Orange Missery!

yoda84

Hi guys,
I'm having problems with Orange and my Pay Monthly account, heres the story.

I phoned in July and spoke to a rep and explained that i couldn't pay my bill (£112 for June & July) as I had only just started work, but that I would get paid the end of July and as soon as I had the funds i would pay the bill in full. This wasn't a problem and I was told I would not be barred.

My pay cleared and I rang and paid the £112 on Monday, tuesday morning I was barred, I then emailed Orange and informed them that after checking online Orange had added Augusts bill to my account already (even though my bill date is the 16th), another £52. So I also paid this and was told on the phone "dont worry, your bar has already been lifted".

Sadly not, I'm still barred and everytime I try to contact customer support I can't connect to a Rep as it tells me "calls from this mobile are barred".

Here is a copy of the Email I have just sent them.
Can anyone suggest what I can do to try and get a bit of compensation ( or maybe a free upgrade for me trouble hehehe)

"Dear Sir (again),

Yesterday I contacted you regarding my account, which had been barred even though I had paid my bill....then i find that you added the £50 from August's bill to my account already, although my bill date is the 16th???

I also paid this IN FULL yesterday, and i was told on the phone "don't worry, your bar has already been removed"... Unfortunately that was not the case, so I decided to ring customer services and discuss it, but I can't do that as my phone won't connect to ring them!

I have checked online and I can see the problem:


"You have an overdue balance of £0.00. Until the outstanding balance has been paid online access to this account will be restricted to making a payment and viewing your bills.
click here to make a payment online now
If you would like to discuss this account, please contact Orange Collections department on 07973 100178. Their opening hours are Monday to Friday 9am to 8:00pm and Saturday 9am to 5:30pm. "

WOW, see that? an overdue balance of £0.00..yes that's NOTHING, that must be the reason I am receiving terrible service from Orange once again.

If I broke my contract with Orange, I would be forced to pay a fee, now you have broken your contract with me by not providing the services offered, what will I receive in return for your giant mess up and the run around that you have put me through which has cost me time, money and a huge amount of respect for Orange.

If i do not hear from an orange rep today, confirming your error and offering compensation, I will have no other choice than to contact trading standards."

Cheers Guys
Darren

Jvic28

Hi,

I think your email was a little too cocky. I don't know what you do for a living but when I have worked in Customer Services I find I don't really want to help customers who are cocky or aggressive. I think if you mentioned how dissapointed you were and that you would be grateful for any help etc you would be more likely to get a favourable respinse when asking for compo.

Just my thoughts, I'm sure many people will dissagree though.

x

yoda84

Cheers!
I know I was a little cocky, It just really annoys me that if i do something they dont like their straight on the phone demanding money or an explanation, yet when they mess up we(the consumer) get nothing.

Still barred at the min lol
Darren

amy

does payment take 3 days to clear or is it usually immediate??

yoda84

Usually straight away. As soon as I paid the £50 for this month the reponse was "your bar has been removed" and if i check my balance its £0.00 both on customer services and online....?
Darren

fray_bentos_3

Go into your local Orange shop, that's the way to get this solved as this will call customer services on youur behalf. I had to do this when Orange failed to setup my direct debit, the store staff sorted it pretty quickly.

yoda84

Cheers for the advice. bu im in work 8-7 everday so that means having to wait until the weekend. Anyone else been caught out like this with orange? Don't some phone stores offer to buy out your contract if you have 6 months left, might look into that!

Darren

lawbunny

Not sure how it works on Orange but I know on T-Mobile that any action on your account (ie an unsuspension) can take up to 24 hrs to process completely. If your phone is still not back on after 24 hrs try a reboot to force it to reconnect ie take the battery out the phone whilst it is still switched on, give it a min, then put it all back together and turn it back on.

Just a suggestion.

HC_2

Am I being stupid here? If you want to call customer support to discuss the situation and you can't use your mobile because it's barred, just use another phone!?!? 07973 100150.

Jvic28

HC wrote: »

Am I being stupid here? If you want to call customer support to discuss the situation and you can't use your mobile because it's barred, just use another phone!?!? 07973 100150.

Not always possible if you work long hours and are unable to make personal calls from the work phone though.

Jvic28

yoda84 wrote: »

Cheers!
I know I was a little cocky, It just really annoys me that if i do something they dont like their straight on the phone demanding money or an explanation, yet when they mess up we(the consumer) get nothing.

Still barred at the min lol
Darren

I know what you mean. It's difficult sometimes to bite your tongue when they !!!! up all the time. You still disconnected?