Unexpected Data Charges on Orange

NickBaker

Hi,

I had a blackberry with unlimited data package for £5 a month. 1 1/2 months ago I swapped phones so swapped to the standard intenet packages of £5 a month. I specifically asked when changing if it was unlimited and was told "yes". At no point was I informed the actual limit is 500MB and that there is another £10 a month unlimited package.

Anyway, I just got my bill and I went over the limit and was charged (No roaming data btw). I'm desputing this but I'm getting a brick wall of "You were told when you took it out". But I know that I wasn't. If I was I would have thought "Well, its a shame it's £5 more a month, but I know I use a lot of data".

Any one had anything similar? Advice? How should I progress this further?

Thanks in Advance

DarkConvict

Who is the package with, 02 vodafone and orange are all 500Mb hard limits now, vodafone used to be unlimited until recently.

T-Mobile has a limit of 3GB. Unsure about Three or the minor networks.

You maybe able to get a goodwill gesture, but they will just keep spouting out "you were told, you were told". Saldy it can't be proven either way and they will say pay up or get passed to debt collectors. You are pretty much held at ransom unless you can prove otherwise.

NickBaker

It's with Orange. Is there really nothing I can do?

I KNOW I was told it was an unlimited package. I asked the last person I spoke with if the calls are recorded in the hope that there would be proof, but she said they only record 5% of call. Also the operator that told me it was unlimited is an "off-shore" operator so can't be contacted.

It really isn't fair that I wasn't told I was changing from an unlimted package to a limited one. It's not a mind blowing amount of money but its soooo infuriating that a company can mess up and I can do nothing about it!

DarkConvict

Orange sell their internet packages as 500MB, and have done for some time. I do not believe they should have called it an unlimited package. I would argue it with them stating they said unlimited, no limits were mentioned, as i should be on the unlimited not 500MB package.

This is the problem with telephone calls, no written proof lets them off. This is because even if you never read the T&Cs you are deemed to abide by them. And in there will be the key info of a 500MB limit and charge per MB after it.

vixmony

Am sorry you find yourself in this situation mobile companies are all the same they won't own up if one of them gave you the wrong information which is why nowadays I always ask for confirmation of given information by text or email and will hold on untill I recieve it cause as of now it's your word against theirs and unfortunatly as you will soon realize theirs is louder.

NickBaker

Just to let you know, persistance works!

I ended up talking to a few people and eventually got a call-back from a supervisor. When I made it clear that I wasn't going to pay up he offered to cancel half the bill, I stuck to my guns and got the whole thing cancelled.

It's good buisness for Orange really, if they had made me pay the disputed charges I would have cancelled my contract as soon as I could go to another carrier, but now that I spoke with a reasonable and friendly guy I'm happy to stay.

Cheers for your contributions.

Exhortation

NickBaker wrote: »

I asked the last person I spoke with if the calls are recorded in the hope that there would be proof, but she said they only record 5% of call.

I find this highly unlikely. Anyway, glad to see you've got yourself sorted.