Orange Price changes ?

llindsey

just to let everyone know,
i called orange twice this morning, and was told i wasn't eligible
called offcom and got a ref number
called back the ceo office and was very polite and explained this, didn't ever get into legal terms with them.
she passed me onto disconnections and i got cancelled straight away!!
thanks for all the help everyone, away to o2 to get an iphone!

Doobdonk

wrote:

If I do not receive any response within seven days, I will raise my complaint directly with Ofcom for them to deal with on my behalf.
Regards
Lewis Roberts

The only problem with that is that technically ofcom are just the regulator, and if you ring them they will refer you to CISAS who are the ombudsman and offer the free service to progress your case. Orange know that, and i believe if this goes to CISAS, which as i've told them today is exactly where i'll be taking it, they have much more to be concerned about as it then starts to go legal. You need the letter from Orange and the case pack from CISAS, dates and times of contact etc.

I have read that it's a considerable period of time to expect a response from Orange though, i think they're allowed up to 8 weeks, or so i read earlier, before you take it through CISAS. I can wait if need be...


Taken from CISAS website

''New rules, which come into force on 1 September 2009, mean that consumers will be able to use CISAS eight weeks after making an initial complaint to the communications provider.''

student_bum

Done and Done.

Very nice bloke i spoke to did it without any fuss, he said i hit every trigger.(But earlier on today i didnt!?)

It's just hit and miss so everyone keep trying!

Human_Writes

Doobdonk wrote: »

[EMAIL="compliance@orange-ftgroup.com"]compliance@orange-ftgroup.com[/EMAIL]


I can't help but think that the outcome of this will be that Orange will pull any changes to their t&cs

I received an email back from this address advising that they are not customer facing and cannot assist with my complaint, they said they'd pass a copy of my email to someone in customer services to be dealt with.

gh1990

On Friday i was told i was being cancelled immediately. That was at 1:30pm. I rang back at 6pm to query why my phone hadn’t been cancelled and was told that she had put on the system “contract to be cancelled” and the contract dates had been changed. Was then told by a stroppy woman that she would not cancel the contract because it was an issue with the other woman and that i now wasn’t eligible because i did not meet the criteria and she decided to notepad my account saying this. Spoke to a stroppy manager who told me the same and eventually was told that the original woman will ring me Saturday or Monday. Guess what i am still waiting. Gone through Ofcom, rang Orange and i am now being investigated. Heres hoping for a quick resolution because this is a farce.

Doobdonk

Human_Writes wrote: »

I received an email back from this address advising that they are not customer facing and cannot assist with my complaint, they said they'd pass a copy of my email to someone in customer services to be dealt with.

They may not be customer facing but the email i sent was a direct copy of the letter that i'd been told by customer services to sent snail mail to the compliance department, right down to the letter format. Maybe that's why i got a response?

For good measure i'd also included [EMAIL="mike.hughes@orange-ftgroup.com"]mike.hughes@orange-ftgroup.com[/EMAIL] as he was the vice president for customer care a year ago and i took my chances that he still might be.

Walter_Sobchak

llindsey wrote: »

just to let everyone know,
i called orange twice this morning, and was told i wasn't eligible
called offcom and got a ref number
called back the ceo office and was very polite and explained this, didn't ever get into legal terms with them.
she passed me onto disconnections and i got cancelled straight away!!
thanks for all the help everyone, away to o2 to get an iphone!

did they tell why you were not eligible when you 1st called? Just wondering why they changed their minds?

rj1000

Walter_Sobchak wrote: »

did they tell you you you were eligible when you 1st called? Just wondering why they changed their minds?

hmmm, I reckon the fact they had called ofcom may have suddenly made them 'elligible'.

love_my_2_boys

rj1000 wrote: »

hmmm, I reckon the fact they had called ofcom may have suddenly made them 'elligible'.

i did all that too, but didn't work for me :0(

Human_Writes

Doobdonk wrote: »

They may not be customer facing but the email i sent was a direct copy of the letter that i'd been told by customer services to sent snail mail to the compliance department, right down to the letter format. Maybe that's why i got a response?

For good measure i'd also included [EMAIL="mike.hughes@orange-ftgroup.com"]mike.hughes@orange-ftgroup.com[/EMAIL] as he was the vice president for customer care a year ago and i took my chances that he still might be.

Thanks for clarifying.

You said you got a reply from the CEO Department, they told me they deal with correspondence addressed to senior managers, directors and the like so it's likely that you got a helpful reply as a result of copying them in.

I emailed the Compliance address back and they said they couldn't help and would just pass letters and emails to customer services, if that's the case we may as well use a direct address for someone else rather than have them pass the letters and emails on for us.