HELP!!! Should I contact OfCom??

Silk

mobilejunkie wrote: »

It doesn't appear that straightforward. Apparently they "agreed the cancellation" - doesn't mean they actually cancelled it. they would want the phone back before so doing - and within a certain time frame.

Hi MJ,
If you read the post the phone was returned the following day 2 weeks ago.
It seems that mobiles.co.uk have told the OP that he needs to cancel the network contract which as we know is a lie as the cancellation is supposed to come from mobiles.co.uk

mobilejunkie

Hi Silk. It may be that past a certain timeframe the dealer cannot cancel the contract (I could be wrong). Given that Orange have taken 2 direct debits already and from the other comments made it appears this has dragged on for a while. Ultimately, it matters not who cancels it - BUT it does matter that the customer is substantially out of pocket whilst the dealer procrastinates and actually reimburses him. It is the assurance of reimbursement AND the timeframe for so doing which (it seems to me) that really matters at this stage. Unfortunately, we all know that Mobiles.co only responds to firm action in these situations and isn't the best company for customer concern or care.

harding1985

mobilejunkie wrote: »

Hi Silk. It may be that past a certain timeframe the dealer cannot cancel the contract (I could be wrong). Given that Orange have taken 2 direct debits already and from the other comments made it appears this has dragged on for a while. Ultimately, it matters not who cancels it - BUT it does matter that the customer is substantially out of pocket whilst the dealer procrastinates and actually reimburses him. It is the assurance of reimbursement AND the timeframe for so doing which (it seems to me) that really matters at this stage. Unfortunately, we all know that Mobiles.co only responds to firm action in these situations and isn't the best company for customer concern or care.

spot on, I'm going to seek some advice anyway just to make sure.

Silk

macman wrote: »

I did read the OP's post-under the circumstances they should have offered a superior handset rather than agreeing to cancel the airtime contract.

I agree but that would mean that mobiles.co.uk would have to have some sort of Customer Service and care about the customer !!!

:rotfl::rotfl::rotfl:

mobilejunkie

That is wise. I'm not sure that places like Ofcom will be that helpful; legal advice and LBA etc are usually far more effective (as Silk pointed out). The good thing is that you a) have written confirmation already that they will refund the cancellation charge and b) you have complied promptly from your side (in writing and using SD etc) to that commitment by them.

mobilejunkie

Silk wrote: »

I agree but that would mean that mobiles.co.uk would have to have some sort of Customer Service and care about the customer !!!

:rotfl::rotfl::rotfl:

Be fair. They may not care about CUSTOMER care, but they do care about legal action - as they indeed should and (to be fair) rather more promptly than some of their CPW counterparts...

Thought I'd use "care" a lot to make up for their general lack of it.

Guys_Dad

This should have been pretty straightforward, given that you have a cancellation number from mobiles.co.uk.

You could try shorcutting by contacting Orange Head Office, attaching any email or written evidence and asking Orange to chase from their end. As Silk said, he got O2 to open a 2nd front successfully.

But on the point about whether mobiles.co.uk has to be the ones to confirm cancellation (I would have thought that should be the case) or if there is any way that the customer can do this without involving Head Office, or, in fact, general advice on this point, send a pm, if it is permitted, to the Orange Company Rep - see here https://forums.moneysavingexpert.com/discussion/2987720 last post for their link.

But once again it's the old thorny problem of entering into 2 contracts - one with the dealer for the handset and the other being the airtime contract. When things go wrong, it can be a real mess with poor old consumer being the one who has to chase and chase.

harding1985

Thanks 'Guys Dad'

Anything is worth a try :cool:

Still no reply from mobiles.co.uk and I'd be very surprised to get any response from them, I'm writting them a formal letter of complaint :mad:

Orange_Company_Representative

Hi Lee,

So sorry to hear of the problems you have had. If you can PM me and provide me a contact number I can arrange for someone to call you and hopefully resolve this matter ASAP. If possible please add the mobile account number in your reply. I have had to post this on here as your account won't permit private messages.

Hope to hear from you soon.

Steve, Orange Helpers

Twitter:@OrangeHelpers

cub

Ignore the threats from Orange: you did not make a contract with them - you made a contract with mobiles.co.uk to pay the network provider; (mobiles.co.uk have a contract with Orange regarding commission). Arranging a direct debit to pay the network does not necessarily mean you have contracted WITH them to pay that money. This is a very serious matter; major companies routinely behaving criminally; they are pursuing individuals rather than mobile phone retailers because they are easier to threaten & more likely to pay up.
I am about to launch a substantial claim against '3' for harassment and threats over several years, and intend to get as much publicity as possible to get this activity stopped.
Please contact BBC 'Rip off Britain', 'Watchdog', radio 4 'You & Yours' & 'Money Box', Daily Mirror ([EMAIL="investigate@mirror.co.uk"]investigate@mirror.co.uk[/EMAIL]) and any other newspaper and magazine consumer columns you know of. Also, the Office of Fair Trading and Ofcom who have had years to do something about this.