Uses customer ignorance and does not offer where to get acquainted with the information
I became a Optus customer because at that time he offered to sign a contract for 2 years. Due to the change of residence after half a year, I had to apply for the installation of the service at another address, because otherwise I would have to pay a contractual penalty if I terminated the contract, but Optus did not provide its services at my new address. Fortunately, the brother also moved at that time and to the address where Optus offers its services, we agreed that he will use it at his new address, of course due to the fact that the contract was for another address, again a new contract, again only for 2 years. The contract was concluded, the fees for the services provided increased, and the newly introduced HELIO was no longer satisfied with the brother. Well, even on March 3, the 2-year contract expires, but the brother wanted to change the service provider sooner. On February 19, a new television and Internet was installed for him, I wrote a Optus application that I wanted to stop receiving services at the specified address. I had hoped that within 5 working days, as mentioned on the Optus website, they would terminate the contract and I would be subject to a contractual penalty for terminating the contract before the 24 months mentioned there had passed. Instead, I get a call where I am offered to re-register the service, because otherwise they can only deactivate the service on March 31st. Of course, I have to pay for this month and a half. I am outraged, I just explain that I had to submit the application by February 15, then the contract could be terminated by the end of February. When I asked where I could get acquainted with my right of withdrawal, I answered convincingly that in the section of my. Optus.org my contracts, there is available both an "umbrella contract" and an annex to the contract, in which everything is explained. Following the instructions, I get to my contracts, where I can't find the attachment. I turn to the question where to find my annex to the contract, which is the same for everyone, in the mans. Optus.org chat, where, regardless of what I have written, it is intrusively offered to choose the topic I am interested in and whether the answer given to me was useful. But what I wrote is ignored. In the Google search engine, I find a phone that can be used to call the customer service center, because it is difficult to find a free phone number on the website. I turn to the employee with my pain and ask where I can get information about my right of withdrawal. That is, how could I have been informed that 10 working days before the end of the month I had to write an application to turn off the service in February. He deftly said that an appendix to the agreement was available in the help section of the Optus website, which is the same for everyone. I ask if I can't refuse and in order to disconnect the service within 5 working days, I am willing to pay a contractual penalty, because it is more advantageous for me than paying the bill for a month and a half. He said briefly and concisely that unfortunately not. I realized that I would not get the information I was interested in, because I did not find it in the place where he mentioned the annex to the contract as found. How could I know how many working days in advance I had to write an application to terminate the contract by the end of the month if I did not have such information? Is it really fair that I have to pay for services that no one uses? And does the 21st century really take a month and a half to turn off the Internet and Tv? And it is impossible to get acquainted with the so-called "small print"where really black on white written that ten working days before the end of the month must submit an application to terminate the contract by the end of the month? Sounds more like once again using customer ignorance.
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