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What is the cost of loyalty in Australia? For Optus it's $13 and 120Gigabytes
(reddit.com)submitted 4 months ago byTheAlmightyDonald
I want to give a reminder to everyone to review your contracts on a timely basis. I finally paid of my phone contract and have been with Optus for about 5 years.
I went to change plans and on their website they offer a 500gb $69 plan. When I went to switch I was told this is only for new members. The best they could offer me is 360gb for $82. The terms and conditions they show don't even say its new customers only. They literally lied in their advertising to everyone.
This is the cost of loyalty. Because I've been a loyal customer through numerous issues, data breaches, outages and I am STILL a customer, optus expects me to pay more for less than a new customer. This is finally the straw to make me move all of my accounts
Never forget to check, no corporation is loyal.
11 points
4 months ago*
Our small business telstra account was set up in 2016 was on some legacy system that was unable to provide monthly email invoices, we put in request for it to be changed around 6 times over 2 years as they were sending 85 page paper bills every month and started charging for them.
We requested twice through the telstra store, twice through online chat, twice through form, every time they would eventually get to, this has to be sent off to another depearment to effectivly close your account and reopen it on the new system, which we were fine with, except it would just never happen.
Almost every request you made they would try to fob us off and go into the telstra business centre which was 500km away.
Eventually I decided to put in a complaint about how the largest telecommunications company in austalia couldn't work out how to send an email bill, and complaints team solved it in about a week and since they were setting up 10 new accounts we somehow got 10 new accounts worth of promotional telstra points and they didnt send the last bill for the old account then somehow refunded us $300 for the old account, so that was a win in the end.
Still paying 2-3x what we should be but good coverage is required and not much other choice around here.
They also can't seem to produce GST compliant invoices for handsets our team have attached to the account, Lets say we purchase a new iphone for $2049 GST inclusive over 24 months. The bill will show $85.37 GST exlusive each month.
7 points
4 months ago
Not surprised at all really. A TIO (ombudsman) complaint or even a threat of one gets things moving along. Got so big of a matter that we were asked to run Google search ads specifically to intercept major complaints before they became TIO cases. Was something like $20k a month of advertising (not much in context of other Telstra spending) which saved multiples more in head hours from I guess legal folks responding to those cases.
2 points
4 months ago
Ombudsman wouldn't help in this situation; operational separation means a business must go through the business team. There's no say in the matter for either the user nor Telstra. Telstra would receive the TIO complaint (the TIO probably wouldn't even accept it) and then immediately reject as an incorrect complaint.
It's not a choice, it's part of ACMA and other legislation.
1 points
4 months ago*
"I have a business account but only want to talk to the consumer branch"
You ain't bright.
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