Orange not caring about their customers

StandFree1903

Me & my dad are having trouble with orange.

We took out a joint contract with them when I was working and was able to keep payments up etc.

However in February this year I left my work (due to health reasons) and was immediately on the phone to Orange to discuss what we could do to help pay the bill until I was on JSA.

I had a really helpful agent who ran through ideas with me and we picked one, I took off all the extra add ons I had on my contract and also cancelled the insurance to take my side of the payments down to £25 per month.

HOWEVER next bill we were charged for all my add ons and insurance. I was assured by the customer service agent that this would not happen, and for the past 4 months I have had disputes with them as they have been continuing to charge me for my extras.

In May my JSA was stopped for a month because of how I left my work. I called Orange who listened to me and agreed that a payment would be made when my JSA was resolved.

I have to say my dad gets a pension and has been paying his side. but they only seem to be nagging at me.

I went to CAB about this and they were appalled that Orange were not taking my case seriously.

My dad (as the contract is in his name) received a letter from a debt collector asking for the amount owed AND a contract fee.

Now last time I checked Orange's T&C you only had to pay this fee if YOU cancelled the contract, as with other networks, no doubt would have been changed after a complaint was made.

CAB called Orange about this and they said they would take the fee off, but we are still being asked for it.

How can I tell Orange that my dad DOES NOT want to stop his contract with them and to stop them asking for more money than we can afford?.

bingy_burge

When I was on jsa I just paid my phone bill.

If they have stopped your benefit because they feel you left your work through ill health they must feel your were not right to leave. In this case I believe they can dock you up to 26 weeks! So it could be 6 months! I assume you have disputed this?

Are you income based or contribution?

As for orange i think dropping to the lowest traffic if you out of yr first nine months is pretty reasonable and taking off extras. You should not have to pay for anything you removed from your package however I don't see why they should stop your payments altogether.

I am not aware of them doing joint accounts they are normally in one persons name with additional handset user/s! I think it might be in your dads name.

StandFree1903

Hi,

I am on income based and I disputed it, They have just started paying me again and as I am in middle of a small DLA claim they are still being fang dangs!.

I had trouble with them before when I was with then 2 years ago, we went with orange because at the time they were giving a good deal, and I also get a perfect signal in my house.

Like i said before the aco!!!! IS in my dads name and that he is keeping up one side of the payment but because I havent been able to pay they are still chasing us yet numerous phone calls to them to explain.

I have told my dad that I wont be going back with them after this adn to be honest I dont know if he will either.

I am having better luck with 3 on PAYG now.

kopno9

Hi

sorry ot hear about your case, but readers beware, Orange are the worst company to deal with. My dad had cancer and whilst having chemo, his contract was expiring. When i called on his behalf to talk to them, they insisted on talking to him. He tried his best to talk but they didnt guy. All they said was "he isnt the person and therefore your phone is barred". they barred the phone so he couldnt use it, but at the same time kept on taking the direct debit. That doesnt make sence as if they assume its stolen, why do they still take the direct debit. We had to wait a few months until he couldget back on his feet, go to a orange store with ID, and then get it unbarred. After that had to call them to cancel the contract.

Orange are the worse company to dela with and just want the money. I will never deal with them and warn everyone to becarefull with them.

stclair

Ive been with orange since I was 20 and im 33 now and ive never had a days trouble with them.

The only thing I was unhappy about was when they changed the womans voice on the voicemail lol

bingy_burge

I have been with orange most of my adult life. Tried vodafone and o2/bt cellnet and my partners had 3 and orange seem the best to me.

I don't think any company bend over backwards when you call to say you can't pay them a bean when your in contract.

As far as orange are concerned your father is not being his bill in full so he will be subject to debt action and his credit rating will be getting hammered. The fact that you pay for one of the handset (Or not as the case may be). If your dad can afford to pay it for you I would and then you can pay him back when you can afford to as they will stop his phone and you will become liable for airtime you can't even use once disconnection takes place.

As for PAYG sounds a go sounds a good idea subject to your use not being high. As for orange if they get good signal then why not stick with them they are not unreasonable for payg.

You can go to 3 but my other half got fed up with indian call centres ringing all the time and trying to sell her stuff even after she ask for it to stop. They dom't even make sense half the time. I prefer oranges english call centres.

robt_2

Let us get something clear to start with - whether you have a job or not, benefits or not, has zero relevance to Orange.

Your complaint is that they said they would take some addons off and they haven't, and have now terminated your contract and charged you the early termination fee after saying they would give you a month to pay.

Put THAT into a recorded delivery letter to the Executive Office. But like I said, your financial circumstances have no relevance to the complaint (as far as Orange are concerned).

AdamMerry

When i lost my job about 2 years since now they were great with me, i must admit i phoned cs and didn't get nowhere with them. I basically told them i couldn't afford my phone bills until i found another job and was more or less told they were nothing they could do about it and if i did not pay my phone will be cut off.
Then out of the blue about a hour later i got a call back from Orange and this nice lady told me she had been reading the notes on my account and for me not to worry about having my phone cut off and gave me 3 months to find another job but i would have to catch up on my bills but just to pay as much as i could afford every month. She said if i was still jobless after 3 month she was going to phone me to discuss what can be done, i did ask why the person earlier on had not said this to me and she said i have the authority to do this were as she did not.
I thought this was very good, and i was lucky that i found another job within the 3 months

bingy_burge

Best to put it all in writing I think anyway