Orange mobile contract fraudently taken out

sasparillo

Hi Grumbler, Thanks for your response. I think you meant "scam"?! I have to say what I have found on the internet plus the fact the Orange customer services representative refused to put anything in writing (it's got nothing to do with Data Protection - he didn't mention it but I notice it's often used to justify matters without any understanding what's it is really about!) and the letter I received today has made me very suspicious!

When you say Orange, do you mean Orange head office itself or do you mean call centres and/or the "debt recovery agencies" mentioned in the Orange ad under contactcentres http://gs10.globalsuccessor.com/fe/t...arch+and+Apply? What is done by the offices of Orange and what is done by sub contractors?

Thanks for responding!

Jon_01

Orange exce is;
Orange Executive Office
St James Court
Bristol
BS32 4QJ

Email: [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

The CSR's you talk to have no way of putting anything in writing, there's no mechanism in place to send out letters. If you need anything in writing you need to contact the correspondence dept by writing to them first (or exec, but only after exhausting the CS route).
Now exec has logged your call/info they’ll contract the fraud team and get the current state of what’s happening with this acc.
The thing to bear in mind. Fraud isn’t part of customer service. It’s a division of finance.

sasparillo

Jon_01 wrote: »

Orange exce is;
Orange Executive Office
St James Court
Bristol
BS32 4QJ

Email: [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL]

Thanks Jon for confirming this is the correct address.

The CSR's you talk to have no way of putting anything in writing, there's no mechanism in place to send out letters. If you need anything in writing you need to contact the correspondence dept by writing to them first (or exec, but only after exhausting the CS route).
Now exec has logged your call/info they’ll contract the fraud team and get the current state of what’s happening with this acc.
The thing to bear in mind. Fraud isn’t part of customer service. It’s a division of finance.

Thank you for that nugget of information Jon!

So really people who have been victims of fraud should be directed to Finance? Of course for the victim of fraud (or for that matter the true customer), it's Orange they are dealing with and they shouldn't be involved in the internal set-up of Orange. It should be made clear that this is NOT a matter of an account holder making an account enquiry but id fraud using the name and address of someone who does not have an Orange account.

Thanks again for the information.

Where is the Finance Division based and where has the Fraud Division moved to? Is it now at the Paris address in France then and is it Gervais Pellissier who is responsible?