stolen phone in Thailand - No help from Orange

richermoney

My son was travelling in Asia during his gap year , his phone was stolen and by the time he realised £1200 was used in calls! Acording to the terms Orange are in their right to collect the money but you would have thought they would have shown some sympathy but instead just continue to profit from my sons misfortune.
Any thoughts?

preable

He should have reported it stolen when he first found it missing then the bill wouldnt have occoured

richermoney

He did report it as soon as he realised it was missing!

DUTR

richermoney wrote: »

My son was travelling in Asia during his gap year , his phone was stolen and by the time he realised £1200 was used in calls! Acording to the terms Orange are in their right to collect the money but you would have thought they would have shown some sympathy but instead just continue to profit from my sons misfortune.
Any thoughts?

It would take some time to run up £1200 of call charges, even at £5/min that is 6hrs of calls :eek:

Anyways the Orange site suggests

If your phone has been stolen, lost or damaged, we can help. Please contact us straight away so that we can bar your SIM to stop calls being made on your account and also blacklist your lost or stolen phone to stop someone else using it.

If you're a pay monthly customer, you should call 07973 100 150 in the UK or +447973 100 250 from abroad.

If you're a pay as you go customer, you should call 07973 100 450 in the UK or +447973 100 250 from abroad.

If you have Orange Care, please report your phone’s theft or malicious damage to the police immediately if you can, but at least within 48 hours of discovery.


You also need to report your claim to Orange as soon as possible but at least within 48 hours of discovery of the loss, theft, accidental or malicious damage.

Please have the following information handy:

• the crime reference number for theft or malicious damage
• full details of how the loss, theft or damage occurred. Orange may also reasonably ask you for any other information/evidence regarding the loss, theft or damage to support your claim

mrochester

Unfortunately it seems like he didn't realize soon enough. You could plead for a bit of sympathy and see if they are willing to reduce the bill slightly, but ultimately you owe them the full whack.

eranou

Unfortunately he is liable to pay for the calls made up to the point where he contacted them.

Does he have insurance on his phone? if he has he should check with the insurance company as some allow you to claim for unauthorised calls.

DarkConvict

Its a black and white matter, you pay for the calls until it is reported stolen.

People have been caught running up £100'S of international calls then reporting it stolen. For the reason you are liable for all calls. You are responsible for your handset and all calls made, When travelling abroad its highly recommend you secure you handset by using the lock code. So that on each switch on or period of inactivity the phone is unusable.

Orange will likely give some goodwill, potentially even go to near cost level for the calls, but networks charge orange for roaming calls, so they can only cut down so much. Failure to secure the handset is going to mean about £1000 to pay back at least.

I recommend you check if your home/contents/mobile insurance covers this cost.