Advice needed regarding Orange and Apple

DanielleNic87

I was wondering if someone could give me advice for a friend of mine who is having a lot of problems with orange.

The story is:

My friend upgraded her phone in the middle of november to an iphone. It then broke 3 weeks after. She spoke to orange and apple about this,
Apple sent her a new iphone and took her bank details just in case she didn't send her broken iphone back. They promised they wouldn't take any money. She then went to use her card only to find out that they were
Holding £400 of her's until the broken phone was sent back!

She finally received her new phone on new years eve!

She has since found out that she has been cut off for not paying the bill, altough she has no money as they are holding it all!!!

She has made a formal complaint to apple, and orange told her that she couldn't make a complaint to them as they haven't done anything wrong!

Is there anyway she could get of her contract, she is not happy at all with the way apple and orange have treated her!

Daniellle

Jon_01

Her issue is with Apple, not Orange so they won't cancel her contract.

I'd issue a strongly worded letter to Apple telling them she's not happy with her treatment, that she wasn't told that Apple would ring fence the £400 and that because of that she's defaulted on other DD's.
Threaten to go to trading standards and consumer direct and see what response she gets.

DanielleNic87

Thanks for that Jon, she has already made a complaint to Apple, but hasn't heard anything yet (they have given her an ipod shuffle to say sorry)!

Dont know how long they have got to reply to the complaint.

Danielle

DarkConvict

Consumer Direct would be a good start they can quickly detail your rights, i spoke to them recently and they were very useful. I would also be in touch with your bank and ask if they can do anything about the hold as it was not mentioned to you and you did not agree to it.

Orange is not in the wrong here, if apple are holding the funds. As such if she has incurred costs (failed DDs) marks on credit file, you can claim losses against apple if they did not tell her they would put a hold on £400.

Check any written paperwork they may have sent out.

[Deleted User]

DanielleNic87 wrote: »

(they have given her an ipod shuffle to say sorry)

I'd make sure you return that if you're looking at taking the complaint further then - accepting it might be seen as closure.

DanielleNic87

Luckily her bank has let her increase her OD so didnt incur any unpaid DD's etc.

Thanks everyone for your help, will pass on all this info to her.

Thanks again

Danielle