Overseas orange data rip off £1000.00 bill!

oopsadaisydoddle

I see where you are coming from geothermal, however, it is something that will be very hard to prove. I am not for one minute suggesting what OP has said is not factual but I do know from experience that there are people out there that will call up and go for the cheapest bundle just for the sake of it. It is a very grey area. In most conversations I have with customers regarding data roaming, I will ask them about expected usage for said trip and then based on what they have said suggest some bundles.

I can't imagine the operator would PROMISE or GUARANTEE that that bundle would DEFINITELY cover their usage....it's the same as when a customer phones for a standard package change - we can only advise based on info given and also history. If I changed a plan for a customer, I would never guarantee that their bill would never be more than their basic price because there is always the potential for additional usage.

As I said previously I can see both sides and yes, if there is evidence that he was PROMISED that his data roaming would cost him no more than the bundle then yes, a refund would be appropriate.

As I also said though, I just cannot see anybody guaranteeing something so variable ESPECIALLY when they had seen the previous bill Amrita high amount of data usage on it. I can also wholeheartedly say that it wouldve been better for the operator to sell the customer the biggest bundle therefore he would have no reason to give the customer the smaller 10 mb bundle unless he thought it best for the customer based on the conversation they had.

I have no reason to doubt what OP is saying as I wasn't privy to the conversation but I just can't help thinking maybe it wasn't as clear cut as it sounds.

OP - I would call back and ask to escalate to a Team Leader. There is a process to follow as stipulated by ofcom. If the Team Leader can't resolve to your satisfaction, then it will go to a manager and so on until it would be passed to CICAS if still not resolved. They would then make an impartial decision.

oopsadaisydoddle

***Amrita should read 'and the'!! Silly phone.

DUTR

Guys_Dad wrote: »

OK OK. I give up. I am clearly in a minority here. People who use mobile data have no need to know what facilities (Browsing/emails/downloading videos& pictures/streaming) use how much data.

They need not check their bills to see how much they use.
They don't need to know what overseas rates per mb are either.
They don't need to know about how to switch off roaming either.

I will go further:-

• They don't need to put any real time checks such as data monitor apps on their handsets.
• They don't need to know about pin locks to protect thieves running up bills if they steal their phones.
• Similar with pin locks and phone locks.

In fact, everything is someone else's fault.

Everybody happy now??

You are not in the minority, too many people think it is ok to be thick or not to check ahead or even think for themselves, even many developing countries have internet cafes and web access in hotels etc, if folk want to use their handsets abroad with impunity then they have to pay the price, we are not in the 80s anymore, if 500mb is not enough on a home network then how can 10mb be abroad?

DUTR

d.ross wrote: »

Many of you are missing the point. As I mentioned in an earlier post, Orange DO occasionally over charge for overseas data use.

I don't think anybody is missing the point, I was with orange for over 13yrs, never got overcharged for roaming, the costs are easily available before the traveller sets off, if in doubt leave the phone at home rather than come back to mse with some sob story, not every reader is going to be sympathetic, OCS never promised the OP anything, as another poster mentioned not once was the OP in reciept of a high bill but twice, so after the 1st time it is nobody's fault but his own, pay up and shut , from this camp.

Guys_Dad

d.ross wrote: »

Read post 55

Yes, read it. Not quite the same point as the original post, though. Will be very interested to read the outcome of the dispute.

DUTR

d.ross wrote: »

Read post 55

Thanks Ross, I have gone back and read post #55 and agree with GD, that some phone users should have some kind of test to confirm that we wont get too many stories like the OP on the forum, it is no use the OP saying well thats what the bloke on the phone told me, it's just not a good enough excuse, the OP should know themselves that 10mb is never going to be enough even 50mb, someone using that little data will do just as well not using their handset abroad . If the CS rep said 5 mins a month was enough for the OP would he automatically beleive them?

Transformer

Thats my whole point, there are in this world some people who do trust what told to the letter. Not out of ignorance but out of respect that the rep must know what they are talking about and if a error has been made that has described something incorectly or error, we are happy to accept mistake as long as no cost to us.

