What response should I expect from A Letter to orange CEO

spark_deals

Dear Tom Alexander,
My name is spark_deals and I am a customer of your telecom company since July 2009. My telephone number is 07xxxxxxxx4 and a/c number is 7xxxxxx7.
I am sorry to escalate my problem to this level but there was nobody at call centre who had authority to help me out.
I downgraded my package from Racoon 35 to Racoon 25 on 25th June, 2010. While requesting this, I specifically asked your customer care executive to confirm that my line rental would be reduced from £25.53 to £ 20. This was confirmed and also reduction in my cross network minutes from 600 to 400 and texts from 500 to 300. Only after confirmation of reduction in the line rental by £5.00 , I consented to downgrade my package.
I have been telephoning your call centre everyday since 14th september 2010 and I haven't got anywhere in resolving this issue.
Every month since July 2010, I am paying the same amount despite downgrading where as the customer care executive I spoke to, on 25th June 2010 confirmed the reduction in my line rental by £5. ( Please hear the transcrpit of my call on 25th June 2010).
You can see that I am paying the same amount by the way of line rental inspite of downgrading.
I request you to look into this matter and help me by reducing the line rental by £5.00, as confirmed by your customer care executive on 25th June, 2010.

Thank you very much.
With best regards,
Yours Truly,spark_deals

Phones: 00447xxxxxxxx4





PS. I have copied this e-mail your executive office.

spark_deals

Thanks for reading the post and your valueable suggestions

robbies_gal

happened to me once although they downgraded for me the month after and gave me a refund

dont know why yours stays the same

i reckon you'll get the full refund your owed though

drbesty

Tom won't even get to read that, he has a team of people to answer his emails and letters, they'll get it sorted for you

spark_deals

My issue is that my plan was racoon 35, I was getting £5 discount and £4.60 on top of it.
With down grading, I have lost £5 discount and I am paying the same amount for lesser minutes and texts.
I was aware od £5 discount and made sure to get confirmation as £5 downgrading and confirmed that I would be paying £20, with the customer agent.

robbies_gal

i didnt think u could keep any discounts if u changed tariifs?

i could be wrong

spark_deals

gabbyevs wrote: »

i didnt think u could keep any discounts if u changed tariifs?

i could be wrong

Exactly my point.
But this was confirmed with operator before I agreed to downgrade otherwise I wouldn't have.
Thats my defence.
Thanks

beth58_2

Speak to their cancellations dept, tell them exactly why your cancelling your contract. Or email and cancel they don't like losing customers and will get straight back to you and sort it out pretty darn quick.

robbies_gal

spark_deals wrote: »

Exactly my point.
But this was confirmed with operator before I agreed to downgrade otherwise I wouldn't have.
Thats my defence.
Thanks

yes try and get them to replay that phoencall prob youre only defence

spark_deals

beth58 wrote: »

Speak to their cancellations dept, tell them exactly why your cancelling your contract. Or email and cancel they don't like losing customers and will get straight back to you and sort it out pretty darn quick.

Its worth a go. Please explain how to approach and whats my options here?
Thanks in advance.

vikramrkin

beth58 wrote: »

Speak to their cancellations dept, tell them exactly why your cancelling your contract. Or email and cancel they don't like losing customers and will get straight back to you and sort it out pretty darn quick.

Cancellation dept. wont care if OP is still in contract. Otherwise it is worth a try.