Still waiting on a Optus refund?
Can you get a refund from Optus? Check eligibility first
Optus refunds are available under specific conditions that may include billing overcharges, incorrect charges, account cancellations with credit balances, and device returns.
Refunds for billing errors and overpayments are typically approved, but change-of-mind refunds for prepaid services and subscriptions are less likely. If your account has a credit balance after you cancel, you must request a refund – it will not be automatically processed.
How to get a refund from Optus
- Check Your Account Status – Log in to My Optus to see if you have a credit balance or recent billing error.
- Contact Optus Support – Utilise Optus support channels: message website live chat, call 133 937, or visit an Optus store to request your refund.
- Provide Required Details – Give Optus your account number, the refund amount, and your preferred refund method.
- Wait for Refund Approval – Optus typically approves refunds within a few business days.
- Receive Refund Confirmation – Optus will notify you via SMS or email once your refund has been processed.
- Monitor Your Bank Statement – Refunds take 5-10 business days to appear, depending on the payment method.
Optus’s refund timeframe - how long it takes
- Standard Processing Time: 5-10 business days after Optus approves the refund.
- Credit/Debit Card Refunds: Typically 2-7 days, but may vary by bank.
- Direct Bank Deposits (EFT): 2-5 business days after processing.
- Cheque Refunds: Can take 1-2 weeks due to mailing time.
- Billing Cycle Credits: If Optus applies a refund as a credit to your next bill instead of returning funds, you may need to request a direct refund instead.
Optus’s refund methods - how you'll get your money back
- Original Payment Method: Refunds are sent back to the same card or bank account used for the original payment.
- Electronic Funds Transfer (EFT): Used for closed accounts where the original payment details are unavailable.
- Cheque Refunds: For refunds where electronic methods aren’t possible a cheque will be mailed.
- On-Bill Credit: Optus may apply a refund as a credit on your next bill unless you directly request a refund.
- Device Purchase Refunds: Refunds for returned devices go back to the payment method used at purchase.
Common refund issues with Optus
- Delayed Refund Processing: Some customers report waiting longer than the stated 10 days and needing to follow up.
- Incorrect Refund Application: Some refunds are applied as account credit instead of a direct payment.
- Account Closure Refunds Not Automatic: Some customers must manually request refunds after closing their account.
- Subscription & Prepaid Service Refund Denials: Optus does not typically refund prepaid mobile recharges.
- Billing Errors Requiring Escalation: Some refunds require intervention from an Optus supervisor or the Telecommunications Industry Ombudsman (TIO).
Optus cases submitted through Ajust
I had a $180 credit and asked for just $150 to be refunded to my bank. I gave my details, but instead, Optus sent a cheque to my old address-despite me updating it months ago. Since then, I’ve been bounced between text bots and hung up on twice. I’m still chasing the refund.
Optus charged me $35 instead of the $15 Black Friday offer for my eSIM. To make it worse, I was assigned a recycled number still linked to someone else’s account-—I received their messages and even customer support called me by the wrong name. I requested a full refund immediately. - Jason
We had data roaming turned off while overseas, yet Optus still charged us $5 per day. They told us refunds would appear on our bill-but nothing was ever returned. I’ve contacted them multiple times and I’m still waiting for those charges to be reversed. - Rex
I found an unauthorised payment from Optus after already contacting them twice to cancel unwanted services. The fact they still deducted money from my account pushed me to request a full refund. It felt like I wasn’t being heard at all. - Kathleen
Customer experiences with Optus refund cases
Billing Overcharge Refund: A customer was incorrectly charged after cancelling their plan. They escalated the issue, and Optus refunded the amount within 7 days.
Device Return Refund Success: A customer returned an unopened phone within 14 days and received a full refund in 5 business days.
Refund Initially Denied, Approved After Follow-Up: One user was told their refund was not approved, but after escalating, a manager manually processed it.
How Optus Refund Policy Compares to Competitors
Optus Refund FAQs
Can I get a refund from Optus if I cancel my account?
Yes, but you must request it-Optus won’t automatically refund your credit balance. If you cancel and your account ends up in credit, you're eligible for a refund. Log in to your Optus account to check your balance, then contact support to initiate the refund. Make sure to provide your account number, the refund amount, and how you'd like to receive it.
How long do Optus refunds take to process?
Optus refunds typically take 5-10 business days after approval. Credit/debit card refunds usually arrive faster (2-7 days), while direct bank deposits may take 2-5 days. Cheque refunds take longer due to mailing time. If your refund isn’t visible after 10 days, follow up with Optus or escalate through the Telecommunications Industry Ombudsman (TIO).
What are the most common reasons Optus refunds are delayed or denied?
Refunds are often delayed due to manual processing or misapplied as credits. Some customers must chase Optus if their refund isn’t issued, especially after account closure. Prepaid and subscription services are rarely refunded. If Optus misapplies a refund as a bill credit, you may need to specifically request direct payment instead.
How can Ajust help me get an Optus refund faster?
Ajust helps cut through delays by pushing your case directly to Optus for resolution. Instead of waiting on hold or getting stuck in chatbot loops, Ajust handles the refund request, escalates if needed, and ensures you get an outcome-money, fix, or explanation. It’s the fastest way to check your rights and demand what you're owed.
You deserve your money back, don’t let it slip away.
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