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mis sold data package now sent huge bill
lois621836
Posts: 11 Forumite
in Mobiles
Hi we have just been to the US on holiday. Before we left my son called Orange and asked what they could offer as an add on so he could use his phone (blackberry) while we were there.
The salesperson he spoke to said he would look at his normal monthly data usage and see how much he needed. He was advised that his data usage was 4mb a month so he added a 10mb package to last the 2 weeks, more than double his advised monthlyamount, allowing plenty of extra should he need it and asked, "so i can browse the internet as normal and this will be plenty?" This was confirmed, he was also told that he would get a text alerting him should he get near his limit. He asked for confirmation and the sales person said he would text him. The text only confirmed that the data package had been added to his account.
Having had problems with mobile companies before we are very cautious.
Two days into the holiday he called to check his usage and was told he still had plenty left.
Two days before we came home, not having received any texts about nearing the data limit he got a call from orange telling him his bill was unexpectedly high, 450 quid, and they wanted to check he hadnt lost his phone. He immediatley explained what he had been told, added another 10mb and they said they would sort it out when he got back. As you can imagine the rest of his holiday was ruined hes an apprentice on a low wage and doesnt have this sort of money.
He spoke to them as soon as we returned and they said they would sort it out, hes asked to have a copy of the sales call, but they say its difficult to find.
Yesterday the bill was produced, now a horrifying 1200 pounds, they have very "generously" offered to accept 700!
Please can anyone tell us how we appeal/complain do whatever we need to do, he doesnt have the money and was very careful to avoid this happening. the fact is he was totally mis sold and misinformed.
Can we insist on a copy of the call under data protection or anything as this would prove beyond doubt that we are in the right otherwise its just our word against theirs and an incompetent sales person is going to cost my son 700 pounds.
thanks in advance
lois
The salesperson he spoke to said he would look at his normal monthly data usage and see how much he needed. He was advised that his data usage was 4mb a month so he added a 10mb package to last the 2 weeks, more than double his advised monthlyamount, allowing plenty of extra should he need it and asked, "so i can browse the internet as normal and this will be plenty?" This was confirmed, he was also told that he would get a text alerting him should he get near his limit. He asked for confirmation and the sales person said he would text him. The text only confirmed that the data package had been added to his account.
Having had problems with mobile companies before we are very cautious.
Two days into the holiday he called to check his usage and was told he still had plenty left.
Two days before we came home, not having received any texts about nearing the data limit he got a call from orange telling him his bill was unexpectedly high, 450 quid, and they wanted to check he hadnt lost his phone. He immediatley explained what he had been told, added another 10mb and they said they would sort it out when he got back. As you can imagine the rest of his holiday was ruined hes an apprentice on a low wage and doesnt have this sort of money.
He spoke to them as soon as we returned and they said they would sort it out, hes asked to have a copy of the sales call, but they say its difficult to find.
Yesterday the bill was produced, now a horrifying 1200 pounds, they have very "generously" offered to accept 700!
Please can anyone tell us how we appeal/complain do whatever we need to do, he doesnt have the money and was very careful to avoid this happening. the fact is he was totally mis sold and misinformed.
Can we insist on a copy of the call under data protection or anything as this would prove beyond doubt that we are in the right otherwise its just our word against theirs and an incompetent sales person is going to cost my son 700 pounds.
thanks in advance
lois
0
Comments
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The addon would not have covered internet usage overseas.
Was it some roaming internet addon for internet? Or one for the UK only?
In US - you would get wallopped for hundreds - and Orange would only know about those charges once the US networks pass back the usage data to them.
And Orange would not know you were in the US to be able to send you the texts - as you would be on other US networks.0 -
You definitely need to get the telephone calls records recovered. This is your only hope. Complain in writing and demand this. Provide as much information as possible about the dates and the times of the calls.0
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What exactly does the text say he received from Orange? How much did he pay?
If you look here http://www2.orange.co.uk/servlet/Satellite?c=OUKPage&pagename=PersonalIR&cid=1044131837837#data it appears they offer different bundles for different parts of the world. The other thing is that Blackberry phone use Blackberry services and normal internet services. Is it possible they added 'Data' and he was using 'BB'?IT Consultant in the utilities industry specialising in the retail electricity market.
4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).0 -
The correct term is 'travel bundle'.The addon would not have covered internet usage overseas.
Was it some roaming internet addon for internet? Or one for the UK only?
However, the only bundle they have on offer for US is 'Word Traveller' that covers only minutes and texts. Internet bundles are available only for EU.
Don't know about special bundles for BB as I can see the bundles only after logging into my account.
EDIT: as I posted below, for some reason I don't see all the bundles after logging into my account.0 -
As others have said you haven't mentioned whether orange was told that this data was going to be used overseas - I can't find any roaming data bundles for the US so I imagine there has been some confusion. As someone said above you really need to get hold of those phone calls - if you explicitly said you were going to the US and this was offered then you have a case, if not you'll have to pay the bill.
Looking on the site, it looks like the data cost in the US is £8 per MB - so sounds like a fair amount more than 10MB............don't mean to be rude but I have to ask the question, if you get a call saying your bill is already up to £450, why would you continue to use it??0 -
Incorrect, see the link I posted they offer Data Bundles for USA.The correct term is 'travel bundle'.
However, the only bundle they have on offer for US is 'Word Traveller' that covers only minutes and texts. Internet bundles are available only for EU.
Don't know about special bundles for BB as I can see the bundles only after logging into my account.IT Consultant in the utilities industry specialising in the retail electricity market.
4 Credit Card and 1 Loan PPI claims settled for £26k, 1 rejected (Opus).0 -
They did mention that Orange was told:lexmeister2 wrote: »As others have said you haven't mentioned whether orange was told that this data was going to be used overseaswe have just been to the US on holiday. Before we left my son called Orange and asked what they could offer as an add on so he could use his phone (blackberry) while we were there.
Because apparently...I have to ask the question, if you get a call saying your bill is already up to £450, why would you continue to use it??they said they would sort it out when he got back0 -
Incorrect, see the link I posted they offer Data Bundles for USA.
All the bundles are different price, so the op could work out which her son was sold from the cost on the bill.
But they all appear to be for none BB handsets (at least there's no mention of BB's on the info).
To me, it looks like the CSR didn't notice that the acc was for a Blackberry and applied a standard date bundle which would have been worse than useless.0 -
Hi
thanks for your replies, he did specifcally say he was going to the US.
Having spoken to Orange and adding the extra 10mb after the call re the bill for 450 i can assure you he used it very sparingly, infact mostly we used wireless, I also used my bb while we were there and my bill was only 37 pounds more than usual0
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