Hi @samoz, welcome to the community.
What a terrible position you find yourself in. I assume the ‘old address’ is your old address and you had updated your contact details with Optus. It wasn’t someone else who ordered the phone, such as using information from the Optus data breach.
It appears you have gone the path of formally complaining to Optus, and elevating the complaint, to no avail.
If you have also gone to the Telecommunication Industry Ombudsman, the next step will be to get legal advice. Obtaining legal advice may be beneficial as they may know of additional avenues to take, to resolve the problems you are having with Optus.
Within the community there is information on how to obtain legal advice:
Unfortunately the community is unable to provide legal advice.
