orange massive overcharge

bettyb33

While on holiday abroad my phone was without explanation or warning, cut off. All attempts to contact Orange were unsuccessful - 'not accepting calls on this number' (their help line!), 'cannot accept emails at this time' (their complaints address). On return home i managed to phone and was told I had run up bill of over £1900 and I 'must have been surfing the net' (which I wasn't). I asked for proof and was told they weren't allowed to give it to me over the phone and they said they would send written details of my alleged data downloads. They haven't. I was also told to cancel my direct debit so the amount could not be taken, but to pay the normal rental, which I immediately did. They also told me my phone would be restored within 24 hours - two weeks later I still have no service, and have now been told I will have no service until I pay the bill. Needless to say I will not be renewing my contract, but how can I get out of this situation when they won't answer emails and there is no other kind of address given that I can write to?

custardy

bettyb33 wrote: »

While on holiday abroad my phone was without explanation or warning, cut off. All attempts to contact Orange were unsuccessful - 'not accepting calls on this number' (their help line!), 'cannot accept emails at this time' (their complaints address). On return home i managed to phone and was told I had run up bill of over £1900 and I 'must have been surfing the net' (which I wasn't). I asked for proof and was told they weren't allowed to give it to me over the phone and they said they would send written details of my alleged data downloads. They haven't. I was also told to cancel my direct debit so the amount could not be taken, but to pay the normal rental, which I immediately did. They also told me my phone would be restored within 24 hours - two weeks later I still have no service, and have now been told I will have no service until I pay the bill. Needless to say I will not be renewing my contract, but how can I get out of this situation when they won't answer emails and there is no other kind of address given that I can write to?

smartphone?
probably and Iphone?
what country?

latecomer

Its a very common "problem" on here - presumably you have a smart phone. You get charged a lot for using data abroad and unless you disabled everything on the phone that uses data then you will get billed for the data used at a very expensive rate.

bettyb33

thanks, but I want proof in writing first, and want to know how I can get this out of them when they never answer emails. what would use data other than downloading directly from internet?

DUTR

bettyb33 wrote: »

thanks, but I want proof in writing first, and want to know how I can get this out of them when they never answer emails. what would use data other than downloading directly from internet?

Your weather app, your facebook etc etc

latecomer

also GPS etc i.e. lots of things.

custardy

bettyb33 wrote: »

thanks, but I want proof in writing first, and want to know how I can get this out of them when they never answer emails. what would use data other than downloading directly from internet?

you havent answered my questions

marleyboy

You would be surprised just what insignificant apps download data. The weather app can download every half hour. Facebook app will continue to update itself whilst running in the backgroud and then the ultimate map downloads for a GPS app, particularly if the phone is in an area it has not been before, it will happily download all the map data for your surrounding area.

As for your question, get a Payg phone and dont do anything regarding your phone supplier, you have asked for proof, I guarantee they will get back to you if you do nothing. Then you can inform them you will do nothing more until they send you the evidence you require, of which they will jump through hoops to ensure you have it.

Tony5101

What phone - where were you?

grumbler

latecomer wrote: »

also GPS etc i.e. lots of things.

GPS uses satellite signal, not mobile data.

Some applications, like google maps or google navigation, use both GPS signal and mobile data,

marleyboy

grumbler wrote: »

GPS uses satellite signal, not mobile data.

Some applications, like google maps or google navigation, use both GPS signal and mobile data,

Although GPS does use satellites for its location. All maps are downloaded as data onto the GPS device.