Dealing with Orange - dispute

Brian_The_Lion

Hi,

Im hoping someone may have been unfortunate enough to have had problems with Orange in the past.

First of all, does anyone have a number for a complaints department for them?

Now here goes...

In December, I took Orange up on their early upgrade offer and added the extra 3 months onto my contract period... I used the original 3rd party retailer as I did when I took out my phone the previous year. I originally took out a £35 tariff and when I did the upgrade in Dec 09 I lowered it to £30, this is confirmed on my order.

The 3rd party sent out my new handset, etc, but failed to change my tariff with orange. I queried this with orange and was told that it was up to the point of sale to do it. I tried to have this done but to no avail so I gave up over the sake of a £5 a month. At this point Id already decided to leave Orange at the end of my current contract because of the difficulty dealing with them.

Now a week ago I called CS to lower my plan to £25 a month, was told by an offshore CSA that it was done and would become effective from my next billing date, 15.6.10, this hasnt been changed. I called orange today and the UK based advisor said they can only lower a plan half way through the contract and only by one step on the tier, ie 35 to 30... this can be done in 3 months time apparantly... I asked if I could change from a current 35 plan to another 35 plan with immediate effect and was told not until next billing date.. next month!! So not even a GWG because of last weeks misinformation can be applied... and im stuck on a tariff I dont want for another month...

lastly... oranges website states...

If you are a brand new customer (registered since 3rd June 2004) you may switch to a lower service plan after 6 months, or a higher service plan at any time

So how come billing say its "halfway through"??

Im determined to get this resolved but dont know who to approach as my first port of call...

any ideas...

thanks in advance...

Jon_01

You've only been able to lower one tariff a month for a very long time now, I can't remember when, but a long time.

The system will only allow a tariff change on your billing date. This has always been the case (I was manually doing them based on web requests some 6 years ago). there's is no way round that, on one has the ability to swap your plan at any other point.

Brian_The_Lion

Jon_01 wrote: »

You've only been able to lower one tariff a month for a very long time now, I can't remember when, but a long time.

The system will only allow a tariff change on your billing date. This has always been the case (I was manually doing them based on web requests some 6 years ago). there's is no way round that, on one has the ability to swap your plan at any other point.

I understand if the system isnt set up to be helpful.. but my concern here is a couple of things.. first of all the pos screwed up, I overlooked that, but now a CSA gave me a false promise, and the website is giving misinformation too...

I need clarification where I stand on this..