Orange complaint help needed if you'd be so kind..

kinny999

HI there and sorry to make my first 4 posts now calls for help but this has really irked (sp?) me so while i have a quiet night shift tonight i thought i'd do something about it rather than let another company treat customers like minions.

Will try to keep it brief but ill be happy to provide any further details if asked.

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Signed up for an 18 month contract with Orange last February (09) and haven't had a problem at all until now.

I got a text in August saying because i'd had my contract for 6 months i could change my monthly amount on the Orange best plan scheme reducing my monthly bill from £30 to £15. Did it, thought nothing more of it and was acutally quite impressed a company as large as Orange would call me to say "you're paying us to much, here have a lesser fee" - In hindsight i should have know! :rolleyes:


Emailed last week after finally setting my online account up with them, to see exactly when i'd be due an upgrade as its usually in the last 3-6 months of your contract.
They said because i changed plans in August my contract had been extended to 24 months - I wasn't told this at the time as i wouldn't have changed price plans if i knew this was the case!

Just got a call back from the Customer service team and they essentially said
" Because we deal with everything front line there is nothing we can do and therefore nothing you can do - Sorry " after 20 minutes of disbelief that there wa nothing further i could do?, the lady i spoke to conceeded that i could raise the query (not a complaint in my eyes at ths stage) to a manager that would call me back but i was to be assured he would only tell me just what she did - "Tough luck"

They said the call back would take between 2 and 24 hours but i don't htink it'll come and would rather do this by email as i then have a record of everything said.

1. Am i right to feel mugged a bit here or am i jut whining in the hope of getting something for free? (or both ).

2.Surely they're not going force me to email the CEO to get anywhere with this are they?

3. Is this grounds, in the forums wise opinion for them agreeing to end my contract at no firther cost to me as they have surely broken the agreement or at best miss-sold me the "best plan" thingamy?


Can anyone advise what i should do for the best outcome?

Many thanks indeed oh wise forum and a happy and prosperous new year to all, John:money:


summary - Orange offered me a lower monthly price on my 18 month contract after being with them for 6 months.
I agreed and took them up on it only to find out some 5 months later that it has extended my contract by a further 6 months.
At no point was i told of this when discussing the lower monthly amount.
Customer services have given me the generic fob off, what should i do next?

Streeet

I've never heard of a contract extension via 'Best Plan'. None of Orange's terms suggest this either.

I would suggest a standard email / letter to the complaints department requesting an explanation of why your contract was extended during a best plan review. Forget the CEO.. it will just delay the routing of your complaint to the relevant dept.

My guess is that your plan review has been processed incorrectly. It will require someone with the relevant privileged access to reverse it. (Access that the first line support agents wont have for security reasons)

Maybe a weak point but you would have signed your original contract document, I wonder how they can extend your contract length without some form of written notification? Did you perhaps receive a letter from Orange during the review that they included this contract change? Can Orange provide a copy of the change of contract terms?

I appreciate your frustration, however from experience, if Orange are in error they will get it sorted for you. It's going to need a few calls but just think of your shine new upgrade at the end of it..

Best of luck.. let us know how you go.