A disgruntled customer has shared the infuriating conversation he had with a customer service chatbot while trying to cancel his data plan.
The customer requested assistance in trying to cancel an ongoing ‘Optus Choice Plus’ data plan which would have rolled over after their tablet’s contract ended on October 6.
Captioned “It takes over 10 requests and a threat to the ACCC to cancel an Optus plan…
“, the frustrated customer took to Reddit to share screenshots of the strange conversation.
“I wasted 30 minutes of my life trying to cancel an Optus mobile plan,” they added.
“I can’t believe they turned a one-click process into this monstrosity.”
A disgruntled customer took to Reddit on Thursday to share screenshots of his conversation with a customer service representative (pictured)
Starting the conversation on Thursday at 12:47 p.m., the customer initiated the request via Optus chat to “cancel the plan”.
After receiving an automated message offering options for help with their plan, the bot offered to connect them with an “expert.”
“Cancel plan,” the customer wrote again, before being put in touch with a customer service representative, “Wyatt.”
“I want to cancel my tablet plan,” they wrote again.
“I understand you are considering canceling the service. You have contacted the right team. I can definitely help you resolve your issue,” the Optus employee replied.
The customer then wrote that they wanted to cancel their data plan, explaining to the representative that they no longer needed it after receiving their tablet.
After acknowledging the customer’s request, the customer service manager comes back with a counter-offer.
The customer is seen repeatedly asking to cancel the data plan associated with his tablet (photo)
However, the Optus employee instead offered the customer several different plan options (pictured)
“I understand that you (sic) are looking to reduce the package fees and are therefore looking to cancel the service. Let me check what I can do best here for you,” the representative said.
“Instead of canceling plans I can help you with the (sic) best deals on services so you can use them,” they wrote a few minutes later, suggesting the new Optus Choice Plus data plan to $20 and offering a discount of $10 for $12. month.
“Does this sound (sic) good?” Can you confirm please?’ they asked.
Once again, the customer simply responds: “No thanks. Can you just cancel it please.
The rep wrote: “I’m so sorry if you feel this way. May I ask what we could do to keep you with Optus?
‘Nothing. Please cancel,” the customer insisted.
The discussions then continued, with the representative offering three months of free access to the service “because you are a loyal Optus customer”, and they “help you with the best deals”.
“Are you okay (sic)?” they wrote.
The customer replied: “No. Cancel. THE. Plan.’
It comes as Optus continues to feel the impact of last September’s massive data breach, in which some 10,200 customers had their personal information leaked on the dark web (pictured, stock)
“I’m so sorry if you feel this way,” the rep wrote.
“As you still seek to cancel service, I will respect your decision.”
‘Wonderful. I will consider this canceled,” the customer said.
But the Optus employee had other plans.
‘Of course. Before you randomly cancel the service, do you know anyone who might be interested in using the service? they wrote.
“You can actually transfer that service to another person instead of canceling it.”
The furious customer reinstated his request, insisting the plan had already been canceled.
“Still not canceled once you confirm the above information we will proceed with the cancellation as it is a mandatory process when canceling,” the representative wrote.
“Cancel the plan. Don’t make me call the ACCC,” the customer argued.
The Optus representative assured the customer that they could help them resolve the issue, asking if they would like their supervisor to take over the chat.
The customer wrote: “You told me it was already canceled. Thank you for canceling my package. Have a nice day.’
“Please stay connected, I will help you with the cancellation,” the representative responded.
The customer wrote that it took “more than 10 requests and a threat to the ACCC to cancel an Optus plan” after spending more than half an hour sending messages via Optus chat (pictured, stock)
They were then informed that they would have to make a manual payment on their next bill, and the representative asked them again if they still wanted to cancel the plan.
‘Cancel. My. Service. Please. I understand,” the customer said.
The conversation lasted more than half an hour, with social media users joking that the customer should have just “asked to cancel the plan.”
One wrote: “You could have made it a little clearer that you wanted to cancel the plan……”
“My dad spent hours on the phone a few months ago, repeatedly telling them he wanted to cancel his plan,” another shared.
“I’ve never seen him get angry at a service employee before, but in the end I could hear the suppressed anger as he had to repeat ‘no, I don’t want specials, I just want cancel my plan. ‘.’
An Optus spokesperson said news.com.au: “Optus values every customer and is committed to ensuring that we respond to every customer request in a timely manner. »
“We regret that on this occasion the customer experience did not meet the usual high standards that Optus prides itself on.”
It comes as 150 Optus call center workers at an Adelaide office are set to be made redundant in the next four weeks, with the telecommunications company saying the job cuts will “strengthen our business”.
Some workers were reportedly told their layoff plans could be affected if they spoke to the media about the mass layoffs.
But those who spoke anonymously 7News said they were amazed, as the company hired and trained new staff at the North Terrace location just a few months ago.
A survey published last October following the telco’s massive data breach suggested that 10% of customers had already left the country’s second-largest telco “as a direct result” of the cyberattack, while more than half were “considering” doing so.
Some 10,200 Optus customers have had their sensitive information published on the dark web.