Oraneg barred me for no reason

michael_quigley

Hi everyone,

I had been with o2 for 10+ years and decided when upgrading to get the new iphone 5 to go with Orange (Everything Everywhere) to get their 4G coverage, and it was a better deal than o2!

Anyway, I got the phone through phones4u and was delivered on release date, 20th September. I ported my o2 number across immediately and all was going well, as should be!

Then on Saturday, 13/10, my phone got barred. My first bill isn't even due yet, it's all set up fine on my bank system etc so just though was a simple problem. Called Orange customer services on Saturday to then fail the security questions on my account. I was sitting looking at the contract I received with the phone with Orange branding with my CORRECT details. Yet when I gave them this over the phone they said, my date of birth, address etc did not match with my mobile number!

I had to wait until Monday for the fraud team to put a note on my account detailing what information they required. They requested the normal id items, so popped into my local Orange branch with them all, was told should be unbarred within 24hours (Tuesday)

Today I am still without any access on my phone, no calls in or out. Every time I call I either get some moron who will not go any further with the call or pass me on as I fail the security or someone who understands the situation and reads my notes first.

They all basically tell me the same, that the UK fraud team is offshore, only work mon-fri 9-5 and that their only contact with them is via email.

The problem 1 guy said is that it looks like someone has tried to add another number onto my account, funnily enough when I logged into my Orange account online their was a completely different number and the tariff was for a 24 month blackberry tariff.

I run my own business but the contract is in my personal name as was a better deal, but I have lost out on a big catering contract this week because I was un contactable!

I am fuming with Orange as they seem to be unable to quickly address the problem, looks like I will be without a phone now until at least Monday.

Has anyone ever had any problems like this with Orange or any other network. Does anyone know my rights, i'm guessing they will offer me money off my next bill for being down for a week but frankly that's not good enough. Am I able to just hand the phone back and walk away from Orange and head back to o2?

Sorry for such a long post, just feel like i'm getting nowhere with them and it's driving me loopy!

Cheers,

Michael

grumbler

Orange's fraud team is notorious for being sluggish and unhelpful. However, I don't think that this is a sufficient reason for terminating the contract without charges. Yes, demand full refund for the time you are switched off and extra for the inconvenience.

MrShazzyMan

This is f****** stupid of Orange!!! Feel like personally kicking the s*** out of Orange's a**!!!!

michael_quigley

Thanks, Just can't get over how such a large company can be so poor at customer relations.

The fact that every time I call it's a hit or a miss if the person at the other end will even speak to me about my account because I fail security.

I wish I had recorded one call as when the "manager" I was speaking to said they couldn't even look at the notes as it was in breach of data protection and would be breaking the law. I then said well the Orange employee I was speaking to an hour earlier and yesterday etc must be breaking the law, she then stated with "well yes, people within Orange are breaking the law!"

Coming direct from one of their managers, i'm sure that would go down well on watchdog haha!

michael_quigley

MrShazzyMan wrote: »

This is f****** stupid of Orange!!! Feel like personally kicking the s*** out of Orange's a**!!!!

I'm going crazy with it. I'm on my phone constantly with work, emails, facebook etc etc. They just don't get it though when I call.

Went crazy at the guy in Orange shop when handed my id into them as he said he can't do a thing as it's with the fraud team.

So basically their fraud team can't be contacted, they have my incorrect details so I'm in this f***** up circle and can't get out!!

Jon_01

This is what happens when you outsource a key dept like fraud oversea's (to save a few quid) and in the process get rid of all of the old staff.

Even the frontline CSR's can't talk to them anymore, they can only email.

Get on to the Exce office and raise hell would be my advice...

Eva49

Executive Office is worth a try and will make a change for them from the massive complaint they are handling at the moment.....they are helpful
Tel:0800 0790 134
But hurry they finish at 4.30!

michael_quigley

Sooooo,

Called ofcom and got a reference number for dealing with their exec office!

Turns out someone with the same name as me is having exact same problems, they have mixed up our accounts but not with our details, i.e. I don't have his address, he doesn't have mine. We have completely different details.

So the guy at the exec office is looking into it further for me, won't have a resolution until Monday. He goes on with though, as they have no records of me, it will be easy enough for him to give me a PUK code and let me be.

So i'm thinking, free iPhone 5 basically. I'll get a sim only deal elsewhere and port my number across.

That's the plan but i'm sure it won't pan out that way!!

Checked my credit file and there has been no searches or accounts created from anyone since getting the phone.

diamonds

Everything Everywhere ? Nothing Anywhere.....

Welcome to Orange, since India got customer services customers seem to be running into this kind of fraud alot on MSE & guess where fraud team is based....yup INDIA too !!!

chanz4

michael_quigley wrote: »

Sooooo,

Called ofcom and got a reference number for dealing with their exec office!

Turns out someone with the same name as me is having exact same problems, they have mixed up our accounts but not with our details, i.e. I don't have his address, he doesn't have mine. We have completely different details.

So the guy at the exec office is looking into it further for me, won't have a resolution until Monday. He goes on with though, as they have no records of me, it will be easy enough for him to give me a PUK code and let me be.

So i'm thinking, free iPhone 5 basically. I'll get a sim only deal elsewhere and port my number across.

That's the plan but i'm sure it won't pan out that way!!

Checked my credit file and there has been no searches or accounts created from anyone since getting the phone.

They wont let you leave for it, or keep an iphone 5 for free

grumbler

diamonds wrote: »

...since India got customer services customers seem to be running into this kind of fraud alot on MSE & guess where fraud team is based....yup INDIA too !!!

It's too early to jump to conclusions as it's absolutely unclear yet whether it really was a fraud...