Advice re Massive Orange Roaming Bill

DUTR

NFH wrote: »

As you might have guessed, they're making this up. The call centre staff can't dial 150 as they don't have Orange handsets in Manila or India. They can quite easily put you through to a UK call centre if they want to. Otherwise, keep trying at different times of the day pressing different options (e.g. help using your handset instead of billing) and you should get through to someone in the UK sooner or later. If it's the wrong department, they should be able to put you through to a colleague in billing in the UK.

Another thing you can claim is that you would have added data roaming bundles yourself via the Orange web site, but the "your account" section was down (as usual) when you tried to log in. The point is that even if you had tried to add the relevant bundle, you probably wouldn't have been able to do so without going through the pains of an unreasonably laborious long-winded phone call to an offshore call centre.

Not sure if things have changed, any additional bundles were applied at the next billing cycle.

NFH

DUTR wrote: »

Not sure if things have changed, any additional bundles were applied at the next billing cycle.

Via the web site as opposed to by phone? Whenever I've tried to add a bundle via the web site, I get an error "Sorry, that didn't work. Please try again later." and have to phone up instead but it takes immediate effect.

DUTR

NFH wrote: »

Via the web site as opposed to by phone? Whenever I've tried to add a bundle via the web site, I get an error "Sorry, that didn't work. Please try again later." and have to phone up instead but it takes immediate effect.

It's been a few years since I have been with Orange on a contract, I know on O2, the bundles were effective from the next billing cycle, there were text codes you could use as well to add roaming bundles, but the low roaming use and cost were often less than the cost of a bundle, my phone only comes along with me for the camera use, and the netbook or internet cafe is with me for any unecessary browsing :j

thatcambridgebird

Right, having spoken to my bank and checking various options, I've basically used the remains of my savings to foot the bill in the short term, while arguing with Orange in the long term.

I know a number of you - in varying degrees of politeness - will say that hindsight is a wonderful thing, but like I said yesterday I am not denying my naivete at expecting roaming charges to be similar worldwide. Being blinded by the excitement of my holiday meant I perhaps didn't do the double check other people would have done, but I was never disputing the need to pay up for some element of the bill, just Orange's daft system for beginning their Collections process.

I'm going down the road of escalation, on the grounds of not being informed of their charges on arrival, and their uncompetitive costs which I would have absolutely been willing to take out a holiday bundle on in normal circumstance. So we'll see how it goes from there....

Thank you all for your advice - and your flamings - it is a hard lesson to learn, but if there's a goodwill gesture Orange will make I'll keep you updated.

DUTR

thatcambridgebird wrote: »

Right, having spoken to my bank and checking various options, I've basically used the remains of my savings to foot the bill in the short term, while arguing with Orange in the long term.

I know a number of you - in varying degrees of politeness - will say that hindsight is a wonderful thing, but like I said yesterday I am not denying my naivete at expecting roaming charges to be similar worldwide. Being blinded by the excitement of my holiday meant I perhaps didn't do the double check other people would have done, but I was never disputing the need to pay up for some element of the bill, just Orange's daft system for beginning their Collections process.

I'm going down the road of escalation, on the grounds of not being informed of their charges on arrival, and their uncompetitive costs which I would have absolutely been willing to take out a holiday bundle on in normal circumstance. So we'll see how it goes from there....

Thank you all for your advice - and your flamings - it is a hard lesson to learn, but if there's a goodwill gesture Orange will make I'll keep you updated.

I'm semi confident the bill will be reduced, but not for the reasons you have mentioned, the data usage is very high for the short duration, phone updates or not, although even at a reasonable 10mb/day that would still add £400 to your usual bill

lizzywig

thatcambridgebird wrote: »

Fair enough, it's on their website, but how many people can honestly, honestly say that speaking to their phone provider is especially high on their list of pre-holiday things to do. Far far more important to me was ensuring I had appropriate insurances, and that my bank were aware I was travelling.

I do......I have a check list and calling the bank and mobile phone provider are always on the list as well as arranging travel insurance. Then again my mother drummed this overly obsessive mantra into my head from a young age and I also write down a list of my travellers cheque numbers and leave a copy with people at home....along with taking a list of phone numbers, e.g. local embassy etc. Perhaps I need to get a life but thus far I've never come back to a big bill of suffered any travel mishaps....now I've said that wait until next time.

Sorry I can't offer any advice about the legalities here but if I were in your shoes I would try calling Orange again this time saying you can't get into your online account. I don't think they should have suspended it. Your bill isn't due yet right? So although you have told them you can't afford to pay your bill they can't assume that you actually won't until they don't receive the payment. So I don't think they can disable your online account. Once you get into your account I would download your bill and save a copy.

I would also ask the person you get through to for advice, don't tell them what the last person said until you get their take on it. I agree that it sounds a little dodgy that his best advice was to cancel your dd and do nothing.

Failing that call up again and ask to speak directly to the collections dept and ask for their advice.

BTW by hubby is on Orange and when we went to Vegas not so long ago he got a text message with rates. You would think it would at least be consistant....

NFH

thatcambridgebird wrote: »

Right, having spoken to my bank and checking various options, I've basically used the remains of my savings to foot the bill in the short term, while arguing with Orange in the long term.

So that Orange don't deem your payment to be consent by you to their charges, tell Orange that you are "paying under protest". This is a phrase normally used when you plan to take something to court, but the same principle applies.

thatcambridgebird

I have good news!

Orange contacted me by email this morning to say the bill had been recaluclated at their cheapest roaming package rate, and therefore they'd be refunding back to me approx £1200.

I stuck to my guns over the weekend, and pointed out to them about the landing text issue, and the fact that although they aren't obligated to send one it obviously gets sent to some people on Orange (as per Lizzywig's comment above). I also asked them about their uncompetitive rates, and used the 'payment under protest' phrase as advised.

I have to say, though, that if it hadn't been for this site, I wouldn't have found the Orange Helpers, who took over the case and dealt with it for me. I know I was incredibly stressy last week, but thank you for your helpful advice with appropriate plans-of-action etc.

I always knew I would have some element to pay, and was never disputing that, it was the shocking charges and the poor advice re cancelling the DD which made me feel I wasn't getting anywhere.

Any future holiday will have mobile phone roaming package plans as a top priority!!! It's been a scary lesson to learn, and I have been lucky that Orange listened to my complaint.

I shall definitely be advising all of my friends and family if I know they're travelling, so they don't get caught out.