πŸ“‘ DCB refund process purposely flawed

Bookmarked DCB refund process purposely flawed (Whirlpool)

Optus was recently hit with a $10m fine plus must pay refunds to 240,000 customers for misleading them and charging them via their Direct Carrier Billing (DCB) charges for ringtones, games, tv show voting etc etc (here’s some more details:Β https://www.afr.com/business/telecommunications/optus-fined-10m-for-misleading-digital-bills-20190206-h1axbs).


As part of this Optus must refund customers. However, I believe the way they are doing so is deceptive.


The current process is this:
– Optus sends text message to customer with a code, saying they have a pending refund and to go to this link:Β http://dcbrefunds.optus.com.auΒ to enter the code
– This site redirects toΒ https://custface.azurewebsites.net
– Customer enters the code, then can fill in a form requesting home address.
– Customer is mailed a cheque.


Upon receiving the text, I assumed it was a scam. I investigated the link, and once redirected to theΒ https://custface.azurewebsites.netΒ link I was sure it was a scam. I then contacted Optus support separately to confirm it was a scam and to my surprise, found out it was in fact, legitimate.


Here are my concerns:
1. I believe Optus is intentionally playing on the fact the original text message looks like a scam to decrease the number of customers claiming their refunds.
2. I believe Optus is intentionally using an external URL so the process looks like a scam to decrease the number of customers claiming their refunds.
3. The fact Optus is informing a customer in this way and it is in fact legitimate will lead to many future situations where customers will click actual scam links in the future.


What are your thoughts Whirlpool? My concern is Optus is attempting to save money by not paying their customers back. I assume the ACCC ruling forced them to contact their customers. But I believe they are purposely making this sms to contact them look like a scam so not many customers will request the refund, saving Optus millions of dollars. What do you think

Another example of Optus’ suspect practices.

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