There is a recording of ceo office member of staff basically callng their customers silly/stupid for trusting what told verbally by orange store rep.

Orange helpers replied with of course you should be able to trust what told by orange rep!!!!!!!

I am happy for others who are not so trusting to label me and others a mug if they so wish, but I still do not think it too much to ask for an explanation of what they can offer with accurate fact of what you are getting, I recorded then many calls to orange with different explanations and interpretations of what they had to offer, but mostly they forgot to even mention the fair usage policy, in one case saying they had never known anyone exceed it when I asked again was their a fup after being told their internet on mobie was unlimited.

They also told me they are allowed to describe is as unlimited in basic so there attitude at ceo level.

So I have to say it is up to them to describe accurately and not give false reassurance you will be okay, if you have told them what you need.. I found it hard to get orange on many occasions on the phone to even explain the fair usage policy when selling a phone and had do assume it was regular occurance.

I know one thing I have learnt and that is to never trust any company again and get all transactions recorded for reference in case of future problems.

I have to say I am so so suprised that you are not first encouraging op to do all can to quash the bill they find unfair, before lecturing on your opinion of their phone usage based on your own experience. Fine to one extent, but unfortunately there are still some trusting people out there who believe what told, it seems gone are the days when a company will take responsibility for the miss selling of their staff and errors without blaming the customer first.

If sheep pay these bills they consider unfair they will not change. Karma for those who have not been in this position, your opinion may change when that bill drops on your matt.

Everything everywhere stinks !!!!!!

Why do their staff feel the need to be so so selective with sales description you have to ask, are they worried if dont describe as unlimited when not that people might go to as I planned 3 for all you can eat data?

Perhaps their actions are why their sales this year have dropped compared to last year

My recordings to show you I am not exagerating on the misleading info I received will be appearing on you tube in the near future. I will ref link when up due to feeling if I can be so easily mis led on new contract issue they surely such things may happen when relying on their advice for add ons and internet extensions abroad etc.....

DUTR

Transformer wrote: »

Thats my whole point, there are in this world some people who do trust what told to the letter. Not out of ignorance but out of respect that the rep must know what they are talking about and if a error has been made that has described something incorectly or error, we are happy to accept mistake as long as no cost to us.

There is a recording of ceo office member of staff basically callng their customers silly/stupid for trusting what told verbally by orange store rep.

Orange helpers replied with of course you should be able to trust what told by orange rep!!!!!!!

I am happy for others who are not so trusting to label me and others a mug if they so wish, but I still do not think it too much to ask for an explanation of what they can offer with accurate fact of what you are getting, I recorded then many calls to orange with different explanations and interpretations of what they had to offer, but mostly they forgot to even mention the fair usage policy, in one case saying they had never known anyone exceed it when I asked again was their a fup after being told their internet on mobie was unlimited.

They also told me they are allowed to describe is as unlimited in basic so there attitude at ceo level.

So I have to say it is up to them to describe accurately and not give false reassurance you will be okay, if you have told them what you need.. I found it hard to get orange on many occasions on the phone to even explain the fair usage policy when selling a phone and had do assume it was regular occurance.

I know one thing I have learnt and that is to never trust any company again and get all transactions recorded for reference in case of future problems.

I have to say I am so so suprised that you are not first encouraging op to do all can to quash the bill they find unfair, before lecturing on your opinion of their phone usage based on your own experience. Fine to one extent, but unfortunately there are still some trusting people out there who believe what told, it seems gone are the days when a company will take responsibility for the miss selling of their staff and errors without blaming the customer first.

If sheep pay these bills they consider unfair they will not change. Karma for those who have not been in this position, your opinion may change when that bill drops on your matt.

Everything everywhere stinks !!!!!!

Why do their staff feel the need to be so so selective with sales description you have to ask, are they worried if dont describe as unlimited when not that people might go to as I planned 3 for all you can eat data?

Perhaps their actions are why their sales this year have dropped compared to last year

My recordings to show you I am not exagerating on the misleading info I received will be appearing on you tube in the near future. I will ref link when up due to feeling if I can be so easily mis led on new contract issue they surely such things may happen when relying on their advice for add ons and internet extensions abroad etc.....

