Orange "port out termination" fee

duffman12

Hi guys, long time lurker, first time I need a bit of advice.

My girlfriend had an Orange phone contact which ended a couple of months ago. She had had a few problems with them and wanted to move to O2, we had found the deal with O2 and were just counting down the days. We rang Orange exactly 1 month before the end of the contract and said we want to give notice that we want the contract to end, and we wanted the PAC code to transfer the number to O2. When speaking to customer services we specifically asked if there would be any cancellation fee to which we were told no.

We got the number a week or so later, but the code had a 14 day expiry date.
So about a week before the end of the contract we signed up with O2 and used the PAC code to transfer the number (as the PAC code was due to expire).

We recieved and paid in full the line rental and any call charges for the last month, however a month or so later we recieved another bill for £16.04 which was called a "port out termination fee". I had already cancelled the direct debit, and after being told we would not have to pay, I did not do anything right away. I have today recieved a letter reminding us that we need to pay this amount.

I rang up and they said that the fee was because we ported the number early - although firstly we asked if there would be a fee and we were told no, and secondly there was no other option as the PAC would have expired.

Do I have a leg to stand on? The guy on the phone said we still had to pay it, he spoke to a couple of people and still came back saying we had to pay it.

I know its not a great deal of money, but we have had loads of crap with Orange before and paid bills of £50-100 (should have been £35) because they messed up (sadly it was on a different contract so I couldnt bring that back into my argument).

I have said I am not paying it yet, and I have been given the postal address where I will direct a letter to them to dispute it. Is there anything I should specifically mention? I am going to say I want the balance suspended until this is resolved, and send the letter recorded delivery so I have proof they recieved it.

Any and all advice would be great, thanks. If you need any more info please ask I will try to answer as best I can.

Tom

sporedude

I'd be carefull, If you try to ignore it then Orange will probably pass it onto debt collection, Which may harm your credit rating. Dispute the amount but whatever you do dont ignore it, Many people have been bitten in the a** by mobile companys when it comes to getting a morgage/credit ect.

Jon_01

It sounds like you used the pac a few days before the end of the contract and Orange have changed to the end date. Have you checked the contract dates ?

duffman12

I havent got all the exact bills and paperwork to hand but will have a look - what dates do you need to know?

Yes its true I did use the PAC a few days before the end of the contract, but the PAC was going to expire, and I thought once the Orange contract was gone and cancelled I might lose my phone number, which is why I transferred it just before. I paid the last months bill in full so I wasnt charged any less line rental for moving number early.

fiish

If you have paid the line rental for the final month of the contract in full Orange should have no reason to demand extra money from you. I had a similar issue with T-Mobile last year (they billed me extra for using my PAC a few days early, despite my having paid line rental up to and slightly beyond the contract term). I kept pestering them to check their numbers and eventually the extra charges were refunded.

As sporedude mentioned, ensure that there is a paper trail showing that you aren't paying their demand because you are disputing it - certainly don't ignore it

duffman12

Thanks for the responses guys.

The guy on the phone said that there was an approx 2 month turn around on writing to them, how can I be safe writing to them and not paying?

If I write saying please suspend this payment as I want to dispute it, and send it recorded delivery, will that be enough to suspend it, as with a 2 month wait to hear back that they acknowledge my letter and will suspend it I dont want any more letters about it. Any clues?

rachycakes31

Do all operators charge a port out termination fee? As I have just asked for one from my provider O2, who sent me a text with my PAC code saying I need to activate it before 9th august. I am switching to vodaphone and it says it takes a few days to activate it so I was going to call vodaphone on the 6th august and take a new contract with them. This is the first time I have ever switched and I am wondering if I will get a bill from O2? to be honest I didn't ask O2 if they charged for a PAC code as I assumed it was free to keep your number