Orange Changing Bill Without Knowledge

mrnorm

Hello everyone,

Been a bit of a watcher and a fan on the forum for a while now, absorbing useful information and tips from others peoples posts and putting them into my encounters of day to day life. Great community!

I've now got a bit of an issue myself though.

I'm on a cracking plan from Orange due to a salesman who REALLY wanted me to stay when my contract was up (I was planning on going to Vodafone). I pay £15/month for 800 mins, 3000 texts and 500mb of mobile internet. The plan is actually a Dolphin 35, but due to adding 2 loyalty discounts, they got the amount down to £15.

For some reason, my bill came in at £25 this month, which was odd because I hadn't used the phone that much at all. Fearing for the worst, I scanned my bills carefully and compared it to the previous month for any strange new calls/texts. It was then that I noticed that I now only have 1 loyalty discount on there.

Are they allowed to do this without any consent or notice? The main reason for me staying with them in the first place was for the advertised rate. I know I only have 2/3 months left on the contract, but I intend not to pay an additional amount just because Orange feel like it.

I'm going to call them later tonight, but I wondered that the views of you money saving experts were. I'd like to go in with some heavy ammunition, perhaps a few grenades too.

Thanks for your help in advance,
MrNorm

Jon_01

I'd think one of the loyalty discounts has expired? They're added to the acc screen for x months, after that they fall off. They don't don't call anyone, they couldn't thousands must expire every day. . .

mrnorm

Jon_01 wrote: »

I'd think one of the loyalty discounts has expired? They're added to the acc screen for x months, after that they fall off. They don't don't call anyone, they couldn't thousands must expire every day. . .

Hi Jon, thanks for the reply.

After a discussion with Orange yesterday, it seems this is the case.

The thing is though, I was told that instead of having a new contract, my old one was simply extended and therefore the man that called me did not happen to mention that the loyalty discounts are only for 18 months, not for the 2 months slapped on top. I was simply told: £15 a month.

Of course, Orange kindly informed me it's all on my bill and that I should have checked it, so there's nothing they can help me with. Of course I should have! I mean, why should I believe an Orange rep over the phone?! I HAVE to check just in case he's wrong! It seems I now have to do that from now on, never mind me actually believing a company I've been loyal to for 3 years!

I feel a "Goosebumps Pick Your Own Ending" letter coming on. It would simply state if Orange would like to keep a loyal customer with two options. One ending will be asking them to sort out the bill and me putting it down to a temporary lapse in the brain department. The other will be an invoice attached, for £20 with 30 days notice and an explanation of being mis-sold a service with complete denial and accusation when questioned.

Either way, I feel a little cheated and tempted to jump ship.

MrNorm

Guys_Dad

Welcome to the forum.

I am completely sure that your facts are right. But read a few relevant threads.

If you give notice to end your contract early and then cancel your DD, without reaching an agreement with them, preferably in writing, then you can almost bet your shirt on the fact they will black mark your credit record automatically, as that is a computerised process that automatically tells Experian etc that you have missed a payment.

With 2/3 months to go, that isn't smart.

You should be negotiating a really good deal with them as your current network is almost always willing to give you a better deal than a new one, although resellers do offer cashbacks and some even pay them too!!

mrnorm

Guys_Dad wrote: »

Welcome to the forum.

I am completely sure that your facts are right. But read a few relevant threads.

If you give notice to end your contract early and then cancel your DD, without reaching an agreement with them, preferably in writing, then you can almost bet your shirt on the fact they will black mark your credit record automatically, as that is a computerised process that automatically tells Experian etc that you have missed a payment.

With 2/3 months to go, that isn't smart.

You should be negotiating a really good deal with them as your current network is almost always willing to give you a better deal than a new one, although resellers do offer cashbacks and some even pay them too!!

Hey Guys Dad, thanks for the reply.

Oh crikey yeah! No plans to cut the cord just yet. I had a friend who did that once and it did not go down a treat. Debt collectors and all sorts happened!

I'll probably hang on till October (contract ending time) and see what I can generate through them. I'll be sure to check in crystal clear clarity what the deal is with the loyalty discounts though.

Thanks for your help!
MrNorm

Guys_Dad

In the meantime, go to the pictures every Wednesday and get the most out of your connection !

mrnorm

Guys_Dad wrote: »

In the meantime, go to the pictures every Wednesday and get the most out of your connection !

I try! The problem I have is, I hate 3D!

I can't justify almost £5 extra (sometimes more) to lose out on a beautiful cinematic experience in exchange for a gimmick. "Oh look, a bit of sword giving the illusion of coming out of the screen, this is well worth the extra money!" .. Doesn't work with me.

Because of this, it has had an effect on the "normal" showings I want to see. I either have to leave work early, or get home at past midnight to see a film normally. 3D of course has the popular slots all booked up.

MrNorm

Orange_Company_Representative

Hi mrnorm

I work for Orange and may be able to help. If you can drop me a mail to using the email address in my profile, I'll have a look at this for you. So I can pick up your mail quickly, please add 'Andy Orange Response' in the first line.

Please also include the reference ORT1026 and your username from this site and some account details, as without them, I will not be able to pick the case up.

Hope this helps

Andy
Orange Response Team

mrnorm

Hi Andy,

Thanks for getting in touch. I have responded to your query.

MrNorm