Problems With Orange Tarriff.

l.m.t

Hi, Im wondering if anybody is able to help me..

Basically I'm 12 months through a Orange 24month £35 iPhone 4 contract.. Now I had to sell the phone after about 6 months to raise money for a flat deposit as I was desperate so for the second 6 months iv had a cheap phone which iv used which has been fine.

Now anyway, now Im doing better financially I popped into Phones4you too see what they could offer.. They said they could possibly buy out my contract if I could reduce it low enough so they got me to call through to Orange and request a best plan review, i also stated to the women that I would no longer be using the current contract for various reason and I wanted it as low as possible.. Okay thats fine she agreed and said £20 per month. I double checked this 3 times with the lady because I was shocked they'd drop so low and multiple times she said £20 inc vat. She thanked me for being a loyal customer etc etc and that was that I thought nothing more of it.

Anyway phones4you then said they would buy that contract out if I traded my cheap handset which was fine.. I did that and came out with a shiny new phone.. Anyway a week later i checked online and my bill had only been reduced to the iPhone 30 tarriff so I called customer services who insisted it would be impossible for her to of lower it to £20.. I argued this and requested a copy of the call to which he gave me the address I need to write to and he also said as far as he is aware they record all calls. He also said a manager would call me after listening to the call within 24 hours.

Two days passed, no call.. So i called again and spoke to somebody else who said they would look into it and have somebody call me back, This time they did and it was the same person I spoke to originally that lowered the tarriff. She then started arguing with me stating she would not of offered me a best plan review because i did not originally take the contract out through orange and that she definately said £30, which i know she didnt. I again argued and said I wanted to hear a copy of the call to which she said she's not sure as they do not record many calls? Convenient.. Anyway another manager was meant to call but still nothing so im going to call again at lunchtime.. Im just wondering where I stand with this? Can they make me pay the £30 per month when the lady definately said on multiple occasions on the phone £20 per month?

I would not of got the new phone if they had of said £30 originally so I dont know what best to say to them to honor what they said and if it was a mistake on there part to honour it?

laurentulse

I know how you feel because it happeded to me 3 weeks ago. Word by word you are not far wrong.

I got my deal at the end as I "kindly" spoke to the manager and pointed out that if the deal wasn't to be made probably I would cause a storm. All things considered, I wrote inmmediately to their HO (make sure you send it to their compliance department) and ask them that if this is not solved in 36 hours you will go to Advertising Standards, Watchdog, MSE, Review Centre, Blogs, Forums, etc, etc ,etc (be as relentless as possible).

I had an apologetic call and all back to normal. But lesson learnt - make sure the contract is signed before you take a new deal.

Darlyd

The guy's in phones4u were listening to the conversation too?

teffers

executive.office@orange.co.uk - Contact them - hope they sort it for you.

I got them to reduce my contract from £30 to £10 for the final 10 months of a 24 month deal due to financial hardship

Confirmed it with my online account.

l.m.t

Thank-you for all your replies, very helpful Composed a 2 page email complaint including the advice given above and sent it off to the [EMAIL="executive.office@orange.co.uk"]executive.office@orange.co.uk[/EMAIL] email address first thing on Tuesday.. Iv currently heard nothing back as yet, does anybody know how quickly these guys normally respond to emails/complaints?

Jon_01

Since their email address has been made public their response time has gone down.
They're there for high level issues that CS can't sort out, but now they're getting mail from anyone that thinks by going to them first they get a quicker answer. But they have filter all the mail and forward it to the right section, hence, they've slowed down. . .

They will get back to you, but it might take a few days to get to your email (the official correspondence email address gets thousands a day, they works weeks behind!)...