Overseas orange data rip off £1000.00 bill!

drbesty

Alot of frontline staff have no idea how much data certain apps would use, it's like saying 'I'm going to download an MP3, look at some webpages, a few emails and stream some youtube videos, how much data will that use?', any answer would be a total stab in the dark. You could have downloaded a data counter for the iPhone, it's your usage and you need to monitor it.

Galaxychocolate

And what happened to warning messages I was told would warn me if I approached the package limit?

If 10mb is so pathetic, then I should have received the message on the morning of day one no?

Or maybe it is again my fault the message never got to me, silly me for believing yet another piece of advice from the mobile communications provider that are contracted to me to provide a fair service, silly me.

llyamah

Galaxychocolate wrote: »

And what happened to warning messages I was told would warn me if I approached the package limit?

If 10mb is so pathetic, then I should have received the message on the morning of day one no?

Or maybe it is again my fault the message never got to me, silly me for believing yet another piece of advice from the mobile communications provider that are contracted to me to provide a fair service, silly me.

You were told you would get a warning message and never received one? If that's the case, then I think that adds more weight to your argument if I am honest. I don't really think you have been unreasonable at all.

I don't think you should have to pay the bill, based purely on what you have said. Please let us know how you get on.

P.S. Wasn't my suggestion for you to get the recording, kudos for that does actually have to go to Guys Dad...!

Guys_Dad

Galaxychocolate wrote: »

And what happened to warning messages I was told would warn me if I approached the package limit?

If 10mb is so pathetic, then I should have received the message on the morning of day one no?

Or maybe it is again my fault the message never got to me, silly me for believing yet another piece of advice from the mobile communications provider that are contracted to me to provide a fair service, silly me.

I agree with you on the messages. If that is what you were told, that should have happened, although that would have depended upon the USA network informing Orange and I don't know the time delays in them doing so.

But you still avoid the issue that you had previous experience of high data use in Spain and by not checking how much you used last time contributed to your own misfortune. You need to take that point on board.

Even llyamah in their last post accepted that you could and should have taken some steps either before or during your call to Orange to verify your previous usage, although they apportion more blame to the network.

llyamah

Guys_Dad wrote: »

Even llyamah in their last post accepted that you could and should have taken some steps either before or during your call to Orange to verify your previous usage, although they apportion more blame to the network.

Well, I accepted that I would have done that

Re the USA network informing Orange - would that have not been instantaneous?

split_second

llyamah wrote: »

Guys Dad, I agree that I would have taken the steps that you outline. For a £780 bill I would want to know exactly where I went wrong. However, I do feel that the OP should in theory have been able to trust the Orange representative without having taken those steps. I'd have thought the Orange rep would have taken a look at the Spain bill for him and said "I would usually have recommended only 10Mb, but based on what you previously used...". Agreed, had the OP have known this information before he called up, he could have told the Orange rep that 10Mb is not enough. But on the balance I just feel that Orange are more to blame here. Hopefully the OP is still following this thread and will ask for the recording (which you have suggested and is sound advice).

call centres record calls for their own internal training and monitoring, they are under no obligation at all to either pass on the recordings or even tell of the results of any investigations.

its the advisors job to tell the caller the costs, nothing more, if the caller wants to use data it is their responsibility to pay for it, and yes i have had those sorts of bills in the past and that is why i wont take my iphone abroad with me, even though i know them inside out

split_second

Transformer wrote: »

Record all calls to orange they cant be trusted.

i am pretty sure thats against some sort of law ......

oopsadaisydoddle

I can see both sides here. Yes OP did take the steps to ask advise before going because he didn't want the bill shock he had last year.

If I am selling a data roaming bundle then in all honesty looking at a previous bill doesn't always determine what to go for in terms of size of bundle. I would usually go by what the customer said they would be using it for but would always advise that we can NEVER know for sure what a customer is actually going to use...for that we would need a crystal ball. Yes we send a txt but because of delays in the partner roaming network, we cannot always guarantee when that will turn up.

I do believe that if I was to have such a big bill then I would want to get to the bottom of it and find out exactly what caused it and why and them take every possible step to ensure that it didn't happen again - and I have to be honest also and say that I would never just rely on what I'm told, not because I don't trust who I'm speaking to, just because I believe that is a sensible way to be. You don't have to be totally mobile savvy to understand data usage (IMO).

The other thing is is that even if OP gad purchased the biggest bundle the operator could offer, the bill would still be £500 ish (as worked out in previous posts) which is why I think that offer was quite reasonable.

Re PP saying Orange aren't to be trusted then I can certainly say with hand on heart the operator in question would have been better selling OP the biggest data bundle than the smaller one, so they haven't deliberately done it just make money out of OP.

Also, re SAR request - I don't believe you need ID for that and also it is highly unlikely that even if the call was recorded, they still have it because calls are recorded for monitoring and training purposes and are usually only kept for a month or so.

Transformer

split_second wrote: »

i am pretty sure thats against some sort of law ......

No its not against the law to record calls for personal use. That use when a company say we said this you agreed and its your fault, can then be offered to them as replay to show their staff said differently from what they put on your account.

You are allowed to record your calls :T

To be honest why would any company confident their staff did not make a mistake, be worried that you had a recording?:cool:

Fact is they know mistakes happen, when they make them they forget them, when the customer makes mistakes they remember them and funny enough often can find the recording then.

Quote me what law says a non buisness as in normal person is not allowed to record all calls for say aide de memoir, or for record. There is no law against it. Of course where court it concerned if you have not declared you are recording the judge can reffuse to admit as evidence, but in that case can still read transcript and if it is he said she said, can still on their own authority decided to listen based on the transcript.

For instance next time you sign up to a contract, say you are recording adn if that company objects, then you know to go elsewhere !!!!!!

Also under subject access request they are supposed to provide any recordings held on record or transcript of such and notes related to it on file along with whatever you request. They might argue they dont record all calls and cannot provide all, but you can be sure a sales call will have been recorded more likely than service call.

Point is worth a go to get that bill down if sure you are right. Why is it the case nowadays that the customer is always wrong? Thats why people started recording.

Anyone who says it is against the law needs to research it and quote the exact law and reference saying you cannot record a call you make personally from you own appliance. There is no law.

powerful_Rogue

split_second wrote: »

call centres record calls for their own internal training and monitoring, they are under no obligation at all to either pass on the recordings or even tell of the results of any investigations.

its the advisors job to tell the caller the costs, nothing more, if the caller wants to use data it is their responsibility to pay for it, and yes i have had those sorts of bills in the past and that is why i wont take my iphone abroad with me, even though i know them inside out

Two posts in this thread and both a load of rubbish!

Transformer has gone into the legal side of things - Yes you can request a copy under a sunject access request for the nominal fee of £10 and yes you can record calls for your own personal use.

Secondly, Its an advisors job to advise! Thats why when you goto take out or renew a contract they say "How many minutes do you use, how many texts do you send....Let me find you a deal that will suit you" or "Let me have a look at your previous bills and i'll find you a deal based on your average useage"

split_second - Three points youve made and all three of them incorrect. Might be worth checking in future.

Galaxychocolate - Common sense. You held your hands up and paid the Spain bill. You phoned Orange and asked for advice on how to stop it happening again. Keep at it, especially the fact they didnt send you a text message. Have a look at the following website, might help in some sort of way - "Information, information of volume consumption over 5 and 10 MB." - Im guessing that relates to the text message to say you have gone over.

http://ec.europa.eu/information_society/activities/roaming/data/measures/index_en.htm