Help: Orange Mobile

beautiful_bagel

I am having problems with Orange, I cancelled my contract in April and they stated that it had been cancelled for me. They then asked me if I would like a pay as you go sim card and told me that I may as well as it was free so I said Yes. (My husband also did the same with his) My husband received a sim card through the post on it's own in an envelope, I did not receive one but was not bothered (why would I be you can buy one from a shop for £3)

Forward 1 and a half months on and we receive a bill that we should not have received and so ring up Orange. The (very obnoxious and rude) man on the other end tells us our contract is still active, we ask him why and he then states that we never registered our PAYG sim and we will have to register our sim cards and then pay yet another months line rental (and he would not back down on this and just talked and talked his 'script' over everything we said)

The worst bit is:

We were not even vaguely informed on the cancellation phone call that the registration of the sim card was in any way neccessary

and

We received only 1 sim card and it was just on it's own in an envelope and had not been sent recorded delivery

I do not believe we should have to pay this as we were totally and utterly misinformed.

If anyone can point me to any T&C regarding this on Orange's website or have any other advice to help me out in fighting this then I would really appreciate it as if I do not get this sorted through my contact with Orange then I will be taking it through the small claims court as I can see from looking at the internet and MSE that this scam has been hapening to lots and lots of people as far back as 2008 and I cannot believe that they have got away with it for this long.

Thank you for reading this

computersaysnoagain

Ring them up, recording the call and ask them to read the last notes re your call to them, dont go straight away about how unhappy you are and ask them to confirm the basis for sending the new simm to you and what was agreed. If they then say whey you inform them of your complaint that you would have been told the terms and conditons, ask them to source the call, listen to it and prove it. You see they dont record their calls barr 1% of 5 million calls a month, so the chances of staff saying one thing but noting another on the system seem to be a regular moan which cannot but be true for some of the complaints comparing how many times this issue is raised of miss selling you would think they would record call to protect themselves at orange or send terms and conditions you had agree to with the simm for your perusal.

One complainant mentioned the ceo office in a recorded call stated you cannot go on what told verbally by an orange rep in store. If that is so then think what is the difference between store and phone when same complainant also recorded calls to them showing they were shall we say saying one thing but insisting later they did not.

So record your call to them and insist politely they cancel the contract as you were mis led and put you back in the position you were prior unless they can prove you agreed to any different or failed to follow advice given re the subject that led to the cost.

If you feel you are getting no where, start emailing them persistantly to get a paper trail as they do reply eventually and keep at it till get what you want.

I suspect this company plays on a reliance that most people will leave it and just pay, perhaps they do, so keep at it and make sure your dd is cancelled or bank card replaced it that was used to set up regular payment other than dd to prevent any more payments.

executive.office@orange.co.uk (for your paper trail if neccesary)

notenoughcash

Bagel, I am having exactly the same problem with orange. I was directed to your post by grumbler when I created a thread regarding my problem.

I would be interested to know if you manage to resolve this and will update you if I get an answer!