Orange mobile. Do you think I have a case?

enlight85

Hi, I am brand new to the forum and looking forward to reading around and settling in. I don't usually post online but this is something I really need help with and wondered if you thought I might have a case.


I have a contract with Orange – 18 Month Dolphin 35 but was always going over the allowance. So I thought I would upgrade to something with more minutes. So in January I signed into my account online and upgraded. However, the change never took place. So I used double the minutes I thought I was allowed and received a bill much higher than I was used to. Ouch.


I ring Orange up and explain the mix up – they agree to change it. I think this is early February now. However, next month I get another whopping bill. And no change to my account. So I am little bit annoyed but give them the benefit of the doubt. I ring them again and receive more sincere apologies but they will definitely change my account over to get more minutes etc. This should resolve my large bill issues.


March bill brings another high bill and no change of account. Plus I have overdraft charges which they now tell me that they will pay off if I send over a fax of the details and they would also refund me £20 of my balance and reset my whole account to start from scratch. I was pleased with that and since the girl was so genuine – I thought the problem resolved.


April brings me the largest bill I have received ever in my life which is annoying. I rang Orange again to confirm they were refunding the initial £20 as well as the £35 overdraft charge that should have been taken care of a week ago. Neither has been done – BUT they have finally moved my account over. But not as quickly as they said they would. Thus the £200+ phone bill.


Since January I haven't had a bill under £150 when the new contract that was within the allowance I thought I had, was supposed to cost me £50 or so. Its 4 months of incompetence and an inability to resolve any issue I have had. Plus they have lost the fax – or at least, not received them with my bank details on. [some of which has been omitted, obviously]


Is this grounds to request a refund of the call charges – over £500 or cancel my account with Orange? I apologise if a thread like this exists or if I have put this in the wrong place. And any help or advice is greatly appreciated.

Andy_Ches

It's difficult to say, I'm with Vodafone and over the years I have always received confirmation via post about price plan changes or when I switched to online billing...I always checked online to make sure it had switched over to the new price plan.

I would definatley collate all your evidence, charges and phone calls together and send them in as a written formal complaint and clearly list everything, times/dates of phone calls and communications, charges incurred and any other information to support your case.

Jon_01

The requests through the website get dropped into files and have to be worked by the front line staff (I used to do them).
Any changes won't kick in until your next billing cycle starts.
If the changes can't be actioned for some reason the agent is supposed to either text or call the customer.

You need to call CS and get through to a team leader (you'll have to explain to an agent frist as they have to tell the TL why you want to talk to them).
Before hand make a note of all the info you have and all the dates you have. The request through the web will have left an audit trail so they will be able to find that.
State your case clearly and calmly and they will help you.

It's better to call weekdays between 9 and 5, there are far more agent and TL in (at weekends there can sometimes only be 1 TL in, so you can have a heck of a wait to got to one).
If you call in the week do not let them call you back, if they offer to because a TL isn't around, just tell them you'll stay on the line until one is free. They'll find one for you then as you're messing up their call stats.

Good luck...