Orange mobile billing issued

[Deleted User]

I have an orange contract and am on JSA. I had some unexpected expenses this month so phoned orange 10 days before my bill was due to go out by DD to ask to delay payment being taken by 2 weeks. The person at customer support said that this was fine and she would suspend the DD until the end of the month. She also confirmed that the DD was not in the process of taking any money from my account.
Today I checked my bank online and Orange have tried to take the money. This was declined so I will now face charges of £20. Will I be able to get Orange to reimburse the bank charges I will suffer due to them taking money from my account when they said that they wouldn't? What rights do I have?

pendulum

You would need to prove that they agreed not to bill you and that will be difficult to impossible. Best bet is to ring them and explain and see what they say.

SarahMoon

Orange would never say they have suspended a direct debit. They would tell you to cancel the direct debit at the bank and wait for the great service letter and then pay with that. The Customer service agent would have had to ring through to Collections and ask them.

Did they say they was applying a surpression code to your account?

[Deleted User]

SarahMoon wrote: »

Orange would never say they have suspended a direct debit. They would tell you to cancel the direct debit at the bank and wait for the great service letter and then pay with that. The Customer service agent would have had to ring through to Collections and ask them.

Did they say they was applying a surpression code to your account?

No, they didn't say anything about a surpression code. I phoned their customer service just now. The person said that it had not been suspended and normally they would tell the customer to cancel the direct debit in case the bank doesn't receive notice of the suspension in time. She said that if I fax my statement with the charges on over for the attention of herself she would ensure my next bill was credited with the refund for the bank charges. She also said she would make a note on my account.

SarahMoon

drinkupretty wrote: »

No, they didn't say anything about a surpression code. I phoned their customer service just now. The person said that it had not been suspended and normally they would tell the customer to cancel the direct debit in case the bank doesn't receive notice of the suspension in time. She said that if I fax my statement with the charges on over for the attention of herself she would ensure my next bill was credited with the refund for the bank charges. She also said she would make a note on my account.

Basically any agreement from my understanding of orange to pay slightly late (Customer rings 150 (Customer services) or 178 (Collections), Operator agrees extension, Applies surpression code, Customer pays end off) they apply the surpression code regardless this is just incase merlin (their systems) detect the account is overdue, and suspends. Orange are good at refunding (They caused me once to get 3 bank charges because I paid the bill by debit card and they setup a direct debit (3 months after submitting the form) and debited the money. They were great refunded the charges after faxing my statements, I got the money back, and a month free.

Oh don't waste money faxing them, go into an Orange store with the number she gave you and explain and theyll fax it for free!