Orange - Wrong payment information

Ratcliff1

I had a direct debit payment taken for £183.89 by Orange, for the kids bill. When I rang them the lady informed me that they had been an error on the account and that the tariff had been applied inocrrectly. She informed me that she would arrange for a refund and that my bill amount was in fact £35.95, and that I would need to complete a form at the bank to get the direct debit recalled, then ring s days later to pay the £35 odd. When I rang to pay this amount I was told that the information previously stated was wrong and that the bill for £183.89 was correct. I explained what I had been told beforehand and he could see the notes, and told me that he could see what she had said but it was still incorrect as they were for 3rd party text messages (£10 per message). I told him I was unhappy to pay the full amount and that I was told to pay £35.95 and that is what I was intending to pay, he said that they would offer me a credit but that it would not be for the full amount.

What are my rights? can I insist that I only pay the amount stated, even thoughthis prevous info was wrong??

:mad::mad::mad:

fluffnutter

There's a few things going on, not least the conflicting information you've been given by Orange. But what are these £10 per message texts?? Are they legitimate? Has your kid signed up for this service? I know a lot of the stuff that's marketed at kids - ringtones, games etc. is a rip-off (£4.50 for three texts seems about the norm) but a tenner each?? What's going on? You need to find out who this company is and deal with them too.

Do you have an itemised bill? Can you see what's going on? You need to establish exactly what these charges are before you decide how to continue. Simply arguing that Orange originally said *this* might not help you if these charges are legitimate.

Can I also suggest that, if your child has signed up for this service... that perhaps a PAYG is more appropriate!

eranou

Ratcliff1 wrote: »

I had a direct debit payment taken for £183.89 by Orange, for the kids bill. When I rang them the lady informed me that they had been an error on the account and that the tariff had been applied inocrrectly. She informed me that she would arrange for a refund and that my bill amount was in fact £35.95, and that I would need to complete a form at the bank to get the direct debit recalled, then ring s days later to pay the £35 odd. When I rang to pay this amount I was told that the information previously stated was wrong and that the bill for £183.89 was correct. I explained what I had been told beforehand and he could see the notes, and told me that he could see what she had said but it was still incorrect as they were for 3rd party text messages (£10 per message). I told him I was unhappy to pay the full amount and that I was told to pay £35.95 and that is what I was intending to pay, he said that they would offer me a credit but that it would not be for the full amount.

What are my rights? can I insist that I only pay the amount stated, even thoughthis prevous info was wrong??

:mad::mad::mad:

3rd party text messages are from companies like Jamster etc who send ringtones,games to to the phone by text these services are mostly subscription based so this probably wont be the last you see of these charges until you cancel the subscriptions.

In regard to the amount owed Im afraid the 2nd person seems correct most networks will never remove a charge for 3rd party texts, If you believe they were wrongly charged you need to speak to the 3rd party, you can find out who they are from the regulator www.phonepayplus.org.uk.

Ratcliff1

The numbers are all 5 digits and begin with 7. I appreciate that my Daughter has had itchy finger syndrome, but I have still been told duff info, The original customer service rep clearly told me not to worry to calm down it wasnt my Daughters fault and that they bill was incorrect.

fluffnutter

Ratcliff1 wrote: »

The numbers are all 5 digits and begin with 7. I appreciate that my Daughter has had itchy finger syndrome, but I have still been told duff info, The original customer service rep clearly told me not to worry to calm down it wasnt my Daughters fault and that they bill was incorrect.

If your daughter signed up for this service, why should Orange foot the bill?

eranou

Ratcliff1 wrote: »

The numbers are all 5 digits and begin with 7. I appreciate that my Daughter has had itchy finger syndrome, but I have still been told duff info, The original customer service rep clearly told me not to worry to calm down it wasnt my Daughters fault and that they bill was incorrect.

Whilst its not good customer service that you were given incorrect info it doesn't mean that you have the right to have the charges removed if they are infact correct.

Apples2

It's almost as if you agree the charge of £183.89 is correct, but are simply trying to avoid paying it as the CS Rep gave you a bum steer.

Your unhappiness should be redirected toward your daughter, not Orange.

Ratcliff1

SORTED!!

ORANGE customer service rang me today, and explained that they was incorrect with their information but that ORANGE will still be making the refund as I was told wrong information.

To all that replied, yes I do agree that my Daughter made the texts.......that wasnt my point.....had I been told that when i made my initial call I would of dealth with it.....my point was that I was given false information.....and under the Consumer Credit Act I wanted to know what I could do about it.......................:j

somethingcorporate

By quoting irrelevant legislation? probably nothing.

Well done on getting your money back, you don't deserve it since you ran up the bill.

fluffnutter

That's good news, Ratcliff. But I think you got a bit lucky! And make sure the premium text service is cancelled. I doubt Orange will be so accommodating next month!