Orange have no records of my calls to their customer service helpline

Mekmj

Hello, just wondering if anyone else has ever had this issue and if you have any advice please?

I have been with Orange about nine months - moved over to get an iPhone and have been generally happy with the service. However, I have made two phone calls to their helpdesk (one about six months ago about phone calls to a high rate number which I hadn't made - they agreed to refund) and one to change my price plan about six weeks ago following a tip from MSE about the cheapest way to get the iPhone (they agreed to change my price plan). Despite my clear memories of these phone calls - Orange has no records of these calls and hasn't acted on my requests. Apparently it is impossible that I could have called and no footprint left on my account...

Has this happened to anyone else? It's frustrating when you try to sort out your finances and the 15-20 minutes on the phone has been totally wasted, and your actions not recorded. Would be very interested to hear other experiences like this, and how (if at all) you sorted it out. Thanks a lot :-)

Guys_Dad

Can't you check your bill for a long 150 call? Find it, then get them to double check again asking them "Why is there no record of me calling you, never mind what we talked about? Why else would I have been on the phone for that long?"

Techhead_2

Did they say there is no record of the call, meaning that there are no notes on the account about the call? Or did they say that they have checked the numbers you called and there is no record of you dialling the number?

Mekmj

Hello, thanks to you both for replying.
They said there is no record of me contacting them on either occasion, so no notes on the account about either call. One time I'm pretty sure I phoned 150 from my phone (so I will look for that on my bill - thank you for the tip) and the other time I phoned the customer service helpline number 07973 100 150 from another phone (didn't have my phone with me, looked up the customer service number on the internet).

Jon_01

Even if there are no notes on the system every time anyone looks at an acc it creates and audit trail in the software even if they don't notepad anything.

The guys in CS don't have high enough access to view the audit trails, but if you can get through to a teal leader they do, but they will need the time and date that you called (as there's a stack of data to go through and without that it would take all day to find anything). They should be able to who looked at your acc and you can then go from there. . .

Mekmj

Thanks very much everyone, that's really helpful. I will need to do some more research before I get back in contact with them I think.

Mekmj

As in dates and times, rather than research on other issues!

KILL_BILL

hi i can confrim that i have contacted orange on no less than 7 times in relation to my account and when i call to find out what happening the customer services adiser which is always in india mantain that they have no record of my call

i have spoken to 3 supervisors and one manager and non of them have returned my call

on orange website they maintain that they have one an award for best customer service - i have yet to see that !!!!!!!!!!!!!!!!!!

tazdevil01985

KILL_BILL wrote: »

hi i can confrim that i have contacted orange on no less than 7 times in relation to my account and when i call to find out what happening the customer services adiser which is always in india mantain that they have no record of my call

i have spoken to 3 supervisors and one manager and non of them have returned my call

on orange website they maintain that they have one an award for best customer service - i have yet to see that !!!!!!!!!!!!!!!!!!

maybe time to write or email instead at least then you will have a copy of what you have sent !

baldelectrician

I have been an Orange customer for a few years and the Indian call centres are the fly in the ointment

I have found out there is a loophole in the system.

if they don't actually log on to your account (just ask the relevant questions and press the odd key) they seem to be doing the tight thing and don't leave a footprint on the system so things can't be tracked

Orange don't list 150 calls on thier bills, so there's no point checking your bill

After I had issues with Vodafarce I bought call recording software for my mobile- it has helped me out of a few differences with phone companies (Orange, Vodafarce and BT)

tazdevil01985

baldelectrician wrote: »

I have been an Orange customer for a few years and the Indian call centres are the fly in the ointment

I have found out there is a loophole in the system.

if they don't actually log on to your account (just ask the relevant questions and press the odd key) they seem to be doing the tight thing and don't leave a footprint on the system so things can't be tracked

Orange don't list 150 calls on thier bills, so there's no point checking your bill

After I had issues with Vodafarce I bought call recording software for my mobile- it has helped me out of a few differences with phone companies (Orange, Vodafarce and BT)

Trust me everything is traceable as Jon01 has said time, date and number calling from and which agent has taken the call is easily found. Trust me I have done it with Orange on several occasions where there were no notes. Also the phone answering system auto pops up the customers details 90-95% of the time !