Orange DOUBLE charge

rbco

Might not sound like the end of the world, but I don't pay my Orange bill by direct debit. More fool me, but I'm self employed and having a few day's flexibility is better than a returned direct debit charge from the bank!

But, I have TWO phones on ONE bill, yet I'm charged TWO non-direct debit fees 2x £2.98+vat

After a particularly unpleasant off-shore call-centre experience I thought I'd play the same game and asked to set up TWO direct debits But it wasn't allowed. Surely if they can charge me two non-direct debit charges I should have the option of paying two direct debits?

When I noticed the double charge last year I rang and got it removed - but only for one month it appears to shut me up at the time.

I was never told about this new charge coming into play (I keep everything even if I don't pay much attention to it) and the funniest thing of all? I've been with Orange since the day they launched as it happened to be my Birthday.

simax

There has been a non-DD charge for the last 5 years, and the T+C's clearly state the fee is payable PER LINE. Same as Itemised Billing.

How do you avoid the fee? Set up a DD. Simples.

rbco

Wow tough crowd

Surely they have to tell me of changes to my terms and conditions? they haven't. Also it was originally one charge and then two so it might say that now - neither change I was notified about - other than paying more.

Ok, so if they can charge me per line I should be able to set up a direct debit per line?

Also they accepted my line of thought/argument when they removed the charge (albeit only temporarily)

Saying that, a direct debit doesn't suit everyone and it doesn't suit me.

oopsadaisydoddle

I have to say I can't defend the charge because I do believe it should be one charge per account seeing they only actually take one direct debit.

However, you CAN set up 2 DD's but you have to separate the numbers onto 2 accounts. Therefore, you would then have 2 DD's for each of the account numbers.

It isn't a change in T&C's though, it's always been this way and as you have been using the service, you have accepted them.

It is possible for us to remove a non direct debit charge for any number which is what the operator you spoke to most likely did and thought they were doing you a favour, however, the system will then do a sweep and any accounts it picks up without the charge on that don't pay by DD will then have the charge reapplied.

I've seen people get away with it for months (sometimes nearly a yr in some cases) and then they complain when it's added, but I have to remind them that really it shouldve been charged to start with so they're lucky.

Most companies charge for not paying by DD So Orange are not alone, but as I said, I can't defend more than one charge on one account when only one DD is to be taken!

gjchester

rbco wrote: »

Wow tough crowd .

Huh? You may not like the answer but thats the answer thats correct. Would you prefer we lead you down the garden path with platitudes or that we are honest?

rbco wrote: »

Saying that, a direct debit doesn't suit everyone and it doesn't suit me.

I agree but it's not relevent. They DO offer other payments but as it cost Orange more to handle them they charge an admin fee if you use them. If they didn't offer any other payment method there may be a case but they do.

HiTo

I don't know if I agree that non direct debit costs orange more, I have online bill only and pay by debit card on the day of the bill, they get the money within two hours of me paying.

Naf

HiTo wrote: »

I don't know if I agree that non direct debit costs orange more, I have online bill only and pay by debit card on the day of the bill, they get the money within two hours of me paying.

No, a card payment will not reach them until around two to three working days after you make it. They have confirmation that the funds are definitely coming immediately though.


I have three phones on the same account with Orange, I pay by SO every month (and with good reason: Orange have screwed up my billing so many times I wouldn't even begin to count them), yes was being charged the non DD fee for each.
I politely called and was told (as has been pointed out above) that its in the T&Cs, it costs them more blah blah.
So I e-mailed the executive office, explained in no uncertain terms the reason I don't pay DD (because they're incapable of dealing with my bills correctly, so I'd rather keep my money instead of incurring bank charges), and that I'd concede paying one charge as it's one account and one payment to process. A small amount of arguing later and I was down to only one fee per bill. Not satisfied I called during my next billing period, explained very patiently about the circumstances surrounding my refusal to pay DD, but also pointed out that my SO had not failed to clear the full balance well before the bill's usual due date for well over 12 months. The very nice Customer Service agent removed the final fee also.

rbco

Thanks for all the replies, this issue has moved on a bit since I first posted and I have more information to hand. A lot of it shows just how ignorant I am to what I'm paying.

The charge came in 'several years ago' from what I can gather. I was out of contract so they weren't able to charge it. But when I upgraded (April 2010) the charge was added to my account. The bottom line is - I simply wasn't told - because I would not have upgraded - or would have haggled it off my account at the very least. So, I'm a bit cheesed off they can covertly add £7 a month to my bill without telling me - and of course cheesed off with myself for not noticing.

In fairness, they did say last summer they wrote to the long-time out of contract people and told them of the charge becoming payable - but at least these people had a say or time to plan around it. It was added to my account on upgrade without my knowledge. I'm no legal eagle, but I would imagine that is against the law (not that I intend to do anything about it).

As someone above mentioned, one charge can be removed but a 'sweep' of the system will reinstate it.

Now it has been picked up I'm confident it will get sorted, but sadly it took an approach from a friend who deals with 'consumer stuff' at one of the national papers to email them. They claim not to have had emails from me - even though I have acknowledgments.

HiTo

Naf wrote: »

No, a card payment will not reach them until around two to three working days after you make it. They have confirmation that the funds are definitely coming immediately though.

I don't know why I wrote debit card, I transfer the money from my bank account goes as faster payment