Orange increased my bill

TeaBoy_2

Until last month I'd been on a great deal with orange. £15 a month with 200 mins and 150 texts, a deal i managed to wrangle with the cancellation department.
This suited me fine while i was on a tight budget at uni, rarely receiving a bill over £20.

Now they are telling me this has finished and i must pay £25 a month and i don't get that many free texts!
I really can't afford to pay this every month so spoke to cancellations again who told me that because i had renewed my phone recently i would have to pay £200 to cancel and there's no way they could extend the offer. So i'm now stuck with this deal for 8 months!

Its seems like they've really stitched me up here. I know i was on a promotional deal but i think its unfair they didn't tell me the deal would finish halfway through a contract.

Is there anyway i could get out of this? or anyone at orange i could write to?

any help appreciated. cheers

5limJim

TeaBoy wrote:

Until last month I'd been on a great deal with orange. £15 a month with 200 mins and 150 texts, a deal i managed to wrangle with the cancellation department.
This suited me fine while i was on a tight budget at uni, rarely receiving a bill over £20.

Now they are telling me this has finished and i must pay £25 a month and i don't get that many free texts!
I really can't afford to pay this every month so spoke to cancellations again who told me that because i had renewed my phone recently i would have to pay £200 to cancel and there's no way they could extend the offer. So i'm now stuck with this deal for 8 months!

Its seems like they've really stitched me up here. I know i was on a promotional deal but i think its unfair they didn't tell me the deal would finish halfway through a contract.

Is there anyway i could get out of this? or anyone at orange i could write to?

any help appreciated. cheers

Check through the paperwork you signed to see if it said anywhere it was only a temporary offer, if it doesnt state it, call them back up, and ask for a copy of the call, if they dint have it to hand you can argue your case that it was not detailed to you this was a temporary deal, and that you've been mis-sold, its up to them to prove that they fully explained the deal to you. Get finding your contract... Good Luck!!

Rev

Orange did exactly the same to a friend of mine. He'd been with them a year on a £35 a month contract, getting 300 off peak mins and 500 texts.

When it came time to renew he was told he could upgrade in shop and I went with him to get a new phone, he signed up for the same tariff for the next twelve months. No body mentioned anything about it being promotional and on his contract it stated 'no change to tariff'.

Yet six months in orange decided that his tariff didn't come with free texts and all he got for his £35 was the 300 off peak mins. They we're adamant the texts had been for 6 months only.

He complained until he was blue in the face and got no result at all.

I hope you have better luck.

MoJo

I had this problem - they suddenly started charging me for my free texts. I had renewed in an Orange Shop and my receipt clearly says "No change" under the plan details. My original contract says nothing about the text deal I have being a timed promotion. Armed with this, I kept at them and have finally had my deal reinstated. It took about three months and there are still a few texts at the start of my last bill that they have charged me for.
I've written to them this time explaining that I'm fed-up of repeating my case to Helpline bods.
Keep after them.

seanparkin

yep, recurring problem - the exact same happened to me except I wasn't told it was a promotional offer, mine was (from an orange store) 'A price match against the internet tariff'

I complained about it till I passed out, I faxed through my contracts to prove there was nothing mentioned of a promotional offer etc. Eventually on telling them I would NOT pay the additional, a senior manager just disconnected my phone there and then and told me I had to continue paying the bill for it (even though my phone was switched off) or they would submit a court claim with the quoted words, "I can do whatever I want".

After that I wrote in to CS, and emailed the executive office (something like executive.office@orange.co.uk) and had a response in about three days. They offered me a half price tariff for life - even if I upgraded, plus £20 on my contract (I pushed them a bit for that)

Problem was, the half price tariff made my handset upgrades cost around £200. So I left for O2.

TeaBoy_2

unfortunatley the only contract i would have is from a few years ago with the higher amount. the £15 deal was offered when i tried to cancel.
i've wrote a letter to orange customer service so we'll see what happens...

C_Ronaldo

im thinking of phoning up and speaking to the retentions dept and ill remember to ask questions about how long the free texts last for and how long the reduced bill will last for