Help please! Orange possible massive overcharge

matthewalley

Hello! Could do with a bit of advice. Basically, 10 months ago I started a contract (dolphin 25 web save) + what I thought at the time was 500mb of internet a month, in total costing £23.75 a month, the internet costing £3.75 extra. I haven't been checking my bills, just been using my phone. Today I check my bills and I have been overcharged roughly £30 a month every month since I started the contract (£280 in total). I call orange up and they tell me that I have never had internet and was put on an "unlimited off peak data" tariff after having a 2 month free internet trial when I first got the phone. They told me it was my fault for not checking my bills and that the data package that I was talking about only existed halfway through my contract so I couldn't have possibly had that offer, even though me and all my friends were all offered this package in store when I bought my phone. I then check a breakdown of my first bill, I see a £3.75 charge on my bill for a random amount of data, even though at the time I was on my 2 month unlimited data trial (doesn't seem right?). I call them back and tell them this, they offer to refund the £5 a month overcharge (not quite sure why £5 as opposed to £3.75). They tell me there is no way they can refund me (other than the already mentioned £5 a month) or offer me any kind of compensation, despite the guy on the phone then admitting that the offer did exist when I bought my phone. I am a very careful purchaser (obviously not a careful bill checker) but I bought this phone off the internet, I specifically made sure that I bought an internet bundle with the phone as most of the features run off of mobile internet. I ticked the box containing the internet package, it wasn't applied to my phone and now have received massive charges because of this. It is my word against theirs, I could do with some advice? Is there anything I can do, or have I just got to live with it? Has anyone else ever had a similar issue with orange? Many thanks

Matt

Jon_01

All of the networks will only refund 3 months, as they state you should be checking your bills monthly and reporting errors as soon as they crop up.

They do this as, otherwise, it can be abused. Someone could take service/bundle out, use it for a years and then call and say they've just noticed it and want it refunding. Hence the 3 month rule. . .

base_2

Write to head office. I had an issue and wouldn't get anywhere phoning up their call centres. I got an immediate response and conclusion once I sent the letter.