Optus Headquarters (OCS) - Macquarie Park, New South Wales

Private P.

The Worst Customer Service Experience on Planet Earth – BEWARE!
If I could give Optus negative stars, I would.

I was never an Optus customer. I made a one-off payment to help someone with their Optus bill, Optus gives out mobile contracts to vulnerable people, elderly and to people who don’t speak more than ten English words who don’t know how to make their own payments on their service and somehow Optus illegally saved my credit card for auto payment without my consent and at later date charging me $1119. Yes, over a thousand dollars for a service I never used, never signed up for, and never authorised and when I call they place me on hold for over an hours + at a time.

When I raised the issue, their customer service was beyond useless. I was passed around, ignored, and treated like an inconvenience instead of a victim of what amounts to unauthorised charges bordering on fraud.

This is not a simple mistake, it’s negligence and possibly criminal.
Optus: fix your system, fix your staff, and stop stealing from people.
Disgraceful, unprofessional, and utterly unacceptable

Stelio P.

I reached the limit of the first level support person's ability to support me. I had no issue with this as my issue appeared to be outside her pay grade. However she refused to escalate to someone who could handle the issue or even to her manager. Oddly, I could tolerate the minor tech issue that I was calling to have resolved. This level of service, I cannot tolerate. I have started researching for a new ISP.

C D.

Why does Optus use fake overseas numbers to relay international calls? When answering (expected) calls from a relative in Sydney, they normally come up as 'Spain' or other western European. If you miss the call and try to phone back, you get through to the company that really owns that number. I found myself talking to the weekend voicemail of a Dutch double-glazing company. Yesterday I missed a call purporting to be from a hotel in Lithuania, then another from Budapest, Hungary, both of which turned out to be my Sydney relative unexpectedly trying to call me urgently. What is going on?

Tan J. N.

Constant back & forth, backtracking and dumping connection to other support employees. All incompetent at completing a simple task of cancelling an order and returning a modem to waive the device fee. $300 gone with a useless modem that will likely be placed in the bin all across the span of 2-3 days. Terrible customer service, care and support / only there to make quick sale.

Bora K.

As a business supplier to Optus, there is not a single positive thing to say about them. We for a business meeting and were abandoned in their offices by senior management because they did not know how to discuss our concerns.

Jason H.

Was a traveller to Australia. Bought a 30 day sim. As I was leaving I tried to call my airline. Voice customer service was closed, used the message center for live chat.

My app said I had 200 international minutes available. I was unable to make a call, recorded message said my account balance was insufficient. At first the person said $30
To top up for me to call? I questioned that. Then after some time they said now it was $45. I again questioned it. Saw a widget in my app for $5, asked about that, they said it was $45 + $5, the $45 allowed me to buy the $5. I was not having it. When I asked why my app showed a lot of available data and minutes they said it doesn’t update instantly or daily, it updates monthly! ROFL. How does that make sense?

Anyways it turns out the customer service number was not 100% on the site, I even showed them the number I was trying to call to verify it was the correct format. Being from another country that dials numbers differently.

They were just trying to get me to spend more $$ I didn’t need to spend.

Ted R.

The only reason why I giving this company a score of one star is because this is lowest possible score that Google allows me to be able to do. The messaging service that this company provides on the Optus app is never short of despicable. The entire executive team should hang heads in shame, because if this the best they have to offer they should be embarrassed.

Nilesh P.

Tried to transfer my business account service to new owner as I sold my business and have to keep same landline no.

Called customer care and 5 executives transfer from one to another for 2 hours. Still not done as I m writing this review and waiting on another line for 6th executive.