Orange

Scar_3

Do Orange have a complaints email address? Their website isn't very helpful. :rolleyes: Incase anyone's nosey, they decided to charge me twice for last months bill which meant I was down on my wages. Not best happy. :mad:

briggy

It is customer.services@orange-ftgroup.com, don't expect a quick answer. From my understanding because of the recent redundancies they have very high call queues and are taking people from other areas to answer them.

It probably would be best to call them if you need any action taken, but remember, be nice;) The person you speak to didn't make the mistake

Scar_3

Cheers Briggy.

I did call them up, the woman I spoke to wasn't very helpful.

C_Ronaldo

phone up again and ask to speak 2 a supervisor

briggy

I agree with C_Ronaldo, you may not be able to speak to one straight away, but you should have a call back from them within two hours.

Remember ask for the operators ext number

Have they at least put the money back in your account?

Scar_3

No they haven't briggy, but when I called up some woman was sorting out a refund I didn't ask for. Whats the point when its going straight back to them anyway?!

star1_2

Just joined orange, received my first bill. But to my surprise they were charging for service and airtime while the phone had been sitting somewhere in a DLH warehouse awaiting delivery to me !!

I called orange, and explained that I would like a credit, so the bill would be accurate to actually co-inside with when I received the phone and later activated it. No a great sum of money - but it came to around £5.

The first customer service agent was less than helpful, he kept changing his story during the call, and ended up getting rather "shirty and telling me he would'nt credit the money", I remained polite throughout the call, and eventually asked if the call was recorded? he said no, I explained "thats a pity, because he really needed to listen to the way he'd changed his mind and how he was dealing with a genuine issue", he was obviously not that experienced and just tried to end my call with him !! anyway - I asked to speak with his supervisor, after re-explaining the problem, she undertood and credited back the money and said she would be having a "chat" with her colleague.

So, as a new customer, my initial experience was poor (over charged bill, and poor customer service), but eventually good - when the supervisor rectified the issue !!

Lets see how the service continues !!

Scar_3

Glad its not just me.

Hope you get stuff sorted.

essexhoney

I hope you have better luck with getting your money back from them than i have! They did the samIe to me last November and they still havent given me my money back yet have continued to take my money every month!

I have personally found although still poor i get a better response when calling them to emailing them, however the recorded delivery letter sent to them 3 weeks ago still hasnt had a reply :mad:

i did find this which will definatly show you that you are not alone http://www.orangeproblems.co.uk/

duffer_83

my sister had some problems with orange when they said wouldn't charge her an upgrade fee and on her next bill they had. so she went into an orange shop, even though the upgrade was done over the phone and told the guy in there about and he rang through to orange for her. they had to ring her back later that day but when the next bill came through the £50 had been credited to her account. hope you manage to get yours sorted soon

Scar_3

Thanks guys.

I'm just about to leave for work now but I'll check out that website when I get back EssexHoney. Thanks for the link!