Orange roaming charges

Flossieno20

To avoid huge roaming charges I rang Orange before travelling to the USA to ask about what costs would be involved and arrangements I could make. I was told I could pay £5 for a 4 mb bundle and would receive a text when this limit was approaching being used and have the option to increase it. No text ever came and now I have returned home I am faced with a bill for £2927 which customer services say they will reduce to £891. They didn't record the call where I arranged my bundle and the notes the worker made didn't cover her advice to me re the text I would receive. They now say the text service is only for Europe and not the USA which is not what I was told. Customer services suggesting the reduction to £891 as a gesture of goodwill. I feel badly let down but dont seem to have any way of proving what I was advised and the information I was acting upon. I could have used WIFI etc in Starbucks on my ipad and was only using the phone as I hadn't received the text so was assuming my limit was still OK. Can they do this to me? I have had to cancel direct debit to avoid adding bank charges to this mess and intend to pay my standard bill only by phone until I work through the dispute resolution process. I feel sick with worry and stress. Does anyone have any advice?

grumbler

Try agreeing a payment plan with them. They will trash your credit history if you just cancel the DD.
The only advice is in future don't believe a word that stupid/incompetent CS agents say, double check everything (can be easily done online) and record all important telephone calls.

Similar story: mis sold data package now sent huge bill

DUTR

Flossieno20 wrote: »

To avoid huge roaming charges I rang Orange before travelling to the USA to ask about what costs would be involved and arrangements I could make. I was told I could pay £5 for a 4 mb bundle and would receive a text when this limit was approaching being used and have the option to increase it. No text ever came and now I have returned home I am faced with a bill for £2927 which customer services say they will reduce to £891. They didn't record the call where I arranged my bundle and the notes the worker made didn't cover her advice to me re the text I would receive. They now say the text service is only for Europe and not the USA which is not what I was told. Customer services suggesting the reduction to £891 as a gesture of goodwill. I feel badly let down but dont seem to have any way of proving what I was advised and the information I was acting upon. I could have used WIFI etc in Starbucks on my ipad and was only using the phone as I hadn't received the text so was assuming my limit was still OK. Can they do this to me? I have had to cancel direct debit to avoid adding bank charges to this mess and intend to pay my standard bill only by phone until I work through the dispute resolution process. I feel sick with worry and stress. Does anyone have any advice?

I would suggest that you put this in writing to the Executive office and request that they try and resolve the issue and remind them of your previous loyalty. A letter is sometimes more effective. The address is Orange Executive office, Orange correspondance dept, PO Box 10 Patchway, Bristol, BS32 4BQ. I would suggest ringing them in a week or so to ensure they have received the letter or send recorded delivery.

Flossieno20

Grmbler..Thanks, the similar story is very useful and informative, its not just me being wrongly advised. I am going to pay my regular charges each month whilst disputing the additional charges on the basis of the advice I was given being wrong. I will NEVER trust Orange or any other company in this regard again. I intend to revert to pay as you go once my contract is finished in a few months time.

DUTR.. Thanks..I have written to the Orange executive address re dispute resolution and researching as many avenues of information as possible and was just seeking any further suggestions/ advice to add.

I see Ofcom suggest companies should have a limit re data roaming charges to avoid "shock bills". I also see there is an independent dispute resolution service that I can follow. I will follow all avenues and am prepared to publicise and go to court. I believe if court finds in my favour my credit history will not be affected.