Orange upgrade error

Anitarosepoppy

I recently upgraded online to a new iPhone, i have taken out a new contract for a further 18 months and had to pay a one off fee of £29.99 for the phone.
However Orange have taken £449 from my visa card and when I called to complain, I was told it was a system error and the phone price was meant to be £359! They are only happy to repay me £90 back! This has left me in a lot of financial trouble and I would not have got this phone if I knew I was to be charged this much!

Is there anything I can do? Any help would be appreciated.

Anita

sparky93

call yer bank.

grumbler

...then cancel the upgrade.

Bingolingo

Sort it out quick! You have 7 days (maybe 14 if Orange allow) to cancel everything, which is your right, under the Distance Selling Regulations.

Good luck!

grumbler

DSR don't apply to upgrades, but Orange's internal policy can be more generous. Even if it is not, they made an error and admitted it. This is a sufficient reason for cancelling.

Bingolingo

grumbler wrote: »

DSR don't apply to upgrades, but Orange's internal policy can be more generous. Even if it is not, they made an error and admitted it. This is a sufficient reason for cancelling.

I think with a new phone and (most likely) a change to the allowances (mins, data etc) the 'upgrade' is more likely construed as a new contract. I'm pretty sure the DSRs would apply.

drew__2

Oh that sounds awful. My brother too had a similar encounter with Orange and it was quite disturbing. I advised him about Three's new contract "the one plan" and he is quite content with it. He loved the cashback he availed. Why don't you cancel your phone contract if its so bothering you??

grumbler

drew_ wrote: »

... Why don't you cancel your phone contract if its so bothering you??

Because she doesn't want to part with the new shiny iPhone?

drew__2

grumbler wrote: »

Because she doesn't want to part with the new shiny iPhone?

At the risk of sounding annoying Three provides iPhone 4S on The one plan too. You can also avail £120 cashback

gjchester

Bingolingo wrote: »

I think with a new phone and (most likely) a change to the allowances (mins, data etc) the 'upgrade' is more likely construed as a new contract. I'm pretty sure the DSRs would apply.

Sorry no. It's seen as a variation of an existing contract, (ie an externsion to your minimum term), not a new contract . The network (the supplier) already has an existing relationship with the customer (you). The DSR is to protect people under a new contract not a existing one.

As Grumbler says the networks generally have better terms in place than they strictly have to and tend to allow returns on the same terms as the DSR, but it's company policy not legal rights that are in play here.