Orange Contract Ripoff

thetoon

The misses rang up to get an upgrade on Friday as shes come to the end of her 12 month contract, the CSA then told her she had 6 months to go as she agreed to an 18 month contract!! This is complete rubbish, her and myself only ever do 12 month contracts and i had actually sat next to her when she was agreeing the last one. She has been an Orange customer for 11 years!! They looked on notes and said they could see she wasnt happy to do an 18 month contract but then agreed!!?? rubbish!! She then said she wanted someone senior to speak to, they said they'd call her back in an hour!

Nothing all wknd and when she called today there was no notes of the conversation!! Typical!! They seem to just document whatever they want She then told them the complaint again and he basically said tough!! she asked for proof and that she wanted to hear the recordings of the conversation and they just said she wasn't allowed and they were for training purposes only!! surely thats not right under the data protection act!!??They told her that as she used a new sim sent to her "that was that".
The CSA refused to put her through to a supervisor, so the misses said she wanted to complain, and was then told she'll be called back in 3 hours!!
:mad:
I had the same problem with Vodafone a while back but they simply appologised and corrected the contract!!
What rights do we have here!!???
We can't trust the Orange CSA agent's to do the're job properly or even put notes on the're calls, surely the're system must log all calls received and whos dealt with them!??? What inforation can we get??
Anyone else had this problem????

Boppy_2

Orange will've sent you through a copy of your new contract, it would be detailed on there the agreement. As far as Orange are concerned an 18 month contract was agreed and your wife has been happy with it for 12 months as it was never disputed when new agreements were sent to you. You can upgrade in 3 months once you have hit 15 months of your contract.

thetoon

Sure but we never agreed to an 18 month contract, we actually areed to a 12 month! This was agreed with them over the phone!! We want the recording but they have said they wont provide us with this.

GarethEvans_3

I have had simmilar problem with Orange CSA's they have not been making notes or amending my contract when i asked them too. (see orange contract problem thread) i think its pathetic the service they provide. i for one will not be renewing my contract with them

thetoon

Cheers mate, been well over 3 hours now and still no callback!!

thetoon

The misses has just pointed out that they never sent any new terms out just a new sim, They also told her today that as she used the new sim sent to her that was the same as agreeing to new terms and "that was that".

Basically they think its fine to get you to agree to one contract over the phone, then dupe you by putting you on another (getting a nice bonus for themselves at the same time im sure!), put whatever they want on the notes hoping you never notice. Simply put its a crime!

gk172

What do the bills say? My 12 month deal was confirmed with the fact the invoice showed my tariff Dolphin 35 (12 month contract). As i thought i might have been sneaked onto a 18 month deal but it was only 12 month thankfully.

epsilondraconis

Hi thetoon, don't take no for an answer from Orange customer services. I have recently had a battle with Orange over something a customer service guy had told me - in the end I ended up being contacted by someone in their executive office. The lady that dealt with me was extremely helpful and everything was resolved very quickly. I made sure I got the deal that I was promised by the customer service guy, even though it was a deal that shouldn't have been offered in the first place.
The number for the executive number is below - however first, before calling it, I would send a message via the Orange online messaging facility describing everything that has happened and ask to be called back within 48 hours. You will receive an automatic reply to your message giving you a query number. If you don't receive the callback - call the executive office and tell them that you have tried everything to get it resolved and that you are pulling your hair out trying to get it sorted. The best thing to do is to be very nice on the phone, but be firm. You never know, you may even get a better deal from them for all of your hassle - remember if you don't ask you don't get. Good luck.

Edit: Forgot to add the number... 0870 8700 862

thetoon

Thanks for all your help guys!!
They never rang back so she called in again!!, this time had a helpful person who spoke to her manager and has put her contract back down to 12 months and is sorting her free upgrade, well she's calling her at 12.30pm to sort it.... we'll see.....
Just goes to prove, you should never let people mug you off, if your know in the right, you gotta stand up for yourself.

Guys_Dad

thetoon wrote: »

Thanks for all your help guys!!
They never rang back so she called in again!!, this time had a helpful person who spoke to her manager and has put her contract back down to 12 months and is sorting her free upgrade, well she's calling her at 12.30pm to sort it.... we'll see.....
Just goes to prove, you should never let people mug you off, if your know in the right, you gotta stand up for yourself.

Actually, the real message from your experience is the reinforcement of Sam Goldwyn's famous comment - which he denied saying - "A verbal contract is not worth the paper it is written on".

• ALWAYS get a written copy of what you have signed up to.
• File it and remember where!

Luckily Orange are a reasonably straight company, unlike many in other threads and you did the right thing by standing your ground. But if they had been less straight, you could have found yourself stuck to an 18 month contract or facing a CCJ if you stopped paying.

Just one thing - the free upgrade you mention. New contract? Better get a written version or I look forward to reading your next thread in November 2009!!!!!!!!!!