when is a credit not a credit??

[gopher]

we have have used optus for our home phone and broadband for years as seperate accounts but recently changed to a fusion 79 plan (which has yet to be $79 as it always seems to be $84.33) anyway back in October we get a statement from optus broadband showing we have a credit of $49.95.
so i decide to ring optus and transfer this credit to this months bill only to be told thati am not owed any credit as it is how they close the account by having to make the account in credit not a zero balance
i'm like yeah that's fair enough but why send a statement telling us we are $49.95 in credit? and he's says we send the statements and when the customer rings up we tell them they're not entitled to it. it's the way our billing system works

anyone ever heard of this before?

[JMP]

After years with optus I finally got sick of there crap last year and went to Adam internet and have never been happier. Finally I got broadband speeds I was promised and haven't been stuffed around with my bills like I was constantly with optus. Optus definitely has dropped in customer service in the last few years.

[STEEV888]

So you are telling me that you actually understood the Indian on the other end of the line ?

[gopher]

So you are telling me that you actually understood the Indian on the other end of the line ?

most of the conversation i couldn't understand
but he made a point of making sure i understood that i wouldn't be getting the credit that was on the statement to the point that he asked me 4 times if i understood

[Joe Peeps]

nah man that is bs - they cant issue a statement in credit unless they have accidentally applied a credit to the account, in which case it needs to be reversed - or if its legitimate they need to pony up the cash.

Id make a complaint they will apply the credit to your new account 99% sure