Orange Loyalty - now no deals?!

Guys_Dad

If I were you, I would double check with Orange what your final bill will be.

Have you, for example, completed your original contract minimum term or did you upgrade early within their early upgrade period.

Unless you have it absolutely cleared, there will still be a 30-day notice period. If you cancel your DD in an attempt to escape any final charges, they your credit record will be marked and they will, eventually, come back for payment.

Just suggesting that you cover the notice period with them - belt and braces and all that.

likelyfran

Ta, yes I gather there will be a 30 day notice period and I'm prepared to pay for a month, final charge whatever it is. Was just scared of being trapped into an unsatisfactory situation for 18/24 mnths. Been there 5/6 years ago so that would be going backwards!
Fingers crossed all will get sorted satisfactorily tomo.

diamonds

Got it, settings must be not store it, I would see what exec office offer you to stay for how you were treated, they hold more cards than retention staff & are not commission led

likelyfran

diamonds wrote: »

Got it, settings must be not store it, I would see what exec office offer you to stay for how you were treated, they hold more cards than retention staff & are not commission led

Phone refused on delivery and big long email sent as advised, fingers crossed!

likelyfran

Well that was quick. New policy? Hmm....

[FONT=&quot]"Hello,[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Thank you for your email addressed to the Orange Executive Office.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]We appreciate the time you have taken to write to us, however in order to resolve any issues you have, you would be required to contact our Customer Service team. Our Customer Service team is equipped to deal with all issues relating to Orange products and services. Should you be unhappy with the response you have the right to make a request for your complaint to be escalated to a Team Manager and then if still unresolved to the relevant Operations Manager, in the unlikely event that your issue remains unresolved the Operations Manager will contact the Executive Office for further advice or alternatively they will escalate the issue on your behalf. For details of our complaints procedure please see the Orange Code of Practice for Consumer Affairs, a copy of which can be found online using the following link.[/FONT][FONT=&quot][/FONT]
[FONT=&quot] [/FONT][FONT=&quot][/FONT]
[FONT=&quot]www.orange.co.uk/codesofpractice[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Whilst we appreciate the above is not the response you had hoped for, the Executive Office is responsible for a variety of work practices and as such is not necessarily the quickest route to resolve an issue. Please be assured that resolving any complaint or issue as quickly as possible is our primary concern. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Regards[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Orange Executive Office[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot][/FONT]"

diamonds

Remind them the CODE of conduct states emailing [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL] is within their remit as per Ofcom regulation.

http://www1.orange.co.uk/documents/about/Orange-complaints-code-20110118.pdf

Send them a copy^, with now your further complaint they know [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL] is no longer available and [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] is the only email available.

List ALL your complaints, including NOW the failure to follow the regulator & their own Orange Code of Conduct.

Include request for name of person who sent you that email back to report to Ofcom, as this person flouted Orange Code of Conduct, by refusing your complaint since the email in the document posted is no longer valid.

Also send same in the email to [EMAIL="graham.howell@ofcom.org.uk"]graham.howell@ofcom.org.uk[/EMAIL] as a complaint against Orange, mis-selling, DSR non compliance & failure to follow Complaints Code of Conduct.

likelyfran

Done. See how them like them apples.

likelyfran

"
[FONT=&quot]Hello[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Your request to escalate your complaint is acknowledged however, as the issue has not been escalated correctly via Orange Customer Service we are unable to assist. Please contact Orange on 07973 100150 (150 from your Orange mobile phone) or email [/FONT][EMAIL="correspondence@everythingeverywhere.com"][FONT=&quot]correspondence@everythingeverywhere.com[/FONT][/EMAIL][FONT=&quot] [/FONT][FONT=&quot] for contract customers or 07973 100450(450 from your Orange mobile phone) for Pay As You Go customers, whereby a member of staff will be happy to assist you and if necessary will escalate your issue to a Manager.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]Orange Executive Office[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot] "[/FONT]

likelyfran

Think I'll ring 451 (or 150 then options 4/5/1 I think he might have meant, the guy I spoke to last) later and if that's not to my satisfaction I'll forward the lot email-wise to the new address they've given, plus whatever further I need to add by then, and ask for escalation.

duk3nuk3m

I took out a 24 month contract on a Samsung Galaxy Nexus 6 months ago for £46 per month with 900 mins, unlimited texts and 1GB data. This was the cheapest tariff they could offer me with a free phone.

I called them earlier today to see if they could reduce my plan, knowing full-well that I couldn't until I was 50% of the way through the contract.

To my surprise, I was offered 200 mins, unlimited text and 750MB data @ £26 a month because I am a "loyal customer"!!!

Needless to say, I'm happy!