Help with orange

ifigureditout

Ok where to start. since day one i have had problems. i started an 18month contract with orange and not a month has gone by without a different problem.

firstly my phone was faulty, they tried to fix it, did not work after that. still took about a month to get a new phone dispite been in warranty and insured.

then i finally got my new phone, same problem, does not work. have said this again, still nothing done about it 2 months later and still ongoing now.

they also forget to mention that delivery reports are charged at 1p. i didnt even realise i had them on my phone to be honest. so on a plan with 2500 free texts i feel they could have mentioned this. i realise they dont have to but its just pbad customer service.

then the BIG problem, i rang up and wanted to change my £5.00 a month option for 4mb of data to one with a bit more. i was offered a great alternative. free data use after 7pm and at weekends for £5 a month. great i thought. i took that. "ok sir that will be activated within 24 hours" a month later and a rather fat looking envolope from orange on my doormat. they want £418 from me!!! i immediately ring up, hold for an hour and a half and tell them, they say they cant do anything and it will go through to recalculation which could take a week, they will call me back. so i have to ring up first direct to cancel the direct debit. still no call back from orange. i keep ringing and getting told its been delt with.

they then get back to me (sorry i mean i ring them and they say its finally done) and say i have been refunded the data charges, yet i still owe them £190. well how is this i ask. i should owe 2 months rental which is £70, they say it includes the current month which is currently at £84 for the month. guess what their charging me for free data again. but even still i ask. £70 plus a wrongly charged £84 doesnt make £190. to this the rep simply could not explain why i owed it. and didnt offer and way of me finding out.

i begin to get annoyed, rite i want out of my contract, you have taken the michael. so i get through to a lovely woman asking for the £190 and a £320 fee to cancel the contract!!!

i say well i want to dispute this as i feel i have not been treated fairly to which her answer is "theres no other way, if you want out of the contract you have to pay the fee"

i tell her i want to speak to someone and complain. apparently i cant and it can only be done in writing. orange doesnt have anyone in its company that can speak to me about my complaint.

i've never experienced such bad customer service and at times out and out lying to sell me products that dont exist.

oh and another gripe. ring orange from your phone if you have a problem or want to talk to someone about your account and prepare to hold for hours. ring about joining broadband or taking out a new contract and the phone doesnt even get chance to ring!!

so basically i want to know what to do next?

i dont see why i should pay all this, surely they have already broken the contract.

i was thinking of ringing orange and asking for all my filenotes on my account to be sent to me and then getting in touch with offcom.

what do people think?

sorry for the huuuuuge post by the way.

Josh

reehsetin

write a letter of complaint to head office, see what reply you get, if its not good enough then ofcom - ive always heard/thought that ofcom require you to exhaust all company procedures before contacting them

impy78

E-mail this guy:


sanjiv.ahuja@orange.co.uk

He is the ceo.

Ms_Chocaholic

I had similar problems so wrote to Mr Ahuja at the George Street, London address. About a week later got a phone call from really nice bloke from the Executive Office and all probs sorted.

ifigureditout

ah cheers guys. will do that i think. lets hope i can get mine sorted out.

The_doomed

without being cheeky. calm down and be clear on what the problems really are. your above post does go into a bit of a rant.

as i say, not being cheeky, just trying to help.

ifigureditout

oh yeah cheers, the rant was for here only lol. will be more composed when sending the email dont worry