Mobile Cashback problems - Orange

Keanu · 5 March 2008 at 2:27PM

Different Issue with Orange:

I have experienced different difficulties with Orange - my monthly bill is produced on 19th of the month, normally received by 26th, giving me 7 days to get the bill to the Cash Back company - which to be fair they've always honoured to date.

Problem came in Feb where I had not received my bill by 26th. I rang Orange and explained I needed a copy bill sending out urgently or a new bill with new date applied to give me to time get it to the Cash Back company within 14 days. Orange helpfully informed me i) they couldn't run a new bill with a new date as 'the systems didn't allow it' and ii) they wouldn't send a copy bill as I have been advised from the outset that bills take 7-10 days to be delivered. I was advised I could get an electronic version from the web (which of course is no good for cash back deals). I then had to wait until the 11th day to find the bill had still not appeared, this being a Saturday I had now run out of time to get the bill to the cash back company.

I've now lost the remainder of the cash back, over £150. Subsequent conversation with Orange basically saw them wash their hands of it as 'they have no direct link with third party cash back companies'.

Orange and Royal Mail say they are blameless, the cash back company are happy I've defaulted and me as the customer in all this have lost £150+

In a subsequent conversation with Orange they tell me they're not in a position to offer any type of good will gesture!!!!!

Any suggestions??

twjnorth · 7 March 2008 at 8:42PM

Just to add to my earlier post, i just got my bill from Orange through the post and it confirms i am now on Racoon 25. I was worried for a minute because it said (12 months) in brackets after it so i phoned Orange to check i hadnt missed something in the small print and signed up to another 12 months.

I havent missed anything any my contract will still end in July so even though i will never see my cashback at least i've saved £15 per month for the remaining 4 months of my contract.

Apparently i could also upgrade my handset next month also without affecting the end date on my contract so i might investigate that as well given that i've been paying £40 per month.

There are some conditions on using best plan on the orange website. You must have connected before 15th October 2007 if you didnt connect directly via Orange and you can loose any promo bundles or offers you got as addons with your phone and Orange handset insurance if you had it but presumably, most people that did cashback deals just got the connection and a handset so check your deal before you commit to changing and make sure it does save you something first.

Regards
Trevor.

twjnorth · 7 March 2008 at 8:53PM

Maybe this should be posted elsewhere as i think this thread is meant to be just for deals people have changed to if cashbacks are unsuccessful but i'll try and answer it anyway and maybe a moderator can move it somewhere more appropriate.

It depends on who runs the cashback as e2save do accept photocopies and downloaded versions of bills. The cashback companies that use a model where they expect 60% or more of cashback claims to fail to meet the terms do tend to impose much stricter terms and condition to help them meet their target percentage.

This is something you have to consider when you take out these deals and if the time allowed to return the bills is too short and you havent allowed enough time for the postal delay in receiving the bill then you could be in the situation you are now in.

Maybe you could have sent the copy bill by recorded delivery and then sent the real one when it arrived but obviously anything that breaks the terms means the cashback company will jump on that as a reason not to pay out.

Keanu wrote: »

Different Issue with Orange:

Problem came in Feb where I had not received my bill by 26th. I rang Orange and explained I needed a copy bill sending out urgently or a new bill with new date applied to give me to time get it to the Cash Back company within 14 days. Orange helpfully informed me i) they couldn't run a new bill with a new date as 'the systems didn't allow it' and ii) they wouldn't send a copy bill as I have been advised from the outset that bills take 7-10 days to be delivered. I was advised I could get an electronic version from the web (which of course is no good for cash back deals). I then had to wait until the 11th day to find the bill had still not appeared, this being a Saturday I had now run out of time to get the bill to the cash back company.

I've now lost the remainder of the cash back, over £150. Subsequent conversation with Orange basically saw them wash their hands of it as 'they have no direct link with third party cash back companies'.

Orange and Royal Mail say they are blameless, the cash back company are happy I've defaulted and me as the customer in all this have lost £150+

In a subsequent conversation with Orange they tell me they're not in a position to offer any type of good will gesture!!!!!

Any suggestions??

kosial · 8 March 2008 at 9:10PM

Hi All,

Sorry if that's a wrong thread to ask but I bought a phone from Orange via The Link with a cashback offer. I received my first cheque for 35 pounds instead of 105 pounds.

I sent a letter to that address:

The Link Stores Ltd.
Maylands Avenue
Hemel Hampstead
HP2 7TG

explaining everything and asking to receive the answer within 14 days.

I received a letter from that address:

Currys
2 Nunnery Square
The Parkway
Sheffield S2 5DD

stating that 'As the purchase was made from The Link Direct, a copy op your correspondence has been forwarded to them for investigating and they will reply to you in due course' - obviously never heard from them.

I have to mention that later I received two cheques for 105 pounds, so obviously all my claims were valid, someone made a mistake.

What to do now, whom to contact to get those missing 70 quid?

Any advise?

gplans · 13 March 2008 at 6:56PM

twjnorth, your posts were so helpful although too late for me as I've just found out. You're right in believing that downgrading your tariff online doesn't enter you into a new contract with Orange - I've just read this quote online:
"Please note - if you change your service plan online your current contract period will stay the same. To start a new 12, 18 or 24 month contract please call 343."

I have/had a cashback deal with Mobile Outlet for which they owe/owed me £420; I have a 12-month contract with Orange at £35 pm (Canary 35, I think?) and only have 2 months left of my contract. I phoned Orange last Wednesday to negotiate a better deal and spoke to an ordinary Customer Services person but the best they could offer me was the Racoon 30 (£30 pm). I then asked to speak to their supervisor to see if I could get a better deal but the best she could give me was again the Racoon 30 plus £10 credit for goodwill, despite all my arguments and reasoning. I was told the new tariff would only take effect from my next billing date which is the 19th March, but from checking online now it seems I was moved immediately on to it.

I've just tried viewing my "Best Plan" but it won't allow me as I'm already on the new tariff and obviously my new usage can't be compared. I tried going directly to the "Service Plans" to change my tariff myself but it wouldn't offer me Racoon 25. My advice is to GO FIRST online to change your tariff via the "Best Plan Review" as twjnorth advises, as once you've phoned 150 and agreed to their offer you cannot change it again online, like I've just tried (although I will phone 150 again to say that I was advised my new tariff would only take effect the 19th March so I can try again online).

Mobile Cashback problems - Orange

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