Overpaid direct debits to Orange, can I get my money back?

Blythe73

Hi there

I've just found, to my dismay, that I'm still paying Orange for their internet service which I ceased in December 2007. Monthly payments by direct debit are still leaving my account though I felt sure I'd stopped them.

Not sure how this has happened since I've checked a few times that I'm not still paying but must have overlooked them in the statements :-(

Does anyone know who is liable for this and if it's worth me trying to make a claim? I didn't keep any receipt of cancellation of the direct debit so am unable to prove it to the bank.

I haven't yet called Orange because I wanted to get advice first but surely they should have records of their service ceasing in December 2007, when Talk Talk took it over as my provider...

...or am I liable?

All advice is welcomed. I will be on the phone to Orange shortly but wanted to see if anyone else has experience of this and want to go about the phonecall in the right way.

Call me a numpty.

neilmcl

Just call Orange and explain it to them. It's their responsibility to cease charging you once you migrate however mistakes have been known to be made in this aspect. I'm sure once you talk to them they should be able to resolve the situation. Can I assume you transferred to TalkTalk via the use of a MAC?

BFG_2

Simple................don't wste your time with orange, instead write to your bank [don't bother calling, a letter is quicker and more provable] and ask them to refund under the DD Guarantee.

Job done.

Mark_Hewitt

In general terms however. Why does this always seem to be such a widespread problem?

You google for any company of reasonable size which works on a recurring charge model and you will invariably find people complaining "I cancelled by they continued to charge my account"

BFG_2

True, probably because if they were efficient [ie cancelled the DD quickly] they would have 0% chance of getting 'extra/free' money from you [ie stealing your money] whereas if they 'forget to NOT collect' they have a chance of getting money for nothing???

Cynical, moi???? Never!

spider125

Blythe73 wrote: »

Hi there

I've just found, to my dismay, that I'm still paying Orange for their internet service which I ceased in December 2007. Monthly payments by direct debit are still leaving my account though I felt sure I'd stopped them.

Not sure how this has happened since I've checked a few times that I'm not still paying but must have overlooked them in the statements :-(

Does anyone know who is liable for this and if it's worth me trying to make a claim? I didn't keep any receipt of cancellation of the direct debit so am unable to prove it to the bank.

I haven't yet called Orange because I wanted to get advice first but surely they should have records of their service ceasing in December 2007, when Talk Talk took it over as my provider...

...or am I liable?

All advice is welcomed. I will be on the phone to Orange shortly but wanted to see if anyone else has experience of this and want to go about the phonecall in the right way.

Call me a numpty.

I am in exact sittuation!!!! left orange went to Bt now with sky and have been for past 12 months ( left orange Sept 070 sent them a letter to cancel but noted still collecting payments, as the account was in hubbys name and his bank account only came to light when Orange phoned for non payment!! they are phoning despite me telling them we have had no account with them for over 2 years!! at £17,99 month it adds up they wont speak to me and OH wont speak to them either ( not well enough to deal with) ???????

scullster

Blythe73 wrote: »

Hi there

I've just found, to my dismay, that I'm still paying Orange for their internet service which I ceased in December 2007. Monthly payments by direct debit are still leaving my account though I felt sure I'd stopped them.

Not sure how this has happened since I've checked a few times that I'm not still paying but must have overlooked them in the statements :-(

Does anyone know who is liable for this and if it's worth me trying to make a claim? I didn't keep any receipt of cancellation of the direct debit so am unable to prove it to the bank.

I haven't yet called Orange because I wanted to get advice first but surely they should have records of their service ceasing in December 2007, when Talk Talk took it over as my provider...

...or am I liable?

All advice is welcomed. I will be on the phone to Orange shortly but wanted to see if anyone else has experience of this and want to go about the phonecall in the right way.

Call me a numpty.

Numpty (only kidding - I'm only calling you a numpty for not noticing direct debits were going from your account for almost 2 years but it looks like you are prepared to beat yourself up)

I'm assuming you cancelled by phone and not by email / letter - the latter would've been useful.

Is it broadband down your phone line or one of those dongles? If the former, also very easy to prove as you can only ever have one broadband provider down a phone line (unless you have multiple phone lines)

If you cancelled by phone, and its a dongle broadband, then you will be relying on them to concur their error and that you did in fact cease your account back in December 07.

You should be able to claim the money back from them - I'd call them first.

scullster

spider125 wrote: »

I am in exact sittuation!!!! left orange went to Bt now with sky and have been for past 12 months ( left orange Sept 070 sent them a letter to cancel but noted still collecting payments, as the account was in hubbys name and his bank account only came to light when Orange phoned for non payment!! they are phoning despite me telling them we have had no account with them for over 2 years!! at £17,99 month it adds up they wont speak to me and OH wont speak to them either ( not well enough to deal with) ???????

If he is well enough to sign a letter, draft a letter up on his behalf explaining his health issues and that he gives you authority to respond on his behalf.

Blythe73

Well thanks everyone for your responses and encouragement in this matter. I have spoken with Orange and Talk Talk. In fact, I spoke with three different people at Orange and the third gave me the direction I wanted - suggesting I get Talk Talk to send a letter stating the exact date of going live with them, which is in fact in the welcome pack so I'm gonna photo copy that along with all my bills since and send that off. Hopefully that will get results. Spider125, maybe you could do the same?

Scullster, thank you, I was hoping someone would call me a numpty, since I invited it... I have learnt a valuable lesson (a very expensive lesson) about keeping a closer eye on my finances. I also twigged how I'd missed it when I'd checked - all the years I was with Wannado, I used a credit card. I only changed to my debit account just before I moved to Talk Talk. But I'm left confused as to why I didn't spot it on one of the many occasions I checked print outs of Direct Debits, or ran thru my statements! I guess it will be one of life's mysteries and if I get anything back from Orange at all, I'll be grateful.

And thanks for confirming Scullster that I can only have one broadband provider down a phone line. Orange were claiming that because there was no M.A.C. code, that they were not to know. They claim they were still sending out and weren't to know I was no longer using.

scullster

Good luck and please post back to let us know how you got on.

Kavanne

blythe, remember to send it recorded delivery