Unable to unsubscribe from an Orange "game subscription" i never signed up for.

MarkWilliam1

Hi All,

I'd be most appreciative for some advice on the following:

We have a business account with Orange. 14 phones in total.

Upon checking the bills recently, i noticed that for two of the handsets, we have been charged £2.50 for "game subscriptions" for the last 5 months.

The users are adamant they have never (knowingly) signed up to any game subscriptions. I believe them. The phones are for work use only. One of the guys is in his 50s and barely knows how to send a text, let alone sign up to play games!

I contacted Orange who established that the subscriptions were with a company called GameLoft. Orange said they are unable to reverse the subscriptions and are unable to credit us for the previous 5 months subscriptions.

Orange ended our lengthy conversation by telling me that I need to contact GameLoft to cancel the subscription.

I argued that we pay our bills to Orange - they've charged us the fees so why should i be chasing up GameLoft?! Our contract is with Orange, not GameLoft.

I feel i've hit a brick wall, and am hoping someone can assure me it's Orange who should investigate this whole thing, not me?

macman

The users may not have, but someone else in their household may well have-are the phones SIM-locked with a PIN?
You won't get a credit for previous month's subscriptions if you failed to notice the surcharge.

grumbler

Orange are known to fob the customers off despite (because of?) receiving about 50% of the collected money. They can check their records and see if you have ever subscribed to this 'service'.

However, complaining to the company in question and demanding a full refund is a right thing to do. If they refuse, complain to http://www.phonepayplus.org.uk/For-the-Public.aspx

grumbler

macman wrote: »

...You won't get a credit for previous month's subscriptions if you failed to notice the surcharge.

As was said many times here, this is incorrect.

macman

Not if the service was legitimately signed up to by the user or someone else with access to the phone though.

grumbler

"If it was set up legitimately" and "if you failed to notice the surcharge" are absolutely different things.