Orange Contract problem

Jetpac

Ive recently gone through retentions at Orange and they offered me:

1000 mins, unlimited texts and unlimited data for £19.58 a month with a Touch HD that i paid £100 for. This offer was confirmed back to me each time i called (about 5 times as the phone was out of stock etc)

Now i went to check my minutes and it says i had 900 so i called them up.
They said i had been put onto a dolphin 40 contract with is 900 minutes instead of 1000 and the rest stays the same.

However they are now saying its £25 a month. Which obviously is not what i accepted the contract at (im not so much bothered about losing 100 mins its more the extra £5+ a month). They are also saying there are no notes on the account saying it was £19.58 and i have also sold the phone on.

Now im expecting a call tomorrow from the guy who set up the contract (i got put back through to the retentions department and they said that this was all they could do at the time)

I'm livid at the moment i mean its only an extra £5 a month but that's 100 over the course of the contract and more so not what i agreed to.

The only thing i have received through the post was the phone invoice no bill as of yet as i found out because i was checking to see if the contract was activated.

It may be all solved when i get a call tomorrow i'm just wondering just in case.

Where do i stand, what should i say etc?

Many thanks folks

Jon_01

The best bet with a problem like this is to cancel the upgrade (you're still inside the 7 days, yes?) and start again.
These things can be worked out in time, but it means someone going through all the system logs to see who spoke to who and when. They then have to find the CS op's (who work on a 3 on 3 off pattern) it can take an age.

Far easier to return the upgrade, get everything back to the way it was and start again.. You might even get a better deal next time !!

Crazy_Jamie

Jon_01 wrote: »

The best bet with a problem like this is to cancel the upgrade (you're still inside the 7 days, yes?) and start again.

Except he can't because he's sold the handset on.

Wait to speak to the guy who gave you the deal. He should have made a note on your account of the deal that he offered. If not, ask them to find the tape of your conversation with him.

Jon_01

Missed that bit completely !! Sorry.
In that it's down to a team leader going through the logs. Not all calls are recorded, but if 5 people spoke to you, there's a good chance one of those call will have been captured.

Crazy_Jamie

To be honest it concerns me slightly that no one that he has spoken to up to now has confirmed the deal that he was offered. It should have been noted on his file for anyone to see.

Jon_01

If 5 agents confirmed it they must be reading it from something, so it sounds like it's on his notepad. In which case it maybe just that it's been provisioned wrong on the account. If that's the case it should be a simple matter of getting it sorted.

Krfc07

Why doesn't that suprise me with Orange iv had nothing but problems from them since i opened an account with them 16 months ago!! Similar things agreeing to something and not following through

big_bad_ben

Hmmm...perhaps the service plan is still £25 per month, but they're going to subtract a £5 loyalty discount to bring the overall monthly cost down to ~£20? That's what they've done with my account, but it's difficult to get your head around before you've seen your first bill!

What happened in the end?

DebtHater

big_bad_ben wrote: »

Hmmm...perhaps the service plan is still £25 per month, but they're going to subtract a £5 loyalty discount to bring the overall monthly cost down to ~£20? That's what they've done with my account, but it's difficult to get your head around before you've seen your first bill!

What happened in the end?

Exactly what happened with my account, discounts show up as a minus figure in "My monthly extras"