Orange sent me letter but i never opened a phone with them?!

Jon_01

Unfortunately CS can't put call through to the fraud dept we're a 'none customer facing dept' and yes, I hate that term and it's not our idea that we don't take calls it's the way we have to work.

There's a series of actions that are taken while the guy from CS is on the phone to us, if they check out the acc is terminated there and then, all the bills are zeroed and the address on the acc is changed so the caller no longer gets any bills.

DarkConvict

Ah okay, i didn't release you didn't 'liaise' with customer directly, another great term for it. I am surprised as fraud can be very complex so 1-2-1 conversations i would think would be important to resolve the matter as soon as possible.

Anyways, listen to Jon 01. Get in touch again.

Jon_01

The process to check is fairly quick.

The other problem is one of time, we do other things to detect fraudulent acc before they get far enough along to become an issue for anyone. We can do maybe 10 to 20 an hour, I was talking to a guy in CS last week who had a guy calling about an acc that might have been iffy and was on the phone with him for over an hour !

The fraud teams are quite small (something else we have no control over), we couldn't afford to spend an hour with someone.

Also we're not part of CS, our job is to protect the business from loss.

DarkConvict

You put your point forward quiet eloquently there That is true and not a way i looked at the fraud department, it is the business that is more at risk than the customer. If the customer didn't commit the fraud it would be difficult to force them to pay up for the fraudulently acquired goods.

Orange_Company_Representative

Hi there, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team

JellyIcecream

Orange_Company_Representative wrote: »

Hi there, I work for Orange and might be able to help.

Please send an email to [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL], including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan
Orange Response Team

hi there. Thanks for your post.
before i bother you with this, let me tell you what has happened since my first post.
my OH called up the 150/450 number but could not get thru to talk to a person (no matter what option he selected!). one of the options asked to have the mobile number inputted. so he did (the number was on the letter he had received) but the machine came back with 'number is invalid'.
so he just dialled the mobile number to see if it rang but all he got was 'you have dialled an incorrect number' (or something such like)
given the above, is it likely that orange have already cancelled the account etc after his initial phonecall to them when they said they'd investigate it?
i dont mind (in fact am grateful for you help) emailing you as per your post but didnt want to waste your time if it was already sorted.
sugggestions?

DarkConvict

Jonathan, doesn't come here that often, you will probably get a quicker response from the email you have sent him.

prudence41

OP. I'm glad Orange seems to have sorted out this matter for you relatively quickly. The same thing happened to me a while back and Orange's response was outrageous from the minute I reported the fraud. It dragged on for 6 months and ended up with them threatening me with a debt collector visit on Xmas Eve. Suffice to say, I will never use Orange again.

Ritz008

Heyy..
i've got the same problem as you. same situation as today i revicved a letter from orange with my name and address but the account details seems to be wrong..
so what do i do now ? who should i contact about this ?
please reply asap..as i want to sort ths out soon.

Thanks..

maxtweenie

Ritz008 wrote: »

Heyy..
i've got the same problem as you. same situation as today i revicved a letter from orange with my name and address but the account details seems to be wrong..
so what do i do now ? who should i contact about this ?
please reply asap..as i want to sort ths out soon.

Thanks..

I know you're new to this site, but to be honest, the answer to your questions are all contained in this thread if you read it.