Is there someone I can contact in regards to getting my phone services reconnected this is what I've written to Optus; I'm still a bit scared to leave the house but I have to do it. I can't access services or help :(
I'm very hurt and upset at the treatment I received on a call to your finance department.
I have made a payment arrangement to pay my account in full by Friday last week unfortunately I was involved in a mugging, they stole money that was for groceries, phone bills and more. I have a cops event number so they can look at the situation.
I had to choose between, paying this phone bill or buying food for my son and I, I am currently 27 weeks pregnant. My husband is away and works for defence, I have no other way of calling anyone without this phone. I have access to the Internet through home wifi but no home phone. With the robbing I have no extra money for essentials, it could not have happened at a worse time. My sons kindergarten fees just came out of the credit card. His birthday on the first and I have had to dip into everything else just to buy some food. I am isolated and can't get in contact with charitable organisations to help with counselling since he incident or food parcels. my phone services where cut off I understand your procedures and policies however, speaking to your staff, being told;
Optus-You have had plenty of time to pay this so restrictions will remain,
Me-ok but I was on the way to paying at the post office when this happened.
Optus-That's not our problem, as I've stated you need to pay in full before I can restore.
Me- do you not have extenuating circumstances? I just need my services restored for 10 minutes so I can call the credit card company to see what is happening and why the payment won't go through?
Optus-no not at all possible
Me- please I just need to sort this out I cannot be without a phone
Optus-
Not my problem and you've made promised and haven't kept them we can't take your word goodbye
Dead line.
Are you kidding me?
I have gone through a traumatic experience, I need to get in contact with family I am at high risk of having my baby early so who can I call in that situation? The help desk and police? I can't contact my husbands work or chain of command. In the past my bill was 900 and I paid it, it's not the amount that was the issue it was just the fact that due to someone else's actions it has ruined a birthday. Christmas and buying baby things.
A kind soul has paid for the phone bill and I will repay when things settle down. But Centrelink won't help because we only receive FTB and ccr which is a joke you do the right thing but they can't help you in genuine circumstances. If anyone knows of a place I can call for help that would be amazing
- a very frazzled mum ?
9 Replies
Victims of crime may be able to help.
Unfortunately it would mean leaving the house.
The police can refer and have them contact you (they should have following the mugging)
Is a friend regularly checking in on you?
Defence kind of sucks. My sister was dealing with an autistic child with chicken pox a defence housing association house tearing itself apart (literally, poor construction, it was being condemned) and QLD flooded. They brought them back from exercises only to send them to rescue everyone else from the floods.
She was living out of a car for weeks having to drive around to keep the fridge running.
Although it wasnt quite so bad as when the ASLAV was taken out in IRAQ it hit the news before the phone calls. My brother in law was driving the lead vehicle it could've been him. Seeing it almost sent her into labour. His mate literally lost half his face was airlifted to Germany.
I have a medical exemption on all my services. They literally can't cut me off except in extreme cases. But its only granted for particular reasons.
This is what telcos don't understand. It's hard when you're stuck in a situation where you can't get help without a phone. I had one rep tell me that it wasn't their problem, the computer couldn't lift restrictions on my phone unless I paid in full. I'm sorry to hear about your brother in law that was a terrible situation and poorly miss handled.
I know you are hurting but I don't think this is unscrupulous business practices. They are running a business. Yes you are in a tight spot but people tell them these kind of stories all the time some of them are made up, some of them are real.
My son is at high risk medically so we keep a prepay mobile phone with $20 on it for emergencies, like the phone is flat and I need to ring ambulance. Yes the mobile as gone flat mid seizure!!!
Try contacting Anglicare, the salvos, your local churches
Oh I 100% agree that it's their business. But I was only asking for 20 minutes so I could organise something. It frustrates me how the customer service agent spoke to me. I do know there are specific circumstances where they have a grace period and gave them a police report number.
Hey I'm sorry but I have to agree, they aren't in a position to know who's real and who's scamming them.
It definately sounds like you are genuine and this is a horrible situation and I feel really sorry for you, but the rep wouldn't have been able to help. They don't have they authority to reconnect you for 20mins. Even the managers can't do that.
Unfortunately once you're cut off the staff have no power to reconnect unless you talk to the absolute top people.
I know it feels harsh but they're just doing their job and they have no discretion and can't act even if they want to.
It sounds like you are going through a really awful time :-( I really hope things improve soon for you
I think the prepaid phone sounds like a great idea as a backup in emergencies. Also is there any pay phones close to you that you can use to contact family and hubby when you need to?
Or perhaps can you make a quick call off a pay phone to tell them you can't ring out and can they ring you every few hours to check it's all ok still?
I have friends checking on me online but I don't know anyone here in Sydney. I will call victims of crime and see if they can help
I just want to say sorry you're having such a rough time, and sorry they couldn't show you some basic human compassion when you clearly need it. Yes, they're a business they have guidelines blah blah but it sounds like you really need some humanity! You will get through and you will be Ok. Xx
I like the idea of a cheap phone with a prepaid sim too, you don't want to be cut off.
Thank you, I did have contact with the ombudsman due to how it was handled the person I spoke to was not too happy with the transcript of the phone call and will be taking this further on my behalf. ( this was the first time I had defaulted on a payment plan) when my partner gets home I will be purchasing the cheapest phone i can find and getting a very cheap SIM card
Being pregnant makes it more serious and emotional for you and you'd expect another human to treat you like a human, no matter their work procedures etc.
Best to put it behind you for now, try not to think about it and try the best you can to relax and have a stress free night.
Wishing you all the best!