Seems to be some contradiciton in the post, if you are so trusting, then why record the calls??
As for karma, if Im going away and wish to use my handset abroad, the 1st thing I will do is check what payg options are available to me , at present there is not a tariff option from a UK network that is going to be VFM or suit my needs, the CS reps are just that, REPS not experts, God gave me and others a brain, so I will use it to the maximum of my ability, not depend on others to think for me, I just do not see the appeal of anybody being stupid stupid stupid.

Transformer

DUTR wrote: »

Seems to be some contradiciton in the post, if you are so trusting, then why record the calls??
As for karma, if Im going away and wish to use my handset abroad, the 1st thing I will do is check what payg options are available to me , at present there is not a tariff option from a UK network that is going to be VFM or suit my needs, the CS reps are just that, REPS not experts, God gave me and others a brain, so I will use it to the maximum of my ability, not depend on others to think for me, I just do not see the appeal of anybody being stupid stupid stupid.

Record the calls due to aide de memoir and well the store miss sold me and I wondered wether the phone sales agents would try the same or be more accurate. The phone automatically records all calls.

So if you go into a store and buy a product say a dvd player and get it home and find it plays vhs you would be shocked for it doing different from on the box described. When you go into store and have laid it on thick thick thick that you want no risk of any extra download bills as in unlimited means unlimited, due to having home phone unlimited broadband with bt, that is exactly as it says on this tin, unlimited, you would feel a little confused to find unlimited meant fair usage policy when you had asked about such and told use as much as you want all covered !!!!!!!!!!

If you go in and they say monitor your data usage due to fair usage policy and no our internet is not unlimited so be careful and when abroad they give detailed explanation that is accurate then that is customer service, if on the other hand that info confuses, I say you should be disgusted that they are allowed to sell a product without full information and risk themselves reprisals.

It is not acceptable to get bills when todl by their rep no bill other than monthly charge, if they cannot vouch for their own reps then they should not be selling other than over the phone which as you know gives the chance of distance selling protection.

I mean I have learnt that, dont trust the stores order online. But when order online they better get their facts right or it is miss selling hence getting the call or recording the call for proof.

I have to say again anyone thinking this is out or order has either luckily not had problems of this nature or works for a mobile firm !!!!!!!

OP you go get em

DUTR

Transformer wrote: »

Record the calls due to aide de memoir and well the store miss sold me and I wondered wether the phone sales agents would try the same or be more accurate. The phone automatically records all calls.

So if you go into a store and buy a product say a dvd player and get it home and find it plays vhs you would be shocked for it doing different from on the box described. When you go into store and have laid it on thick thick thick that you want no risk of any extra download bills as in unlimited means unlimited, due to having home phone unlimited broadband with bt, that is exactly as it says on this tin, unlimited, you would feel a little confused to find unlimited meant fair usage policy when you had asked about such and told use as much as you want all covered !!!!!!!!!!

If you go in and they say monitor your data usage due to fair usage policy and no our internet is not unlimited so be careful and when abroad they give detailed explanation that is accurate then that is customer service, if on the other hand that info confuses, I say you should be disgusted that they are allowed to sell a product without full information and risk themselves reprisals.

It is not acceptable to get bills when todl by their rep no bill other than monthly charge, if they cannot vouch for their own reps then they should not be selling other than over the phone which as you know gives the chance of distance selling protection.

I mean I have learnt that, dont trust the stores order online. But when order online they better get their facts right or it is miss selling hence getting the call or recording the call for proof.

I have to say again anyone thinking this is out or order has either luckily not had problems of this nature or works for a mobile firm !!!!!!!

OP you go get em

I don't work for a mobile firm and would not say I'm lucky, I would not describe myself as stupid either even though I have never graduated. All the things I do on my phone on my home network I dod not need to do whilst abroad, if I go on the net it is for novelty only, if anything happened whilst I was away, it will have to wait until I get back, I would rather give my £1000 to the travel company than a mobile companym, irrespective of what the CS rep wants to tell me or the store rep, it's not them that pay my bills and hence they do not have to operate in my interest.