Orange Stolen Phone Nightmare!!

SavvyStudent_2

Hi guys, I need a little advice please:

About 6 weeks ago my OH had his contract orange phone stolen, and they ran up lots of bills calling Nigeria over the course of a day before he had noticed! He rang orange straight away and they told him not to worry, he wouldn't be charged for the *£80* of calls that had been run up and they'd send him out a new SIM which he put into one of our old phones, the new SIM came, and that was that. He has had a bill in since which was of a normal size.

They've rang him today asking for £500 to pay for those calls saying he's responsible?! And said as a 'good will gesture' they'll put it down to £300 and make him out a payment plan!

I'm just wondering about a couple of things really - how on earth did £80 worth of calls turn into £500, and how can they charge him after previously saying it was ok???

Any input appreciated,

Laura

Jon_01

Sounds like the agent he spoke to at first either didn't grasp what was going on or didn't understand. The T&C's state you're liable for all the costs until you report the phone stolen.
The billing systems which the frontline agents can see runs upto 24 hours behind real time, so there may have only been £80 showing when he first called it, but more would catch up after.
None of that's much help I know, sorry. . .

4810510

Has he tried going back and saying that he was told the cost of the calls was £80 and he didn't need to pay. Might be worthwhile calling customer services and see what was noted on the call log. I assume this was the call that he made when he put a call bar on so Orange will be able to identify the agent that he spoke to. It's worth a try.

sporedude

Ofcourse they can charge him the £300. It takes more time to update calls when abroad than in the UK, So it would have shown £80 then updated itself. And at 4810510, Why would he not need to pay?