Orange Won't Cancel My Contract

Luggz11

i think that you should go to an orange shop and get them to call customer services, everytime i have had a problem and they call up they get it sorted and they would most likely be able to make customer services give you your money back that is owed. then request a pac number and leave since they dont seem like they know what they are doing.

toskdc

Luggz11 wrote: »

i think that you should go to an orange shop and get them to call customer services, everytime i have had a problem and they call up they get it sorted and they would most likely be able to make customer services give you your money back that is owed. then request a pac number and leave since they dont seem like they know what they are doing.

Quite right. I had nothing but trouble from Orange telephone customer services, and when I went into the Orange shop they sympathised with me and openly admitted that the customer service over the phone was terrible. A quick phone call from them and my problems were sorted. Always go to the Orange shop, it's where they keep the intelligent ones!

Personally I would cancel the direct debit and let them try to come after you for the money. I think they'd be a lot more helpful if they're risking money being lost. But that's probably bad advice from me.

notenoughcash

Sorry malky but you have been so rude that I don't see why I should answer your question but as you insist I did ask if I needed a PAC code and was told no as I am not switching networks.

I have been in to Orange shop today but they tell me all they can offer me is the use of a mobile telephone to call customer services which I'm quite reluctant to do as I don't seem to have gotten very far the last few times I did that.

I have also been to carphone warehouse and explained the situation and they are in agreement that yes at the end of a contract, providing you give the network the required amount of notice they should allow you to use the allowance you have paid for for the forthcoming month and send a final bill for any additional usage above and beyond free allowance once the notice period has been served.

Keeping the number has become so insignificant in comparison to the amount of hassle this has proved that I am just going to put a new payg sim in my phone and text everyone my new number.

My latest letter to orange states that payg sim or no payg sim I do not wish to continue with the contract as advised on 16 March 2011 and that I have removed the sim card from my phone so as not to use any of the free allowance that they keep billing me for in the hope that they might just understand that I don't want the damn contract any more!

It makes me feel like they take advantage of the fact that I told them I would like to keep the number. If I want to keep it I surely want to use it but if I do I'm penalised by being kept in contract?!?!

I'll be interested to see what they have to say!

And thanks for the constructive support.

grumbler

toskdc wrote: »

Personally I would cancel the direct debit and let them try to come after you for the money. I think they'd be a lot more helpful if they're risking money being lost. But that's probably bad advice from me.

Bad indeed.
They will not come. Debt collectors will - after Orange trash the credit file(s) by the default record(s).

ridethelightning

I'd just call orange and request PAC code. Go to another network on PAYG and transfer your number using the PAC code, this also cancels your orange contract immediately (you are able to do this as you are outwith your contract). This will save any further hassle and I wouldnt use a network that screwed me around so much.

Id also avoid vodafone as many people, including myself, are having major issues with them. Have a look at giffgaff, there are mixed feelings about them on here but definitely one of the cheapest and Ive had no problems so far.

d.ross_2

Have you contacted the ombudsman? They used to be called offcom, but I don't know if they still are.

spiro

I don't understand why they would need to send you a SIM to move from contract to PAYG especially if you want to retain your number. Is it possible that they misheard you originally and thought you wanted PAYG in addition to your contract?

simax

spiro wrote: »

I don't understand why they would need to send you a SIM to move from contract to PAYG especially if you want to retain your number. Is it possible that they misheard you originally and thought you wanted PAYG in addition to your contract?

Because you cannot use a PAYM sim card on a PAYG account, and vice versa - the system does not allow it.

I think Orange's systems are unique in this respect, as Voda/T-Mob/O2 can change you to PAYG on the same sim.

Vodafone

Hi ridethelightning,

I noticed from your post that you mentioned you were having some problems at the moment. I will be more than happy to help, if you are having ongoing issues. Drop me an email to the address on our profile page here with WRT135 FAO Heidi in the subject and a link to this thread.

That way, I can look at getting it resolved for you.

Best wishes,

Heidi
Web Relations Team
Vodafone UK

gizzi.n.lemon

notenoughcash wrote: »

Hi all,

Having a real nightmare with Orange at present and wondering if anyone could help?

I took out a mobile phone contract with them in August 2009 for 18 months which by my reckoning means I was in contract with them until February 2011.

So I pay my bill in full and on time every month by direct debit as agreed and on 16 March 2011 (just to be on safe side re 18 months) phoned up to cancel my contract with them. I explained that I would like to keep the number on a PAYG basis which they said would be fine and a sim card would be sent out in time for the notice period ending.

I received a bill on 16 April 2011 which I presumed must be my last bill but then another on 16 May 2011 and still no sign of the sim card. I called to query why I was still being billed and was told sorry, our mistake, sim card will be with you by end of week and we'll refund the extra charges.

26 May 2011 arrives, still no sim card and direct debit gone out of my account for the bill received 16 May 2011.

I rang Orange customer services again and spoke to a very rude and unhelpful character who tells me the reason they are still billing me for the account is because I have continued to use the handset which they take to mean I still require the contract. I explained that I wanted to keep the number on PAYG and that is why I have continued to use the phone and will continue to use it on a PAYG basis otherwise I wouldn't have asked for that, plus I have surely paid in advance for my minutes and texts and so see no reason why I shouldn't be able to use them. I would also expect Orange to stop me from making calls and texts once I have served the notice period?

I asked for a refund of billed charges back to 16 April 2011, one month from my giving notice to terminate the contract but was told this is not possible as I have used the phone and as long as I continue to do so I will be billed for it. I ended the phonecall before I completely lost my temper with them and wrote a formal complaint, to which I have received no repsonse to date, 4 weeks on.

To be honest they can stick their number where the sun doesn't shine now and I will go on PAYG with someone else, but they are still billing me!

I have written another letter today telling them I want all billed charges refunded to 16 April 2011 or I will go to CISAS on 21st July.

Does anyone have any further advice or experienced similar???

One thing to bear in mind is your usage on the handset. If you have used the handset since the 26th of April you want refunded would that not give Orange the right to charge you that usage on a PAYG price which could work out steep?