Orange problems

recovering_spendaholic

After reading about a deal on this site for an iphone with Orange, my daughter rang them up and asked if it was still available. The deal was half price basic contract price for the first 6 months and then 18 months at the full contract price of £42 for an iphone 4s 16gb. I am not sure of the tarriff but it was about 600 minutes and unlimited texts.

Anyway her first bill was taken out by DD and they charged her £90 - a small amount was call charges but about £85 was for her contract - they said that they did not know anything about a half price offer and when she argued with them they finally agreed (since she had a letter stating it) that they had made a mistake. They said they had no facility to re-credit her but would not charge her until the extra amount had been used up.

The next month they charged her £42 and she rang and argued again and got the same spiel and a promise, which they said they would follow up in writing, not to charge her until all was balanced.

Today they have taken £42 AGAIN!

Could she go into the Orange shop with all her documents and the phone and tell them to stuff it and then cancel the direct debit?

grumbler

Don't cancel the DD. Phone the bank and ask for a refund under the DD guarantee instead. And continue complaining to Orange, preferably by a e-mail or in writing. If you phone them demand the phone to be escalated to a higher level as the lowest level have already failed you several times.

And they lie that they have no facility to re-credit. They have it, just don't want to.

reehsetin

the store can only put you through to customer services there's very little that they can do