Orange PAYG - Two debits from bank, only one credit on phone

scrummy-mummy

Hi all,

Hoping someone can help/advise

On the 27th May i used the orange website to put £10 credit onto my phone. The website appeared to crash mid way through the credit. I left it a few hours and no credit appeared on my phone so assumed the whole transaction had failed.

Several hours later, i used the website again to apply £10 credit. This time it was successful.

I was checking my online statements this morning and realise that Orange have debited my account twice after all, yet only provided one £10 credit to my phone account.

I telephoned Orange to advise them of this, this morning and was told that i had to send my bank statements to them to get my money back.

Surely this isn't right. Can anyone help me with my 'rights' on this issue?

Thanks in Avance

Hintza

What is the problem? Scan your statements and if there are things you don't want them to see then just blank them out, job done.

scrummy-mummy

The issue is, i have to ask for copies of the statements from my bank (one paid for phone call), then i have to fax copies of said statement to Orange (another paid for call). I'm not at fault here, why should i lose out?

I asked for help, not sarcasm.

scrummy-mummy

I think you are both chosing to ignore the principle. If i were purchasing ANYTHING on a website and the site appeared to crash, but my card was debited and no service was forthcoming.

What would be/are my rights?

I do not live near an Orange shop and have no need to go anywhere near one. I do not have a working printer either. My bank does not have a high street 'presence'.

My browser did not crash. The debit appears on my bank statement. This therefore means that a respective credit appears on theirs.

I am not expecting COMPENSATION, just my money back or the service i paid for and i don't expect to have to go out of my way to get it either. Why should that be seen as unreasonable?

scrummy-mummy

Please do not attempt to make assumptions on my behalf. I am not after anything, I have clearly stated this.

I am aware that my nearest Orange store is in Staines. This is not a town i shop in and i have no desire to make a trip there and pay associated costs to do so, merely to chase up my 'refund'.

And why am i 'throwing issues into the pot' when i am refusing to go out of my way to rectify someone elses error? I asked for my consumer rights not a lecture on what i should be prepared to do.

Orange have the payment reference details from my statement as i provided them over the telephone. They are the ones being difficult here.

OlliesDad

You rights are to a refund of the £10, but if Orange cannot find record of the transaction on their system, they are within their rights to ask you to prove that you owe the amount.

Can you not take a screen print of the online account and send it to them?

scrummy-mummy

OlliesDad wrote: »

You rights are to a refund of the £10, but if Orange cannot find record of the transaction on their system, they are within their rights to ask you to prove that you owe the amount.

Can you not take a screen print of the online account and send it to them?

Unfortunately i do not have a working printer and they will not accept copies of screen prints sent over the internet. They will only accept a fax, therin lies the rub

OlliesDad

Could you put it on an email instead and email it to them?

scrummy-mummy

They have refused to accept email copies. In fact the customer refunds team refuse to accept any form of correspondence, except by fax. I find this hard to believe but have hit a wall with customer services.

I am happy to provide the proof they need, if that is what is required. However i am not prepared to make further financial outlay to do so given that funds are tight

scrummy-mummy

They can argue the toss with my bank fraud team now as to whether they recognise the transaction or not. Simples.

scrummy-mummy

Jill_ wrote: »

You haven't hit a brick wall, They are asking for proof and in what form they want! Whats wrong with that?

Are you seriously asking me that question?

So, if an online website said to you, "we will refund your card if you send us a message by carrier pigeon because that's all we accept", that would be reasonable, would it?

You are being obtuse for reasons that are known only to yourself. But why post on a consuemr advice forum if you have nothing helpful to offer?