Is Orange scamming us?

webkami

pricefighter wrote:

Your E Mail must have done the trick .

Its now working from phone as well.

Maybe it was my email

But Minutes working now.....

Only 90 Left out of 200........... I thought I was not spending much ....

stamford

mobilegossip wrote:

They normally reply if you mail them.

The CEO is Sanjiv Ahuja sanjiv.ahuja@orange.co.uk alternatively the general e-mail address for the CEO's office is executive.office@orange.co.uk

I e mailed them earlier this morning and got a call back from the "Executive Office" after much moaniong and !!!!!ing about what a shower I considered them to be etc was offered a credit ofone months free line rental as a goodwill gesture.

The 150 option 1 services seems to be working intermittently - I told them it was no surprise to me that they knew how many minutes I'd used when it came to billing time

g33za

Perhaps if this happens next time (which i am sure it will near to the next billing cycle) everyone phones customer services and complains time and time again.

The more people complain and call about it will surely frustrate them and the cost to Orange will far exceed the cost to customers?

webkami

Did I miss that good will gesture?:(

I got a call from one of Orange's own numbers but missed that. It only rang 3 times. Think somebody was in hurry.

cube_2

Any reason why they only update the remaining minute approximately once every 24 hours and not ASAP?

Zeldazog

cube wrote:

Any reason why they only update the remaining minute approximately once every 24 hours and not ASAP?

Unless things changed in the last 18 months, it only ever used to be updated every day or so anyway.

oranabana

g33za wrote:

Perhaps if this happens next time (which i am sure it will near to the next billing cycle) everyone phones customer services and complains time and time again.

The more people complain and call about it will surely frustrate them and the cost to Orange will far exceed the cost to customers?

guess we ought to all email that executive e-mail address at that point. Mine are working again, and I have received a letter from Orange this morning, after having been contacted by them last week about a complaint through Ofcom. It reads (love the grammar of this one!):

Dear (name deleted)


I am writing on behalf of Orange with regards to and Ofcom complaint received regarding the above account.

It is concerning that you believe the Bundled Minutes Enquiry Line is unavailable each month for a few days prior to your billing date and I can assure you that is should not be the case. We are currently experiencing problems with the Bundled Minute Line, whihc has caused the service to be removed from service while maintainance and improvement work is undertake. As soon as stability of this service is improved, it will be returned to service.

Your comments regarding the inclusion of itemised unbilled information on the Your Account section of our website are acknowledged. If we were to supply a alist of numbers dialled prior to the bill being calculated, we would also have to supply the call charges to date for those calls. As the call charge data is not 100 % accurate untill the bill is generated and calculated on the billing date, this approximate call charge information would cause confusion. However your comments have been passed to the Orange webmaster for future consideration.

I trust my resonse has addressed the points raised.

Yours Sincerely


(name deleted)
Executive Assistant

webkami

cube wrote:

Any reason why they only update the remaining minute approximately once every 24 hours and not ASAP?

Yes its always been like this for me. Its not even 24 hours always, sometimes its 2 days old. But still you can add up your yesterday's and todays calls. Its better than nothing.

Maybe I dont know this right, but O2 can only show you the unbilled calls list. You have to do the math your self.

And Three tells you Updated inclusive minutes

I wish they can combine their billing systems.

Just one system telling Recently updated minutes, with all call details online and on CS Line.

cube_2

I guess the best thing to do is reset the call timer on your phone at the beginning of every month.

mancitychick

cube wrote:

I guess the best thing to do is reset the call timer on your phone at the beginning of every month.

Agree, but this doesn't give you a true picture of how many of your inclusive "free" minutes you have used. Your call timer counts all calls made, and doesn't seperate out calls made abroad or to 0870 numbers etc... which are calls that don't count as part of your inclusive mins.