Orange Price changes ?

eaglesrest

When I called Orange on this subject, the CSA asked me "Do you want to cancel". I replied "I'd like to transfer my number and cancel with no penalty to me". He replied absolutely, your PACs in the post. It's arrived, I bought an iPhone on O2 and number transfers tomorrow.

What is a little worrying, perhaps unneccessarily, is the statement that comes with the PAC letter about your final bill: "If you have asked to port during your contract, you will be charged for the remainder of your agreement period and any outstanding balances "Port Out Termination". Standard text, call me paranoid but until I get that final bill showing no further charges I'll not be 100% convinced.

In reality the only proof I have that they agreed to release me from my contract early is a telephone call with a CSA.

Anyone had their final bill yet?

Doobdonk

love_my_2_boys wrote: »

Do you have the e-mail address there?

[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

Joe1682

customer.servicesATorange.co.uk (AT = @) You send emails to there and here is a template email people have been sending (obviously change to your stuff where nes) :

Dear Sir/Madam,
At 19:21 on 7th August 2009 I received a text message stating that Orange were altering pricing structures for calls that are not included in my plan.
This is an alteration to a contract which I signed and agreed on 26th June 2009.
In the terms and conditions of the contract to which I agreed, the contract clearly states:

“4.3 You may also terminate your Contract if we vary its terms, resulting in an excessive increase in the Charges or changes that alter your rights under this Contract to your detriment. In such cases you would need to give us at least 14 days written notice prior to your Billing Date (and within one month of us telling you about the changes). However this option does not apply if:
“4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period.”

As a result of the contract alteration (varying of terms) by Orange, I made contact with Orange customer services three separate times around approximately 09:15 on 8th August 2009 to begin the process of cancelling the contract since I do not agree to the new contract terms and conditions.
I was advised by at least three separate Orange representatives that I was not “eligible” to cancel as I was not exceeding my plan minutes. However, as stated in the text message sent by Orange:

“Hi from Orange. From 14 September we’ll be changing the cost of some calls that are not included in your plan. See (this site wouldnt let me send the url :S)

This message clearly states that the alterations Orange are making are outside of my plan, therefore I am affected and therefore I have a legal right, under the terms and conditions of the contract, to cancel.
My requests to cancel the contract were repeatedly ignored by telephone and I was categorically told in the rudest possible manner that my contract would not be cancelled because I was not “eligible”. Orange is in breach of the contract’s terms and conditions and is not abiding by a request to cancel the contract without penalty buy-out clauses.
I am notifying Orange as requested in writing, stating my disagreement with the alterations to the contract terms and conditions and, under the terms and condition of the contract, request that the contract is cancelled immediately with no penalties and a Porting Authorisation Code (PAC) be forwarded to allow me to transfer my telephone number. I expect this to take no longer than seven days.
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

marty1888

Just got my text through this minute.

Not sure whether Im going to leave or not but may ring to see what the story is and if possible blag a bill reduction and some more free texts!

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.