Urgently need help with a mobile phone company misbilling issue

grumbler

MrAli_87 wrote: »

...When I rang Orange yesterday he could look at the accounts and recognise it was CPW fault at the art up of the new contract.

Whatever happened the end result was one contract account with a duplicate account charging the same amount every month. ..

If this were you and Orange come back offering say half the money as compensation instead of all the money back what would you do?

I would never accept this. As it was not your fault, you are entitled for at least the full refund. I think you can demand interest on this amount as well.

The only question is, who has to pay: Orange or CPW. However, it's their problem not yours.

MissKeith

grumbler wrote: »

I would never accept this. As it was not your fault, you are entitled for at least the full refund. I think you can demand interest on this amount as well.

The only question is, who has to pay: Orange or CPW. However, it's their problem not yours.

This was my whole point. While I acknowledge the OP has no interest in how the mistake was made, if Orange are using CPW as an excuse not to refund, I would get proof that the mistake was not made by them.

I worked for Carphone for a fair few years but I am now an ex-employee. Our systems were archaic, we simply did not have the facility to send two connections through on the same number. When CPW would sell a contract, it would generate an email automatically and send it to Orange who would then process it. If a double email did get sent, the systems would reject one of them with am error message.

Sounds to me like Orange are passing the buck on this one. Contact Carphone with a SAR, that's the best advice I can give you.

Transformer

olaf.swantee@orange.co.uk

Stating you will accept no less than the full amount paid and if they disagree a deadlock letter for you to them go to cicas and complain. They charge orange a 300.00 fee for each opened case, so chances are if orange know they are in the wrong, then they may sort it out. If they dont its just another example of how they pass the buck.

MrAli_87

Just figured out how the thank you system works, thanks again for all the info, still waiting to hear from them.