Orange Animal Packages free texts

alark

I recently bought Orange SIM cards as suggested on MSE as I wanted to change provider and thought I could take advantage of other advantages too. I chose Racoon from the new animal packages, for myself and my son. The online offer clearly shows 300 free texts with any animal package,it is repeated on each individual section too. I searched for T&C as I thought there may be a catch but found nothing untoward.
However, as soon as I used my card I checked my account and found I had been charged for my first text! My husband phoned customer services, the first time there was a problem with their computers and we were asked to call back the next day. I also e-mailed them and had an automated response. We called again yesterday only to be told we were wrong and there were no free texts with Racoon cards although we had the offer on screen in front of us at that moment. Eventually the operator said he would look into it and call us back within two hours - we are still waiting!!!
I have since e-mailed them again and received the same automated response. I have just tried to call customer services again and, after many minutes of options, was cut off! Has anyone else seen this advert or experienced similar problems? Surely this is false advertising if it is not a true offer, I bought the second card on the strength of the advert.
I would love to know if anyone could enlighten me?
Thanks,
Alark:money:

fiscalfreckles

As far as I know, only the dolphin package offers free texts, but that is conditional on you topping up a certain amount each month. The canary one does the same with voice minutes. But raccoon just charges by the minute.

If you still have the advert you saw, I would check the small print very carefully and take it up with them if you still think you have been mis-sold. Those animal packages adverts can be misleading as they do highlight the free stuff but you have to check the detail to see whether you would actually get it!

Perhaps you simply need to change to dolphin?

richardjames73

The OP is correct.. the 300 free texts are still clearly stated on the orange wesbite,

http://shop.orange.co.uk/shop/sim/payg_sim

When you speak to the customer service agent, point them towards that web page. I had a similar issue with T Mobile where their agents didnt know about the offers on their own website. Very poor show.

davidwatts

On past experience (sim with 1000 free texts) the freebie could take a while to be credited but will probably turn up. Would be nice if someone at Orange could tell you though!