After 50 minutes on the phone to a Optus international operator and some simple questions, I've had to write the following letter to Optus.
The below says it all.
______________
I just made a call to enquire about the iPhone timeless plan and gather some general information.
Every question that I asked the operator resulted the operator placing me on hold for a lengthy time.
I simply wanted to know:
A)the rate 13 and 1300 numbers where charged on the Timeless iPhone plan
B) The difference between the $113.95 and $119 plan, as it appears the cheaper option is better value.
The call took 50 minutes for these simple questions as every question resulted me being placed on hold. I asked why everytime I asked a question I was being placed on hold, I was told the system was updating.
The operator advised that they did not know the price for 13 numbers as I needed to ask the company I was calling, although calling Optus would be 27.5 cents and 1800 numbers would be 11c per 30 seconds.
The Operator informed me that I would need to call the companies that have 13 numbers and ask them what I would be charged, I informed her this would result in an answer of 'The cost of a local call'
The operator then agreed that I would only be charged a non timed local call cost if I called a 13 number on the iPhone timeless plan, although she didn't sound confident.
When I asked the operator to message this she advised that she could not message my account as it was a new account and still in the process of being set up.
I then asked the difference between the $113.95 and $119 plan and why the cheaper had better value.
After being placed on hold again and the call reaching the 50 minute mark I was transferred without warning to a message saying the centre was now closed.
So a few questions.
1) What are the correct call rates for the iPhone Timeless plan for 13 and 1300 numbers? And if not the cost of a local call how do I find out if companies only reply 'The cost of local call'?
2) Why the $113.95 plan appears to be better value than the $119 plan?
3) Why the call took so long for a few simple questions I was on hold most of the time?
4) Do you believe the system was updating or the operator was referring every question? And why I was lied to about the system being updated? This causes me to lose trust and faith in Optus.
5) Why my account can not be messaged? As their are previous messages on the account.
6) Why whenever a call gets sent internationally it is very hard to get correct information.
7) Is this standard practise to transfer the call without warning to a message saying the office is closed?
Can I please direct your attention to the following web page from the Australian Government's Communication and Media Authority and the quote "Therefore, long distance calls made to telephone numbers beginning with 13/1300 are charged at a low fixed rate regardless of the length of the call. " and the words "regardless of the length of the call"
ACMA - Charges for calls to 13/1300 and 1800 numbers fact sheet
Can I have your comment on this please.
I am considering dropping my home phone for the Timeless plan and was only after some very simple answers, but now have unfortunately been sent on a mission
I am not currently wanting to change my current plan, but would like these questions answered to help make an informed decision as call rates for 13 and 1300 numbers are not posted on your website.
I look forward to a response answering my questions and comments on my recent interaction with Optus.
