Orange Upgrade Problem / Complaint - advice?

malid

Jon_01 wrote: »

Malid; You'll have to put more info about your problem so the rep will knows it's an area they can help with.

Sorry.

Here’s the gist of my issue.

I have been an Orange customer for around 4 – 5 years. August 2009, my son was negotiating an upgrade with o2 but wasn’t happy and I said I would try Orange for him. When I spoke with the salesperson, I was advised that I could get a better offer if I had a second phone in my name (for my son with his number ported) rather than him start a new contract. This was because I was a customer and they could give me a loyalty discount. Vodafone were offering good £20 deals at the time and Orange offered my the second phone with 600 anytime mins, unlimited texts and 500mg internet for £24.47 discounted to £19.57 for 24 months. I accepted.

I pay by direct debit and as the Orange bills are now online do not check every month but in November, noticed that I was being charged £24.47. I rang to query, eventually spoke with a superviser who apologised and said that she would arrange for a refund to August and for a recurring £5 credit to be put on the account. I checked in February 2010 and saw that this had not been addressed so rang again. Another apology and the agreement that this would be rectified with a refund and recurring credit. I phoned today to say that this was still unresolved. I spoke with a very pleasant person who said that he couldn’t see anything on the notes and advised me to ring the sales team who would have the details of what was agreed. This is what I did and ended up with the worst phone conversation of my life. I am still in shock because I can’t believe that someone could be so rude and arrogant. It beggars belief and I don’t know why I didn’t loose my rag. I was so exasperated at one point when he wouldn’t transfer me that I told him that I was recording the call. He was not happy and said that I hadn’t asked his permission and that I should stop recording. Basically, this person told me that there is no record of my offer or any telephone calls and that he could only ‘believe what’s on the record’ and that a superviser would give me the same answer. He also found it ‘difficult to believe’ that I was querying this after 12 months.

I have a record of all the times I contacted Orange and have kept the names of the people I spoke with. Surely Orange keep records and what about the recordings they make of calls?

In shock but hope this helps.

Jon_01

Someone from the Orange Response Team should be able to help you with this one, I'd have thought.

Just give it a few days, they don't check here everyday and most work a 3 day on 3 day off shift system so there can be a wait sometimes for a response.