3 different responses from orange 150 about the same problem

JonSimmonds

I have had a orange contract for around 20 months (with a upgrade to a new handset/12month contract/same tarif etc after 12 months), after 18 months my 250 free text bundile dissappeared, strange since i was assured by the manager of the orange shop i went to that the freecalls and texts bundle was 12 months long.

On the day I got my bill i went to a different orange shop and asked their advice, a very typical 16 year old teenager who just worked to get her partying ££ gave me a typical "ring up customer services, it aint our fault", (i live and work in different towns and the orange store were i work is loads better!) so I rang 150, the operater said it was a 18 month promotion from when i brougth my phone initially (I have nowt to say this is the case, looking at the copies of the T+C & contract info from when i joined, and nowt to mention this on my upgrade slip), she then agreed to put back the bundle and place a credit to my account for the texts I had spent what would have been part of the bundle. (she was goign to ring me back that afternoon to sort out the credit and confrim it,but I was travelign on a train, so assumed "no news was good news")

January came and along came my orange bill, bundle back, but no credit, rang up 150 today, and was told that I would have been offered the choice of having the credit OR the bundle back, and not both. I then asked "dont you record all phone conservations, so cant you go back and listen to it" his response was "yes we do record the conservations, but we dont play them back ever" he then said he would try to track down who I spoke to in december and ring me back, he never rang back.

This evening I rang yet again, explained what happened, she then confirmed that the bundle was back, and the credit hadnt been actioned, she looked up what it would have been, and paid it into my account there and then!

In all 3 calls i didnt loose my temper/become rude etc, just stressed my point and how i belive i was intitled to the bundle.

the first and third call centre staff themselves were plesent and polite, the second however was rude, and seamed like he had allready chosen to say no to me

Im just supprised how I got 3 different responses to my problem before it was sorted!

sorry for the rant just felt I had to let it all out!

Rubyru_3

We have the misfortune of being Orange business customers for the last 10 years.Over the last 18 months cs has detiorated to a very low level.We have had lots of problems some small some big.The only advice I can give is always get the name ,extension number and shift pattern of the person you are talking to.