Orange Manager email address?

LisaB85

Ok so here is a complaint letter I want to send to Orange which will give you the general on the problems I am having.

I am contacting you to complain about the service I have received from you. I draw your attention to the notes on my account while I explain.

I have been an Orange customer since 2008 when I moved from a T-Mobile contract and while the service has been OK I have often found your shoddy systems a complete hindrance causing billing problems on more than one occasion. The first occurred when I wanted to cancel a bundle I had on my account, I found there was no option to do this online so I called 150 and was told it had been cancelled; however for 2 months I continued to be billed for bundle and had to call again to cancel it.

Moving on to May 10th 2012 I was aware that my bill for May would be a little higher than usual so I made an additional payment of £10 via my online account; however when the direct debit was taken from my account I noticed that the £10 additional payment had not been deducted so I called 150 and spoke to man who had a very poor grasp of the English language, this man went on about cancelling my direct debit and calling my bank to claim the money back and I was left confused about what I really should do.

I sought advice online and discovered that the payment on the 10th May would have been added to my account after my billing date which I accepted and once I checked my online account it did indeed state -£10.00 leaving me assuming the £10 additional payment had been recognised which wasn't the case. My bill for June was £49 minus my additional payment which left £39 to be paid so I left £40 in my bank account ready to be taken on 27th June.

Imagine my shock to receive a letter from my bank on 28th June informing me that you had tried to take a £49 direct debit and that I would be charged £8 for the unpaid direct debit. Again I call 150 and after a 15minute wait I got through a pleasant lady who actually listened to my problem and explained that Orange had never recognised the additional payment despite taking it from my bank and showing it on my online account.She rectified the problem and has made a deduction from my bill for July to cover the bank charge as well as refunding the additional payment.

I tried to email the complaint to their customer services only to receive this reply -

Whoops, due to issues beyond our control we are currently unable to handle your email query. If you need to contact us by calling us on 07973100150 from a landline (landline calls are charged at local rates if you're a BT customer, but if you're with another provider it may cost more so do check). You can also contact us whilst you're abroad on 07973100150, where calls are charged at international rates.

In the meantime, you can always check or manage your account online at orange.co.uk/your account

Our technical teams are working hard to restore the service to you

Which made me :mad: as at the moment I don't have a printer and it will cost me AGAIN to send it by recorded delivery.

Oh and I was told the refund would be in my account within 3-5 working days which meant by 5th July.....Guess what? No refund in my account! :mad::mad:

I am so angry as I am going to have to call Orange AGAIN which I don't really have time for so I am aiming to fire off a letter to management because there are things that really need to be said also is it worth calling the regulator?

Needless to say when my contract expires I'll be going to O2.