Orange Price changes ?

daveboy

Wondering whether it would be a good idea to lock this thread due to its size, and start a new one on the subject of those people who were refused cancellation before Orange changed their minds.

As Orange are no longer changing the prices - the only issue that remains is those that were misled when they tried to cancel and still have either no PAC code or have not been disconnected.

love_my_2_boys

Thought It would be a good idea to start a new thead as the other one is so long now.
Can you post your experiences of Orange if you were told you could cancel only to find now they are saying this hasn't gone through

Thanks

Squaddieskin

Has Orange customer service failed to give you a satisfactory answer to your question?

Telephone;

THE EXECUTIVE OFFICE FOR ORANGE MOBILE

0800 0790 134

And follow up your complaint in full, in writing to the CEO or Orange giving seven days to reply.

TOM ALEXANDER
ORANGE PCS Ltd
PO BOX 10
PATCHWAY
BRISTOL
BS32 4BQ

Send all correspondence by recorded delivery, and mark all letters
Personal, to be opened by addressee only.

Totality

Got a text this morning on the number I AM keeping telling me to call back if I want to change my mind about cancelling on the other numbers since they've dropped their plans.

Any

Totality wrote: »

Got a text this morning on the number I AM keeping telling me to call back if I want to change my mind about cancelling on the other numbers since they've dropped their plans.

Me too... I cannot call as it is my OH's contract... Are you going to ring them?

Jamey_2

I'm in this boat.

On Monday evening I finally got Orange to agree to cancel my contract (free) and send me a PAC code. Immediately after this phone call I called the Executive Team to double-check it was all logged in the system and going through ok. They said it was.

Tuesday morning I called the Executive Team again to triple-check (call me paranoid if you want) and once again they said it was all going through fine, the PAC code would be on the way to me.

Wednesday morning Orange announced their U-turn and said that all existing cancellations would be honoured and everyone who'd already made an agreement would still get their PAC code.

Wednesday afternoon I had a call about the letter I'd sent on Monday, which had gone out before I finally got agreement to cancel over the phone Monday evening. I told them I'd agreed to cancel and I still wanted to go ahead, the woman said OK.

Thursday afternoon (yesterday) I had a similar call from Orange customer serviced but this time it was about the email rather than the physical letter. Once again I told them I'd agreed to cancel and I still wanted to go ahead and cancel. This time the chap started muttering lots of half-sentences and said he'd check everything was going through.

After a few minutes I was transferred to a woman who told me there was no record of me ever having agreed to disconnect and a PAC code was not on the way. She also tried to tell me I hadn't received 'the text' but it's still on my phone and I told her this. I spent a few minutes telling her they must have lost their records but she wasn't budging so I told her I'd take it up with the Executive Team as there was a woman I'd spoken to a few times and had some banter with and I was hopeful she would remember me.

I called her (woman in Exec Team) this morning and she remembered me. Rather than begin by recounting the conversation from yesterday I decided to just politely ask if I could get my PAC over the phone as the chap who agreed to my disconnection on Monday said that if I didn't have the code by Friday I could call up and get it over the phone.

She tried to get me the code but the system wasn't allowing one to be generated because it said my last PAC code (from November 2008, which I ended up not using) was still active. Clearly a mistake as they're only meant to be active for 30 days so she sent an email to the relevant department to get it cancelled and told me it would probably take 24 hours for them to cancel it, then she would try again to get me my code.

I finished the call by asking her to put notes on my account to detail everything we'd just talked about as I feared that other departments might not have the correct information and she said she would.

I'm a little nervous as to what's going to happen, I don't mind telling you. I've taken out a new contract but I'm still well within the 14-day cooling off period so I'll give it a bit longer before I return the new phone to see what happens. Haven't used it yet.

love_my_2_boys

It seems to be more the people who have requested a PAC code that are having problems rather than those who asked for immediate disconection? ( I am one of those, call me paranoid but I had a horrible feeling that they would back track on the request if/when they changes their minds regarding the call chages)
I'm glad I did now.
Please let us know how you get on and any further problems report it to OFCOM (power in numbers!)
Hope it all works out for you

xx

punk_football

!!!!!!, what a set of !!!!s orange are. On the 3rd August I requested my PAC. They said they'd send it to me. It got to 11th August and I still hadn't had it so I phoned up. They offered me a brand new contract which I accepted. Now I've just got a text saying they're no longer making these changes and "would love for me to stay".

Does anyone know what my legal rights are with this. I don't wanna phone I phone them up and them they feed me a load of nonsense down the phone.

Jamey_2

Just had a call from Jill Insley at The Guardian's/Observer's consumer team. I think she might be picking up this latest development in the story with Orange today so if anyone else genuinely had an agreement that Orange have since gone back on then it might be worth letting her (or her team) know.

Jamey_2

And as if by magic I just had a call. I now have a PAC code and verbal confirmation that I'm leaving free of charge, with an apology for the person I spoke to yesterday as they had "incorrect information" due to the fact that the PAC had hit a glitch being issued.

I'd just like to say that Jamie in the Executive Team is outstanding throughout all of this, if anyone else gets to speak to her please be nice and thank her lots. She's a gem.