Being screwed by Orange, where do i stand?

MarkRansom

Hi, We went to egypt in may used our mobile very very little few texts, turned it on a few times too check msgs an was mostly turned off.

We have recived a bill at the end of the month for £173 which they then refunded when we questioned it, and they have gave us all of it back, the guy on the phone at Orange said we would get it all back because it was a fault at there end.

now they have taken the full amount again 1month later, and are now saying we are not entitled too anything,

how can they do this? and without any warning, and especially when they have said it was there error, and refunded it all too us,

please help this is a huge amount of cash too us is there anything we can do

NFH

You haven't told us what the charges were for or what type of phone you were using. With so little information, it's hard for anyone to give you any advice. Remember that Orange charges £8000/GB for data roaming outside the EEA, for example.

Jon_01

Also the billing info from the network you were using in Egypt doesn't come through in real time and can lag by weeks/months depending on the network.
They might have refunded you and then had the billing info later so they billed you again?

As NFH says about, you need to supply more info on what you're being changed for??

MarkRansom

i was using my blackberry. the charges are for roaming but when i spoke to them the first time they said that i was entitled to a full refund, i just needed to fill in a indemnity form at the bank and they will send a request to orange for them to look at and if i am intitled to it, it will be refunded into my account i did this and they agreed that i was entitled to it and it was refunded into my account the following day. when my next bill cam they had taken the full amount out again that i was refunded and added anothe £9 to it. i contacted them straight away and they said that i should have only got £30 back so carried the outstanding amount over to my next bill. i explained that it was agreed that i got the full amount of £173 and they said i was only refunded £30 when i said i could prove that i was refunded the whole £173 they then back tracked and said they had changed thier mind. they can not do this and just take it off me with out contacting me first. apparently the man that agreed the full refund will ring me back within the next week but if he agrees that he issued the full refund he will lose his job.

NFH

We've already understood that you were roaming, but you still haven't told us what the charges were for. Outgoing calls, incoming calls, SMS, data, bundle charges? And why do you believe that you didn't incur the charges? You're not telling us much.

chanz4

You would get a full refund on an indemnity as you did it at your bank under the dd guarantee

drbesty

He obviously used the services otherwise he wouldnt have been billed for them, I don't see what the arguement is

BuntyB

Hope this isn't a case of Orange being screwed by another customer who didn't check out the roaming rates before travelling!