Orange - End contract by email

ant192

Hi, first post so go easy...
My Orange contract ended in september, i sent them an email a couple of weeks after, stating that i hearby give 30 days notice etc. and would like to terminate the contract as the minimum term had passed.
I received an email back which i must admit i did not really read, thinking that it was just an automated message. When i try to log into my account online it says that my contract has ended.

I was suprised to find that they have still been billing me every month since - i was confused so dug out and actually read the email reply from orange today and the reply says that they do not accept cancellation request via email and i need to phone.

I had done the same with a vodafone contract a few months before - i had tried to do it over the phone but they told me that i needed to send an email so i did that and all was sorted. I guess i just assumed that all cancellations had to be done in writing.

I am going to compose a letter to orange, stating something along the lines of - I had given them notice in writing and that i have been charged in error. I haven't used the phone since i thought i had cancelled, infact i haven't used the SIM for 9 months!

Does anyone have any advise on what arguments i can use in my favour and wether i have a leg to stand on? Any help is greatly appreciated.

Thanks
Anthony

gjchester

ant192 wrote: »

I am going to compose a letter to orange, stating something along the lines of - I had given them notice in writing and that i have been charged in error. I haven't used the phone since i thought i had cancelled, infact i haven't used the SIM for 9 months!

If they say they want it by phone or letter not email then you need to follow that. Sorry not what you want to hear but they did tell you.

Why have you not noticed it going out your bank account?


You may get something back but if you have not cancelled properly then you probabvly wioll get very little back as you didn't cancel in the correct way so you were still getting the ability to use the service.

Sorry it's not what you want to hear but I'm not sure you have a case. You have some element of blame here both for not reading the email and not noticing the payments had been taken.

JJ_Egan

I would even go as far as saying a letter is not email . As letters get read emails are often ignored go to the wrong department etc .

jje

ant192

Thanks for the reply GJChester, The reason i didn't realise the contract was is because they don't send me a paper bill, I could not view bills online because they stopped access to my account and I don't pay by direct debit - I normally pay over the phone so i haven't actually been paying beyond when i thought the contract has ended, thus building up a debt.

What interests me is when a contract stipulates that notice must be given "in writing" does this mean by post or by email or both?

d123

In writing would be a letter (recorded delivery to prove receipt).

With regard to access to the online system, I'm sure they actually suspend your login when they suspend the line for non-payment. That's why you couldn't access it.