Problems with orange contract

babiebeany

My son is currently working in Thailand and heres a bullet list of our problems:

August phoned to suspend contract
Oct rbs DD bank charges as orange took out payment
Phoned orange - contract not suspended - so arranged it again - they sent letter to confirm this time
Nov rbs DD bank charges as they took out over £100
Phoned orange - contract not suspended, £100+ was for 2 missed payments plus charges, again arranged suspension, they have no record of these 2 payments being taken

Sons bank statement clearly shows these payments were taken.

Orange have given him an 0870 number and said they have no access to email (really a telecommunications co with no email access) and he has to fax all the info across to them

They are so unhelpful, I can fax the info across to them, but how come they dont have a record of these payments?

Any advice welcomed, as son cannot do anything else now from Thailand and it is left to me

grumbler

babiebeany wrote: »

My son is currently working in Thailand and heres a bullet list of our problems:

August phoned to suspend contract
Oct rbs DD bank charges as orange took out payment
Phoned orange - contract not suspended - so arranged it again - they sent letter to confirm this time

What does the letter say? Suspension (break) is not something that networks easily agree to do. Routinely they do suspend accounts if payment are missed, but this means just blocking outgoing calls and text while the payments have to be continued.

Nov rbs DD bank charges as they took out over £100
Phoned orange - contract not suspended, £100+ was for 2 missed payments plus charges, again arranged suspension, they have no record of these 2 payments being taken

Sons bank statement clearly shows these payments were taken.

Orange have given him an 0870 number and said they have no access to email (really a telecommunications co with no email access) and he has to fax all the info across to them

What department? November just started. It probably takes some time for payments to get processed and credited.

lufcgirl

Grumbler - I'm guessing it's a temporary disconnection service that Orange offer for a maximum of six months.

And it sounds like Payment Processing they were asked to fax, as they deal with all the missing payments.

grumbler

Do they really "offer" this? I remember many people (excluding Army personnel abroad) wanted to get such break, but failed.

If the account is really 'temporarily disconnected' then calling 150 is not an option, but 07973 100 150 can be chaper than 0870 if using inclusive minutes from other contract. Also, there are many alternative numbers listed at http://www.saynoto0870.com/companysearch.php

lufcgirl

Yes they do definitely offer them. Orange I'm sure were the only company highlighted on Watchdog as being able to do this for someone who wants to suspend their contract.

babiebeany

Hi sorry for any confusion, I wasnt looking for contact numbers, son is in Thailand so I am trying to sort out the problem. Obviously orange wont speak to me so there is no point me ringing them.

The contract has been temporarily suspended for 6 months orshould have been but this is the third time now and they dont seem to be able to do it, even tho the 2nd time they sent a letter to confirm.

they want proof of payment by fax which was the problem but I have sent it to them now. the payments were made in the the middle of october and for this 100+ direct debit they have taken, there was no warning. His last bill was £10 in credit for the end of october so they do know really that he has paid otherwise his bill would have included those other payments wouldnt it.

just cant understand how they can take the money without notification. If they had let him know then he could have phone them before they took the money.

grumbler

babiebeany wrote: »

Obviously orange wont speak to me so there is no point me ringing them.

He could have added you to the account (and still can) so that you would be able to sort all the problems out. IIRC, it's just a name of the person and the password that he has add to the account.

Buzby

They can take the monet because your son agreed to it (it is within the DD terms of reference - any amount, at any time). They have no need to ask every time they do it, but it will usually show up as a credit in a bill. I sympathise with the issue, but do remember he needs to check his credit file to see what Orange has done (so far) as if it needs fixing, this is better done sooner than later.