Orange - Am I just unlucky?

Choco1208

I have been with Orange for over 6 years. Approx 3 years on a contract. I had problems Previously prior to my first upgrade. However, they soon resolved the issue.

I was Due another upgrade January this year. Back in January I was given a good deal, but I told the advisor that I will call back. When I called back I was told that I can't have the previous offer as i did not call within 7 days. Unfortunately, I was unaware of this and neither was this fact pointed out to me.

I called back several times and was given deals which were not to my satisfaction. My circumstances had changed financially. But, my main point was that I have been a customer for a while and I expect the service I receive to improve or atleast remain the same. I was truly hurt when one of the advisors stated that "orange as a company has millions of customers". She stated that the company is keen only hold onto valuable customers and that I did not make a difference to the company. Is that how u treat a customer, make them feel like they are not wanted! Since that day i also changed the way I spoke, I demanded a better service, a better deal. And, from then on I spoke to the advisors!In the same manner they spoke to me.!

During another phone conversation I was told I was costing the company more as a customer, and again it was implied that I was not required as a customer. Is this something a company should directly point out?!

In the past I was given a good deal with my upgrade due to certain issues. However, as a customer I have always remained on band 5. A few years back i took out emergency insurance costing me £70 and I have paid insurance since. Early 2009 my bills were coming to over £100.!

Recently my bill has been going over quite a lot again. The first time I called to discuss this I was told it was due to texting. I thought maybe I have text more than usual during my friends wedding. The following month I cut down on texting and I received another high bill, this time due to calls. Again last month the same thing happened but with my Internet usage, although I thought I had free Internet. I was later informed that I had extra discounts added to my account which came off in January. Why was I not told this? I incurred loss of earnings due to lack of communication.!

I requested a Code to leave orange. I received a letter asking me to call back. In the mean time I went to phones for u, who said I was on a high band and they offered me what seemed like a good deal. At that point I just felt it would be so much easier if the company I have been with so long would just make it so easy for me.!

I recently spoke to an advisor by the name of Rachel or Rebecca, I must point out that I was very pleased with her, she has been trained very well and deserves some recognition!!
The deal she put forward to me was the following:
18 month contract for £25 pm
Samsung galaxy ace!

I wasn't sure at the time and said I would call back.!
The following day I called back. I tried to see if I can get anything better, just for my own satisfaction to make up for all the frustration caused previously.!
I eventually agreed to the deal. She confirmed I would receive the galaxy ace on Wed (11 May), and my minutes would start on 18 May. I changed my plans for Wednesday and waited for!
the delivery. I called in the afternoon for a time window and I was told that the phone was out of stock! And that I should have been informed by the previous advisor. I was very disappointed as I had waited all morning! I was told I will receive a call when the item is back in stock.!

On the 18th of May I was expecting my new minutes and messages. At 12am I checked dialling 150, however it had not been updated. I checked again in the afternoon and again it had not been updated! I called through to customer services. The advisor then pointed out that I am still on previous deal and it has not been changed. At this point I was too upset to debate. I asked the advisor to as a manager to listen to the call where I had been mis informed. The advisor said that I would have to write in.

I did not want to write or take this any further, it's sad that I have had to. It upsets me that my partner has never had any problems as a customer, why me?

I sent a letter mid May and I have still not had a response

Choco1208

My contract was £15 per month before January, and I was also paying insurance. I am now paying £30 a month since January. I wasn't informed of this. And, I didn't check online, and recently I havent been observing my statements. And I don't receive my bills in the post. So I am to blame too.

Choco1208

My recent bills as confirmed by advisor over the phone

Jan £101
Feb £68.82
March £66.57
April £74.80
May £58.15
June £43

Bad timing as I'm on extended maternity leave!

Feel awful....

Choco1208

I'm partly to blame too. I accept that. I should have noticed the change in bill. But, I wish they pointed out that my contract had expired and gone upto £30 from £15, and I no longer had unlimited text, unlimited Internet etc. These were added on my previous contract as extra discounts.

xmaslolly76

This may sound obvious but if you are not happy and their service is so bad then go elsewhere and get a better deal. If they really dont want customers who pay their bills on time and play by the rules then its their loss there are plenty of companies out there that do!

Choco1208

I think the bit that really Got to me is when the advisor confirmed delivery of my new phone and contract package but then the phone was out of stock. Aparantley it was out of stock for a while and the advisor should not have confirmed a contract. She should have informed me that the phone is unavailable.

Choco1208

That's y I feel so bad! I should have sorted my upgrade out straight away. If I wasn't happy I should have gone elsewhere!!!! That's exactly what my hubby said! And it's true! That's why I feel worse. I was so happy with the £25 deal with the Samsung galaxy ace! But, can't believe I was mis informed! I don't want to go elsewhere until I've not had a reply from them. 6 months of over paying and mis communication! They have to give me an answer. Make sense??