Saturday, January 21, 2012

Qld 4102
21 January, 2012

Paul O'Sullivan
Chief Executive

Dear Mr O'Sullivan,

You seem to be very poorly served by your staff.  A letter of enquiry that I wrote to Optus went unanswered for over a month so it took an appeal to the TIO to squeeze out an answer.  And when I got an answer (from your customer relations man Daniel Campbell) the information he gave me was wrong.

I was enquiring about how I get more time to use money I have paid towards prepaid access to your wireless internet access.  When Mr Campbell finally got off his behind he rang me to say that if I topped up $50 at a time I would get more than 30 days to use the money.  I asked him to put that in writing, which he did.  All very well if it were true.  But it is not.  Upon logging on I found that I would have to pay $80 to get such access.  How come your senior executives don't know the basics?

My use of your service is only sporadic so the time given to me to use the money is important.  I note that for mobile phone service I have to do only a $30 topup to get six months to use the money.  Why is it not the same for computer topups?

If $50 had in fact given me 6 months to use the money,  I would certainly have gone for that option.  Instead I did only a $15 and 15 day topup as my immediate requirement for your service will be  over the next few days only.   So, far from getting $50 or $80 out of me, you got only $15!

I also note that users are expected to subscribe to services called "RevUp" and "OWB".  What does that mean?  Your site gives no clue.

I hope you have the courtesy to give me a prompt and thoughtful reply to this letter.  If you do not, I will be writing to Singtel, not the TIO this time. I have done so before when confronted by past instances of Optus obtuseness.