£3000 Orange bill. please help.

NFH

Olesya wrote: »

(her english is very limited)

Your mother could phone Otelo for advice who say on their contact page "If your first language is not English we can offer a telephone interpreter service".

tazdevil01985

NFH wrote: »

Your mother could phone Otelo for advice who say on their contact page "If your first language is not English we can offer a telephone interpreter service".

Or simply add you as a third party on the account which means you can access the account on her behalf (allows you to do everything apart from Upgrade or Cancel where they need to speak to your Mum) Get you mum to ask for full access for you then you can talk to Orange

Olesya

Again, thank you very much for all your responses.

So our next step is to contact CS and ask them to examine TAP files and also ask for an LI code so the bill is frozen and not passed onto collection team. I will keep you posted.

The reason her bill was just over £150 one month is because my grandmother was ill in Ukraine and my mum was calling the Dr and hospital, nurses and grandmother etc so during those few months it was between 60-150£ however all other months its between 25-35£.

Regards,
Olesya

Guys_Dad

Thanks for clearing that up. You now really need to get to the bottom of the increased data use. Lots of interesting ideas on here. Good luck with CS.

tazdevil01985

Guys_Dad wrote: »

Thanks for clearing that up. You now really need to get to the bottom of the increased data use. Lots of interesting ideas on here. Good luck with CS.

Good luck with CS be gentle with them, none of them will know what a TAP file is (its a technical term) which unless you are in a billing or roaming tech team then you will never hear of it. I would also suggest you add yourself as a third party as you say your mums english isnt brilliant. I know that you are not going to like this but it will probably take 7-10 days for an answer at the earliest, it may even have to go out to the Ukranian networks to verify from their side.

Orange_Company_Representative

Hi Olesya,

My suggestion would be to call Customer Services and speak to the Billing Team and ask them to look into the matter. If you are unhappy with the response you are able to escalate the matter by asking to speak to a Team Leader. You can call 150 from an Orange phone or 07973 100150 from another phone selecting options: 1, 2. This will put you through to the billing team.

Hope this helps.

Steve, Orange Helpers

Twitter:@OrangeHelpers
Facebook: Orange UK