Orange didn't honour their retention offer, am I stuck??

latchmere

Hi, Orange offered a few incentives to keep me with them, I got the first bill which still included a charge for insurance and they said "that's just your old contract, the next one will be right" but of course it wasn't but I was in the process of moving and I forgot about it. I rang when I received my next bill (so I've been two bills on the new deal now) and I rang straight away to complain that I was still being charged for insurance. The lady I spoke to said the guy I originally dealt with was completely unhelpful and all she could do was email his line manager to try and get someone to get in touch with me. But of course no one has, and I feel duped. It's only six pounds a month but for 18 months that adds up, and it was the difference between switching or not, the final offer that kept me. Am I tied into the contract? I really want to make a fuss just because it seems really under handed (or if not underhanded then at least really lazy customer service).

Does anyone know if I have a case at all, and if I do how on earth I take it forward?? Any info at all would be a huge help and much appreciated....

OneADay

Insurance is not mandatory, at least normally not sure what Orange have given you exactly.
You can normally cancel it yourself by phoning the offending insurance company - its fairly simple.

latchmere

Sorry, should've explained. I've always paid for Orange Care insurance myself, but as part of the rention offer the guy said Orange would pay the £6 a month. Feel better having it, would be a bit nervous about cancelling it, plus I'm just annoyed that they're getting away with not honouring something, would rather leave completely than stay and just cancel insurance.

OneADay

Well they should have a phone record of your conversation hopefully to prove your case (i.e. recording). You could ask for that to be heard in making your case.

There are Orange representatives on these boards who might chase up the issue for you if you PM your information to them (they might see this thread themselves).

Phone up Orange again and make sure to mention the recording of conversation if it gets to a stage where they don't believe you but by sounds of it they are looking into it for you. Just be nice and hopefully they will be nice back.

stokefan

i would be evil, make a couple of claims sell said phones on ebay, then use that to pay the insurance,

Jon_01

stokefan wrote: »

i would be evil, make a couple of claims sell said phones on ebay, then use that to pay the insurance,

After you claim the old phones is blocked, not going to make you popular on ebay. . .

Alias_Omega

stokefan wrote: »

i would be evil, make a couple of claims sell said phones on ebay, then use that to pay the insurance,

Insurance fraud..

Not a very nice thing to have on your criminal record when looking for -

Buildings Insurance
Contents Insurance
Car Insurance

All would have to be declared.

DarkConvict

Orange care for new is a minimum 4 month term but can then be cancelled.

However as you stated it was to be included, i don't know how these work as people are offered 1/2 price lien rental to stay to find it only lasts for 16 out of 18 or 24 months, they were never told. I would get to speak to the manager / complaints department and state what you were told and what you agreed to.
You should potentially start contacting trading standards for advise for false advertising for the deal.

latchmere

thanks, that's been a huge help, I'm just irritated because the only time you have any real bargaining time is at renewals and as my bills were so high the guy said 'look, we really need to keep you' and pretty much anything I said Vodaphone was offering he threw in to the pot. Will try complaining again.