ORANGE PHONE INSURANCE - Paying for charges once phone stolen

Hells84

hi guys

my bf had his phone stolen few weeks ago whilst on holiday, and reported it stolen, got crime ref number etc and called orange they barred the phone

he has since got his phone bill and the thieving bar stewards were "roaming" on his phone for an hour, costing him £35. Orange are saying that he is liable for the charges as he didnt report it stolen at the time of the theft. May i add that he got beaten up as well. but it says clearly on his bill that these charges happened at 05:38am which was the time he got attacked. They refuse to budge on this, and i know its only £35 but its merely the prinicpal now. he went to the police the very next morning after calling orange and blocking his phone so as far as i can see, he has done everything right. but i cant understand how orange cant see that he should not have to pay for the roaming charges. i have his bill infront of me and theres just text messages and the odd phone call whilst he was away, so surely they can see 55 mins worth of roaming is a little out of character??

they're calling him back within 34 (?) hours as i requested to speak to a manager about the matter

any advice on what to say/do, so he gets these charges reimbursed would be greatly appreciated!!!

many thanks guys

xx

drbesty

He's liable for all charges up until the point its reported stolen, although I don't think they'll risk annoying you or losing your future custom for the sake of £35, wait to see what the manager says, I'm sure they'll waive it

grumbler

Hells84 wrote: »

... i cant understand how orange cant see that he should not have to pay for the roaming charges. i have his bill infront of me and theres just text messages and the odd phone call whilst he was away, so surely they can see 55 mins worth of roaming is a little out of character??

Who has to pay then? How close Orange have to monitor all accounts and at what point were they supposed to cut the phone off?

It's normal that our bank cards are protected by PINs and online passwords. However, almost all of us ignore and don't use similar protection available for our phones and sim-cards. I don't use them too, but I consciously take the risk and am prepared to pay if the worst happens.

Guys_Dad

Sorry to read of your boyfriend's troubles, but the previous advice is correct.

Orange and the other networks are not nannies who have armies of staff or computer systems checking every single call. There is nothing in the least out of the ordinary of someone deciding to make a few overseas calls to the value of £35.

Suppose it had been him and, God forbid, one of his relatives had had a heart attack and he was ringing to get news. He would have been livid if Orange had cut off his service the minute he roamed.

I think he needs to be thankful that he hasn't got a bill like some other MSE members have been saddled with in similar situations.

Sorry if this is not what you want to hear.

Hells84

Thanks for all ur messages much appreciated. We both understand data roaming charges are extortionate and there are smaller charges of which he accepts and hasn't got a problem with, it's the roaming charges he had got when he had his phone stolen that we're disputing! Shall keep u all posted, but he's not trying to weave his way out of using his phone abroad because he did and he sent texts to me abroad it's just the stuff he knew wasn't him!!!!

Will let u know what they say, thanks guys xxxx

grumbler

I missed the fact that Orange refused to pay under insurance. Their 'care' doesn't cover unauthorized use indeed. However, I believe that some insurances do cover this for some specified amount or time after the phone is stolen.

macman

I'd be grateful that it's only £35. They could have racked up a bill for hundreds in overseas calls in an hour or two, as many others have reported on here.
Disputing it is pointless, you are contractually liable for all the calls made until the loss is reported to the network.
Asking them (very nicely) to waive it on a goodwill basis might get you somewhere, but they have no obligation to do so.