Orange Bill Problem, I've been robbed!

RichGold

I've just become aware that for the last 3 years or so I've been paying a subscription to Orange for something called Traffic TV. I have no idea what this is or how it was signed up to. I don't use data or internet on my phone and have never used this service, whatever it is. It costs £3.33 a month (ex vat) and I wondered if anyone has had a similar experience. Has anyone got this money refunded? I'm aware some people may say I should have checked my bill prior to this, but having never subscribed to anything ever I didn't feel the need to check. This is apparently on my bill as far back as 2008, at a cost of around £70 per 18 month contract (inc vat).

I've ended up on the phone with a call centre manager in Manilla who advised me that "I better take the offer of £30 during this call as once this call is ended I will receive nothing.", which I thought was particularly bad form, not only robbing me in the first place but then holding me to ransom during a phone call for far less than is outstanding.

Any thoughts would be welcome.

cassidy0111

[EMAIL="olaf.swantee@orange.co.uk"]olaf.swantee@orange.co.uk[/EMAIL]


I had an issue with Orange recently. After hours on the phone to India- a quick email to the gentleman above and the issue was resolved. I feel sorry for the Indian staff as they are generally polite and clearly well educated. It is such an inefficient way of serving customers given the turn of phrase etc required to work in a call centre.

gjchester

RichGold wrote: »

I'm aware some people may say I should have checked my bill prior to this, but having never subscribed to anything ever I didn't feel the need to check.

Unfortunatly this is the case, you can probably get 3 months worth back but little more, the onus is on you to check your bills.

Sorry it's not better news.

Mrs_Boo_Boo

Luckily my husband is on a fixed contract and woe betide him if he goes over the amount!
Yes he had traffic tv on his bill and rang to query it and it was refunded without any problems.
You've got to watch 'em.

mrochester

As I understand, Traffic TV is a service that provides live updates on traffic problems. Unfortunately, like said, it is your responsibility to ensure that you check your bills regularly to see what you are being billed for. You can typically have reminders sent to both your phone and email inbox to let you know that a new bill is available, and I'd say it's wise to check that as soon as possible, even if it's just a quick glance to see if things look 'normal.

Buzby

Well you are right - you share responsibility to monitor your outgoings, and if you give someone the right to take a DD, even more so. The service is still provided - see here: http://traffictv.orange.co.uk/ - it is one of the value added services they offer, but you will find you are offered a free month, then the service rolls on until you cancel, that responsibility remains with the customer.

Under the circumstances, I'd write to the Executive Office, putting your hands up to being inept in checking your bills in the hope they take pity - there is nothing else to lose. Hopefully, you;ve already asked for this to be cancelled? Because you have been able to access the service, after this length of time they will not provide a full refund, as they have no way of (easily) knowing whether you've accessed it, and may simply trying to get some cashback.

I'd really suggest you not be so trusting, as saying you 'don't feel any need' to check shows a breathtaking disregard as to how all your money can disappear whilst you look after other things. Not having DD's is a useful first step!

RichGold

No service was provided to me, and nor did I ask it to be.

Thanks for your replies. After speaking to the retentions people they have offered a discounted upgrade (I'm not sure how discounted this is in real terms when compared to other providers), which I am pained to accept so I'll see what 02 and Vodafone have to offer me in the morning.

Just if anyone was interested, they have offered a free HTC motzart
with 800 minutes, 250 texts, and 500mb for £26.05 a month. Not sure if this is good or not yet.

DUTR

RichGold wrote: »

No service was provided to me, and nor did I ask it to be.

Thanks for your replies. After speaking to the retentions people they have offered a discounted upgrade (I'm not sure how discounted this is in real terms when compared to other providers), which I am pained to accept so I'll see what 02 and Vodafone have to offer me in the morning.

Just if anyone was interested, they have offered a free HTC motzart
with 800 minutes, 250 texts, and 500mb for £26.05 a month. Not sure if this is good or not yet.

Aint that a windows phone? Sounds like good old Orange offering you something that is nothing, IIRC Traffic TV was offered free for a month or three, then you had to unsubscribe or get billed for it.

skybluenick

I found this thread after a Google search. Just wanted to say I had the same problem and found that they'd been charging for this since May 2010 when just coincidentally my phone had been repaired (could be no link). I had never heard of Traffic TV did not request it, and have never of course used it.

I phoned Orange and simply insisted they refund the whole lot or else I'd take further action, I called it theft. The operator went away (to consult no doubt) and rang back a couple of hours later and agreed (they are giving me £70 credit). Remind them that it is illegal to supply unsolicited goods or services, and also mention Ofcom (the regulator). Please don't let them get away with this scam, you are entitled to ALL you money back. They of course trotted the line of 'we'll do this out of goodwill, just on this occasion, long-stading customer etc.etc). But of course, check your bill every month (er... unlike me).

Hope this helps.

giraffe69

I'm aware some people may say I should have checked my bill prior to this, but having never subscribed to anything ever I didn't feel the need to check.

And what is your view now?

RichGold

My view is after finally finding someone at Orange who not only spoke English as a first language but also chose not to read from a script I received some help. The lady I spoke to in retentions was reasonably helpful and even refunded some money despite the fact she knew I was leaving Orange. It worked out my last 2 months of bills (at about £35 each) were free. I'll be on top on this kind of thin in the future.

I've taken a sim only contract with another supplier and now get far more airtime than before for around £14.