Orange Billing Issues

fortysixtwo

Hi everyone, I hope you can help me.

Last month I called Orange to pay my bill for June, I was told on the phone at the time that my bill had already been paid by a card the day previous. I asked at that time if they could confirm the card details and who paid it as it was not me. The said "it's been paid so you have nothing to pay but we will investigate it and get back to you as I cannot see the card details on our system"

They never got back to about this at all. Last Thursday I called to pay my July bill and was told on the phone that I owed £57.00 which I paid by card that day. Today I woke up and my phone was cut off for no reason and no letter to tell me why. I used a friend phone and called them. They told me that I never owed £57.00 last week and that my previous bill was still outstanding as the card payment was reversed. They now want me to pay that bill right now or they will not reconnect my phone. I advised them that they started an investigation which they never got back to me about and they just said "Sorry about that but you will still have to pay this up front before reconnecting"

Is there anything I can do? What would you recommend.

Sorry for the long story.

John

grumbler

You have not paid them for June. The bill is still outstanding.
You paid them £57 for July. This amount was probably different from the one in the bill.
Correct?
What's the problem with paying the total outstanding amount?

Guys_Dad

fortysixtwo wrote: »

Hi everyone, I hope you can help me.

Is there anything I can do? What would you recommend.

Sorry for the long story.

John

1. Consider DD. That takes away all the hassle.

2. Go to Orange web site and look at your account.

3. Check your bank a/c

4. If you owe it, pay it.

That's the succinct advice.

If an Orange rep got the info wrong, it happens, but doesn't absolve you from your debts.

fortysixtwo

The reason I am annoyed is that they told me they would invistigate the issue with June and get back to me. They told me not to pay anything and yet they never got back to me at all about it.

Instead they told me I had a total of £57.00 outstanding last week which I paid. Then they cut off my phone and said I still had to pay June. They never mentioned this outstanding bill at all last week and never once got back to me about who accessed my account to make a card payment in error.

grumbler

The question was: "Is there anything I can do? What would you recommend."

The answer is very simple: pay if you want to get reconnected because you owe them. They promised to investigate, not to write it off. Errors happen and have to be corrected.

What else do you want? An apology? If so, pay then start wasting your time on complaining.

fortysixtwo

Just spoke to a manager at Orange who agreed that they were in the wrong as they gave me the wrong information twice and never followed up on the investigation.

They have removed the bar from my phone and they are also talking to their fraud team about someone else's card being used against my account.

I am also getting a discount from the bill as it's not my fault that they refused to let me pay.

The reason I was annoyed was that I was given the wrong information twice and told an investigation was underway when it was not. I work in customer service and we would never do that here so was expecting the same from another company.

Guys_Dad

fortysixtwo wrote: »

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They have removed the bar from my phone and they are also talking to their fraud team about someone else's card being used against my account.

If you find the fraudster who is trying to pay your monthly bill, will you get them to pm me as I will willingly let them pay mine instead. :rotfl::rotfl: