner that was intentionally detrimental to those with financial investment in the company then it becomes a legal issue. HIH is an example of this.

It is not about "loss-making customers" because quite frankly, if a customer has to repeatedly advise the ISP about their dismal level of service or quality of goods than the customer should not be deemed "lossy", it is the company itself that needs the pick-me up.

For reference a loss making customer doesn't nessessarily have to be given anything for free. They can also continually call up the service desk (not even for faults, some people call up for desktop support), meaning the cost in supporting them is greater than the money they pay, thus a loss.

Remember also if you're not happy with the level of service Optusnet provide raise a complaint, once you've been through that process if you're still not happy take it to the TIO. That is the formal process, not calling up the rep expecting freebies :-)

drjam writes...

yes yes, call it what YOU want, it is greed

Most people call it capitalism, but this isn't really the forum for a discussion on the pros and cons of capitalism.

Capitalism doesn't mean everything they do has to earn them money – but under our laws, everything they do has to be done with the intention of adding shareholder value.

Losing money on a customer by providing a higher level of servicing on the occasions where it is needed – such as to deal with a fault – is an investment in customer loyalty. With the margins on residential services, it doesn't take much time talking to call centres to make you unprofitable. But by making that investment, for most regular people that turns into customer loyalty which means they'll end up being profitable in the longer term... and there's the shareholder value on the investment.

As long as it's in there somewhere, it's fine.

if you were lying bleeding in a street, the corporate rule would be to leave you there to die if you didnt have the money to provide for your recovery.

If you were lying bleeding in the street, they would probably call you an ambulance to get you the help you need. That would be a small investment, then hopefully you would survive and consider their services... and again there's the shareholder value. :)

Tezmyster writes...

A company is legally obliqued ...

LOL Optus is legally oblique. I think you'll find a few here who'll agree with that :)

oblique – not going straight to the point, roundabout, indirect

Sorry about that, but that typo and Optus' service desk were just too good to miss.

TicTacToe writes...

If you were lying bleeding in the street, they would probably call you an ambulance to get you the help you need.

heh heh, it would depend on who it was that saw you there!
richard branson (virgin planes and cards etc etc) would prolly personally drive you to the hospital. most others would more than likely be late for an appointment with their sharholder's or with payroll to give themselves a well deserved raise.

do i sound cynical at all? ;)

dont worry, i believe a business is there to MAKE MONEY. but it shouldnt be at the expence of human rights, values, expected service levels or freedom.

drjam writes...

dont worry, i believe a business is there to MAKE MONEY. but it shouldnt be at the expence of human rights, values, expected service levels or freedom.

Which is pretty much what I was saying. :)

I guess one could sum up this thread as....

Buyer Beware
Dont expect amazing service from MOST companies
Keep good records
Always have an alternative ISP in mind
Be PREPARED to move ISP's if the need arises

Anything i have missed?

Spooninater: As a worker in the telecommunications industry, no-one is frightened when you tell them that. Mostly we laugh amongst each other at another puffed up peacock who is trying to get something for free, as most people with legitimate complaints are dealt with quickly as we know that we're in the wrong.

In short, I've had more than a few threats of the type that I've ignored, and amazingly I've never heard another word about them. Weird.

iajanus writes...

In short, I've had more than a few threats of the type that I've ignored,

yeah, some people just need to blow some steam off and then they are all good and see the problem for what it really is and not the end of the world.

There are certain things that can be taken to a civil court. Whether or not you'll have the evidence to suffice against a large company like Optus is another thing. But sticking to the "big guns" (even though they're low on powder and not functioning properly) would make many unsatisfied users here happy.)

for the same phone line i was being billed in my new and old adress at the same period of time and they said that they were still right.
most annoying was that their call center staff could not or did not help me because during that time i had boundled my ineternet and land phone, so i was not being handaled by the same department and was putting me through hours of waiting in their call center que.

My advice (from experience)------IF YOU HAVE PROBLEMS WITH BILLING
DO NOT WASTE YOUR TIME TRYING TO RESOLVE YOUR PROBLEM THROUGH THE CAL CENTRE-- TRY ONCE AND THEN JUST LODGE A COMPLAINT TO THE TELECOMMUNICATION OMBUDSMEN AND YOU WILL SEE THAT THINGS GET RESOLVED VERY QUICKLY.

I love Optus billing issues. They've been under billing me for 2 years now. The only problem is that I can't change any of my plans for fear of them remedying the problem. Want a new iPhone but am too scared to mess with a good thing!

off topic. hee hee.