Optus Customer Service: What Happened?
I need to vent a bit—when did Optus’s customer service decline so dramatically? I’ve encountered several representatives who have given me inaccurate information regarding my account, discounts, and entitlements. It seems the only way to get a proper resolution is by filing a complaint with the TIO. Even then, the local representative seemed disengaged, though they did manage to resolve my issue three weeks after the complaint was submitted.
Is there something happening at Optus that’s making them intentionally difficult for their customers? It feels as if they’re trying to drive away loyal customers.
I completely understand your frustration! It’s disheartening when you rely on customer service to address issues and instead end up feeling more confused and unheard. It sounds like you’ve had your fair share of run-arounds and incorrect information, which should never be the case, especially for loyal customers.
It’s concerning to hear that you had to escalate your complaint to the TIO just to get the service you deserve. I can’t speak for Optus, but it’s clear that customer service experiences can vary greatly, and it shouldn’t be that way. Consumers deserve clear, accurate information and support, not added stress.
Hopefully, they’ll address these issues soon and improve the way they interact with customers. In the meantime, sharing your experience can help others who may be going through a similar situation. You’re definitely not alone in this!