Another email -- from a different person at Optus
Hi John,
Optus have been experiencing unexpected delays due to high email volumes recently, and appreciate your patience. We apologise for any inconvenience you have experienced in this time and expect these delays to subside shortly.
I have checked with the credit recharge and can see that the last recharge from your account was for 04/12/2010. This may appear on your bank statement as 06/12/2010. To be able to check and confirm that the payment was taken twice please reply with a copy of your bank statement. Once I receive this statement I can then investigate further and complete the search and apply credits if applicable.
Should you have any further questions please reply to this email and we will be happy to assist.
Christine
Web Servicing Team
Optus
In response I sent them a screenshot of my online bank statement -- JR
Wednesday, December 15, 2010
Thursday, December 9, 2010
My same-day reply
Thank you for your assistance so far
I note however that one of my payments still has not been credited by your system
Westpac Mastercard confirms that Optus prepaid debited me for $20 on both 6th and 7th of December. Please get someone with computer skills to trace and remedy the fault
Furthermore, I note that the options one is given to tick when recharging are very limited and of obscure meaning. Please refer to someone in a senior position at Optus the need for each option to be accompanied by a clarifying explanation of what each option does
The options I was given were:
Recharge Type :
$20 Cap
$20 International Zone A
$20 International Zone B
$20 International Zone C
$20 RevUp Data
That was all very mysterious to me but "$20 cap" seemed nearest to what I wanted to do as I have no plans to travel overseas. So I just clicked it
You really do need to make things easier for your customers. If you had done so already, we would not be having this correspondence
Sincerely
John Ray
Thank you for your assistance so far
I note however that one of my payments still has not been credited by your system
Westpac Mastercard confirms that Optus prepaid debited me for $20 on both 6th and 7th of December. Please get someone with computer skills to trace and remedy the fault
Furthermore, I note that the options one is given to tick when recharging are very limited and of obscure meaning. Please refer to someone in a senior position at Optus the need for each option to be accompanied by a clarifying explanation of what each option does
The options I was given were:
Recharge Type :
$20 Cap
$20 International Zone A
$20 International Zone B
$20 International Zone C
$20 RevUp Data
That was all very mysterious to me but "$20 cap" seemed nearest to what I wanted to do as I have no plans to travel overseas. So I just clicked it
You really do need to make things easier for your customers. If you had done so already, we would not be having this correspondence
Sincerely
John Ray
Email from Optus
The last recharge received on the 4th December for $20. At the time, you received $30 My Credit and $80 My Bonus.
To retain credit, a $30 minimum recharge is required. This would need to be processed in a single transaction.
Optus offers different recharges for customers with varying needs, starting from $5, $10, $15 and $20. When recharging, you will be prompted to confirm the recharge offer selected.
Your current balance is is the 19th December 2010.
When a successful recharge has been received, a confirmation SMS is sent.
On this occasion only, I have arranged to extend your credit expiry to the 14th June 2011 as a gesture of goodwill.
I hope this response is of assistance and wish you a nice week.
Regards
Wilson
Optus Customer Service
The last recharge received on the 4th December for $20. At the time, you received $30 My Credit and $80 My Bonus.
To retain credit, a $30 minimum recharge is required. This would need to be processed in a single transaction.
Optus offers different recharges for customers with varying needs, starting from $5, $10, $15 and $20. When recharging, you will be prompted to confirm the recharge offer selected.
Your current balance is is the 19th December 2010.
When a successful recharge has been received, a confirmation SMS is sent.
On this occasion only, I have arranged to extend your credit expiry to the 14th June 2011 as a gesture of goodwill.
I hope this response is of assistance and wish you a nice week.
Regards
Wilson
Optus Customer Service
Saturday, December 4, 2010
To: Customer Relations, Optus
Re prepaid mobile 0423248xxx
Dear Sir/Madam
I no longer have any faith in your online services so I am following up a complaint I submitted over the internet with this letter
Yesterday (3rd) I used my Mastercard to add a recharge of "$20 capped" (whatever that is) to my A/c. On ringing 555 however I found it had not gone through
Today (4th) I did the same thing again and suddenly found (via 555) that I had $100 of credit!
BUT the message said that I had only until Dec 18 2010 to spend the money. My recharge gave me only one extra week instead of the usual 6 months
I will raise this with the TIO unless you fix this BEFORE Dec 18. In anticipation of your incompetence, I am retaining a copy of this letter.
Yours disgustedly
Dr John Ray
Re prepaid mobile 0423248xxx
Dear Sir/Madam
I no longer have any faith in your online services so I am following up a complaint I submitted over the internet with this letter
Yesterday (3rd) I used my Mastercard to add a recharge of "$20 capped" (whatever that is) to my A/c. On ringing 555 however I found it had not gone through
Today (4th) I did the same thing again and suddenly found (via 555) that I had $100 of credit!
BUT the message said that I had only until Dec 18 2010 to spend the money. My recharge gave me only one extra week instead of the usual 6 months
I will raise this with the TIO unless you fix this BEFORE Dec 18. In anticipation of your incompetence, I am retaining a copy of this letter.
Yours disgustedly
Dr John Ray
Subscribe to:
Posts (Atom)