Phones 4 U Issue

adam.parr

Good evening all,

I have a query regarding a phone contract that i purchased from Phones 4 U.co.uk earlier this year. The contract was as below:

• Samsung Tocco Phone
• 100 Free Minutes p/month
• Unlimited texts p/month
• Free Internet Evenings and Weekends

My problems began when my first bill arrived from Orange stating that the free internet i had been promised for the duration of the contract was infact only valid for 2months. I then proceeded to call Phones4u to discuss this issue. The first customer service advisor that i spoke to stated that she had recently spoken to another consumer who had the same problem as myself, she then transferred me to the accounts manager who said that he would not be able to do anything for me. I then asked to be transferred to his manager because of the situation. He then told me that he would also be able to do nothing regarding my situation because the offer was so good.

It seemed like there had been an advertising error on the Phones4u.co.uk webpage and this particular contract had not advertised the fact the mobile internet on the phone was for 2 months only. I contested this with the Senior customer satisfaction manager who then fobbed me off. I then informed him that i would be speaking to ofcom regarding the situation.

I then quickly called Ofcom who asked whether i had a print screen shot of the deal, which unfortunately i did not think of at the time, she said that this may well damage my chances of seeing this issue resolved.

After speaking to Ofcom i proceeded to call back the Accounts manager, informing him that i had spoken to Ofcom and that i would be willing to accept half price internet for the remainder of the 24 month contract (£2.50 p/month totalling £55) with a £55 cheque sent to my address. He then stated that he would speak to Orange to resolve the issue.

I have just recently checked my phone bill for July (the first month of paying for mobile internet) to find that it has gone through the roof and i have a £33 data charge, despite not being anywhere near the 500mb monthly limit. On Tuesday i then called Orange customer services to query the cost of my bill, they then informed me that there was no notes regarding an internet bolt on added to my account information and that i would need to talk to Phones4U.

So again i phoned phones4u, explained the situation, only to be told that i would receive a call back within 48 hours after they had searched their phone call archive to find the record of my phone call with them from a few months ago. 48 hours later i am still yet to receive my phone call back.:mad:


Have i a leg to stand on? Surely Phones4U didnt expect me to speak to Orange and demand half price internet for the remainder of my contract - Orange would just laugh at me because on what authority would i have?

Thank you for any advice,

Adam

drbesty

Phones4U wouldn't be able to phone Orange on your behalf and ask for any changes to be made to your account, it would break DPA

baldude

I would have thought the half price line rental offered to you by P4U would have asked you to get that added on to your orange BY speaking to Orange.

adam.parr

Yes but how would i be able to demand half price internet from Orange without confirmation from p4u saying that they promised me this?

iwanttosave_2

drbesty wrote: »

Phones4U wouldn't be able to phone Orange on your behalf and ask for any changes to be made to your account, it would break DPA

If they have a retail contact line then yes they can phone them.

Adam, your contract is purely with P4U, your network is handled by Orange but any problems you have will have to be taken through P4U.

If you don't have proof you were offered this (it would have been written on your contract) then its your word against theirs and something would only be given purely as goodwill.

Littlemiss27

OP - Even on orange's various dedicated retail support lines a retailer would not have been able to make changes to the customers account unless they had the customers password, or the customer instore/on a three way call.

Orange are not going to be able to sort this one for you, you will have to continue to go through P4U, it may be best to write to their HO (sent recorded delivery) outlining your problems and how you want it resolved. Hopefully that way you will get the resolution you want but also proof (in the form of their written reply) of what they offered if it is disputed at any point in future.