what to do?????

lawabidingcitezen

i recently took a contract over from a friend (cause he couldn't afford to pay it) and had been fine for two months when all of a sudden the phone got barred, so i rang up orange customer services to see what was going on, i got told that there was something wrong with my address and that fraud team are involved so i need to send proof of my address which i did later that day. so the day after i rang orange back to see if they had received the proof and they confirmed that they had received the proof and that the contract would be back on within 24/48 hours. 48 hours pasted and the contract still wasn't on so i rang them back and they said that they hadn't received the proof (after i had already had been told that they had) so they then asked me to fax the proof again which i did, i rang up like normal the day after to see if they had received it for the second time and they said they had so i asked them why they needed proof of the address and they said that a orange team member had spelt the address wrong they then said again that the contract would be on in 24 hours so fair do's and yet again they failed to put it back on. this went on for about a week, i rang back to ask them what they was playing at and they put me through to the people that deal with putting the contracts back on they said that the account had been terminated but they have been sent all the documents and that it will defiantly be back on withing 3 to 8 hours so i explained that i had, had enough of them passing me from pillar to post and they reassured me that it will defiantly be on, but what do you know the same thing happened again and it still wasn't on so like a fool i rang up once again and wasted more money to hear them say that the contract isnt being put back on until they have recived the details and there is no given date for that to happen!!!!



so i was wondering if anyone has been in the situation and could give me any advice as in what to do? it is there own mistake why they had terminated the contract, but i have looked through the terms and conditions and nowhere that i could see does it state they they are allowed to terminate it.. cause terminating the contract is basically canceling it from what i have heard? can anybody help??????

grumbler

lawabidingcitezen wrote: »

i recently took a contract over from a friend

What does this mean? Was it just an agreement between you and your friend or the contract was officially transferred by Orange?

lawabidingcitezen

grumbler wrote: »

What does this mean? Was it just an agreement between you and your friend or the contract was officially transferred by Orange?

yes me and my friend agreed the contract would be transferred into my details so we rang up orange and got all that sorted they were happy to change it over

grumbler

Well, they can terminate the contract under certain conditions that they explicitly list in their T&C. I think you wouldn't mind them doing this if they had not barred the handset and you could keep it.
Obviously, they have no rights to bar the handset that you own legally.
I see three possible ways:

• Official complaints procedure - slow and inefficient
• complaining to CEO (see below)
• Send them a letter before action. Give them, say, a week to get the handset unblocked (and unlocked if it is locked to Orange) and to send you a written confirmation that the contract is cancelled. If they don't do this submit a claim to the small claims court (online) for the market value of the handset that became useless as a result of their incompetence.

tina6587 wrote: »

Just an update.

I emailed Olaf Swantee the CEO of Orange. (Got his email from a website with CEO email addresses).

Sent at 2220hrs 5 Jan and got a call from the Board of Directors PA at 1200hrs 6 Jan. ...

So a very good result.

lawabidingcitezen

Under certain conditions yhh but it was there fault that all that has happened cause if they had of spelt the address right i wouldnt be in this mess

Jon_01

This is the new wonderful Orange farud system...

It used to be, if the customer sent what was requested, the acc would be unbarred in 24 hours max. After the EE merger they moved the fraud dept (and 'let go' all the old staff) and now it's a total joke. I understand that it take 3 to 5 working days for them to even look at the fax you send it now!

There's no way the acc should have been terminated that soon after a bar.

I'd also take with a pinch of salt that the CS agent you spoke to talked with the fraud dept. The front line agents now have no way to talk to them, the only way they can communicate with the fraud dept now is by email, there is no number they can be reached on.

I'd suggest getting on to the Exec office, they CAN talk to the fraud dept and get it sorted for you.

Orange Executive Office
St James Court
Bristol
BS32 4QJ

Email: executive.office@orange.co.uk

Emailing the CEO will only result in the email being passed to Exec so you might as well start there and save a step. . .

lawabidingcitezen

Jon_01 wrote: »

This is the new wonderful Orange farud system...

It used to be, if the customer sent what was requested, the acc would be unbarred in 24 hours max. After the EE merger they moved the fraud dept (and 'let go' all the old staff) and now it's a total joke. I understand that it take 3 to 5 working days for them to even look at the fax you send it now!

There's no way the acc should have been terminated that soon after a bar.

I'd also take with a pinch of salt that the CS agent you spoke to talked with the fraud dept. The front line agents now have no way to talk to them, the only way they can communicate with the fraud dept now is by email, there is no number they can be reached on.

I'd suggest getting on to the Exec office, they CAN talk to the fraud dept and get it sorted for you.

Orange Executive Office
St James Court
Bristol
BS32 4QJ

Email: executive.office@orange.co.uk

Emailing the CEO will only result in the email being passed to Exec so you might as well start there and save a step. . .

They have already spoke to the fraud team and said it would be back on within 3 to 8 hours that was yester day and its still not on there is nothing i can do over the weekend as apprently they are bloody !!!!!! and to top it off the people on the customer services was from india not uk so they have only got what they read on a bloody p.c screen

Jon_01

I can only repeat, CS have no way to talk to fraud. There is no phone number that frontline CS can use that will get through to them, it's email only with a 24 to 48 hour turnround.

Fraud only have a skeleton staff in over the weekend (another wonderful idea from management) and the staff are running internal alert systems and working the results. so no, you won't get any response out of them on any channel until Monday now. Even if you raise hell with CS and get through to a manager they don't have the power to overturn a fraud bar/disconnect.

I'd still suggest emailing Exec (calmly and clearly) and see if they can sort it out on Monday for you, they're usually very good.