Orange - should I take this further?

grex9102

I'm looking for some help with this issue.

In September, I called Orange to terminate my contract, and asked for a PAC in order to transfer my number. I was given the usual "your account will be closed in 28 days" etc.

However, I contined to be billed, I cancelled my DD until I could get the issue resolved. I wrote 2 letters to them, and then sent 2 emails to their exec. office. When they FINALLY replied by 'phone call (last week!) I was informed that i would be charged for the last 3/4 months as I did not use the PAC.

Now, at no time was I told that my account would continue to run if the PAC was not used, and if I had known that I would have informed them of my not using as soon as I knew I wouldn't.

SO, now I'm sitting with an £80 bill (payable immediately), and a probable default on my credit rating.

I'm still not very happy, anything else I can do?

reehsetin

they should ahve told you, its common policy, but your word against theres not sure how its works out legally, i would write a letter of complaint to head office usually gets the best results

grex9102

reehsetin wrote:

they should ahve told you, its common policy, but your word against theres not sure how its works out legally, i would write a letter of complaint to head office usually gets the best results

Thanks, would this be the "patchway" address of theirs? I've written to that twice so far, and been ignored twice... :rolleyes:

clark1982

executive.office@orange.co.uk

Their highest complaints team. Sorted outall my probs in the past!

mrbnewc1

Hi

I don't see how they can charge you for the last 3/4 months when you rang them to cancel your contract in September - as long as you specifically said you wanted to end the contract. The fact that you didn't use the pac number is irrelevant - surely?

I would check through September's bill (if it's itemised) and get the exact date and time you contacted them. Call them and demand to speak to someone senior in customer services. Not sure if they record their calls....

Good luck! let us know how you get on.

Mrbnewc1

briggy

When you ring to request a PAC code you should be told that if you don't use it then your contact will continue.

A few days later you receive a letter with your PAC code on it as it is not given to you over the phone, and on this letter it states that if you don't use the PAC within 30 days your contract will continue as normal.

So you could pursue it and if you get someone particularly generous you may get some goodwill, however they are well within their rights not to.