Orange being unreasonable re ending contract?

Zo_Hop

My mum was diagnosed with lung cancer
in 2009 and she started to get really ill in November and
was admitted to hospital then a hospice as the cancer had
spread to her brain and spinal cord. Recently she was having
problems using the hospital phone as her fingers weren't
working properly plus she kept having to get my dad to top
up her credits for her old mobile but he didn't always
remember so I couldn't always get to speak to her and we
live hundreds of miles away.
Not realising how quickly her illness would progress I
added a new phone to my own Orange account which I thought
would be easier for her to use.
Its the Doro and its amazing simple and marketed to the
older generation who don't want anything fancy and to be
able to see what they are doing!
I signed up to an 18 month contract at £30 per month as I
thought maybe my dad could take it over if she passed away
before then.
However my mum died last week and her health declined so
quickly that she never got to use the phone. My dad doesn't
want it so I am now stuck with it.
Orange say my only option, as the account is in my name and
not my mum's, is to buy out the contract at about £400 or
try to find someone to take over the contract. I am asking
around regarding the latter but I am loathe to pay out in
excess of £400 if no-one wants it. They reckon that anyone could say that someone has died but it seems a bit harsh given the circumstances. Do I have any rights
here?

Kingsd316

As sad as this story is, and I offer my Condolences, but i dont think you have any chance of getting out of the contract, as orange have said it is in your name, so therefore your problem. Im sure at a time like this you could do without the hassel of trying to void a contract, but good luck anyway

JJ_Egan

No rights at all otherwise company's would end up footing the bill for numerous contracts every time somebody dies .

Its your contract so you may be best trying to sell the phone and use proceeds towards paying off the contract . New selling for £125 on ebay so that may not help much .
How about your own phone and contract can you switch around contract/phone .

But in your shoes i think i would right to head office explaining the circumstances and see if they offered any leeway .

jje

lurkylurky

I'm very sorry for your loss. My brother died at the beginning of January and he had a contract with Orange. I have to say they have been one of the easier organisations to deal with, but the contract was in his name.

As JJ Egan says, I would write to Head Office. I would address it to the CEO, Tom Alexander at:

Orange Executive Office
St James Court
Bristol
BS32 4QJ

I would also enclose a copy of your Mum's Death Certificate, and hope for the best.

Hope you get it sorted.

simax

Firstly, sorry for your loss. Sadly, you entered into an 18 month contract knowing all too well your mum's cancer was in an advanced state. It was your decision as an adult to take, and unfortunately it was not used very much (if at all) before she passed. If the contract was in her name, then it's easily fixed, however in this light, you are responsible for the contract. You can't just cancel it unfortunately.

Take care.

jenniewb

I think your experience is awful and I feel for you, but I can't see Orange backing down here unless your able to speak to someone of higher authority who can act on goodwill rather then via an automated preset system which probably wont allow them to just drop £400 from a contract to be paid.

I'd follow the advice above for the address to contact but also, maybe contact the CAB and see if you can take it any further with them, if they have any contacts or any ideas or even if you needed help with paying it off if there isn't anything your able to do.

Really sorry for your loss, my heart goes out to you.

keith1950

Hi, I have been in a similar situation to you and I am afraid there was no backing down. The best you can probably do is to sell the phone for as much as you can, take over the contract/number for your own use and downgrade your own plan to the lowest rental possible to reduce your outgoings.