Problems with getting refund from Orange

helenisnotlucky

Hi there
I ordered an iphone 5 with Orange a few weeks ago, and paid £50 which I would get back after 4 months. Anyway, after finding out the phone was going to take up to 30 days to arrive I bought an iphone 5 outright and stayed with O2. I cancelled my order with orange and was told the refund was processed on the 14th of October. I was told it would take 7-10 working days to go back into my bank. Day ten, still no money so I called again and was then told 14 working days. Called them back on the 29th, asked them to make sure my refund had definitely been processed, I was told it had been processed on the 14th of October and the money would be back in my account by the end of October. Called them yesterday31st of oCTOBER, to then be told my refund had been processed on the 29th of October!!!!??? And was told it would take another 7-10 days for my money to go back into my account. I spoke to a supervisor who took my mobile number and said they would send out a seperate compensation cheque for £10 and would send me a confirmation text as soon as we came off the phone. Well I haven't received any texts at all.

Has anyone else had similar problems? Also has anyone got any advice on what I do now? I'm planning on calling them back tomorrow but this is costing me a fortune calling them. Surely this cannot be right?

Thanks in advance

grumbler

You should have realised now that the front-line telephone CS routinely lie as their main job is to hold the line and to fob the customers off, especially now when Orange are in mess because of EE.
Stop calling them and complain in writing according to their complaints procedure.

If to no avail, send them a letter before action giving them, say, 10 days for the full refund and a compensation for your wasted time to be in your bank account. Don't be shy with regard to the amount of the compensation. Then submit a claim to the small claims court (online).

helenisnotlucky

grumbler wrote: »

You should have realised now that the front-line telephone CS routinely lie as their main job is to hold the line and to fob the customers off, especially now when Orange are in mess because of EE.
Stop calling them and complain in writing according to their complaints procedure.

If to no avail, send them a letter before action giving them, say, 10 days for the full refund and a compensation for your wasted time to be in your bank account. Don't be shy with regard to the amount of the compensation. Then submit a claim to the small claims court (online).

Right thanks for the advice. I shall do that tomorrow. How silly of me not to realise this :silenced::doh:

helenisnotlucky

Letter sent today. Fingers crossed this gets sorted quickly. Thanks for the one person who gave me advice

tang

Hello, I am also experiencing the same situation. I paid £109.99 for the iphone5 and returned it before the 14day trial period, they promised a refund after 28 days but they never refunded me. I kept calling and calling to no effect, they kept telling me I need to wait a bit longer, it is now 42nd day and even though I returned the iPhone they kept me on the iPhone plan and took £50.83 from my account last month and billing me £44 this month even after I had called them numerous times telling them I returned the damn phone and they confirmed they had received it. The customer services are so useless so I emailed them a compaint stage 1 following their procedure and I received an email back saying it can not be dealt with right now and asked me to call 150 instead. It is so frustrating!

Let me know how you get on.

diamonds

I'd be calling your card issuer to reverse the transaction as no product was dispatched/cancellation. Explain in full to them.