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Jksgoh, glad you're finally on the iPhone ship too! Going to change how you feel about phones!
Although, definitely sounds like they mucked up the paperwork and probably lost your bank statements. I use to do this during uni, and only thing they ever need a bank statement for is to verify residential address.
Now that you are in the system you can call
Optus directly for the next upgrade. Depending on your plan and 'shouting' skills you can get a 24 month plan upgraded free in about 15-18 months.
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