Orange took payment twice! Help

pandora205

My son foolishly used his phone abroad and ran up a large bill (£250) which Orange attempted to collect from his account. He didn't have enough in so this was declined. He then contacted his bank, arranged an overdraft and went into the shop to pay it, thinking this was sorted. However, he then discovered it had also been taken from his account by direct debit, thus putting him over his overdraft limit.

On contacting Orange he was told that it would be credited back to his account but it would take 5 days! My son didn't realise that this wasn't acceptable and would cost him more from the bank. He's just had a letter from the bank saying it is costing him £10 per day.

He's on the phone now to Orange who are saying sorry, 5 days is how long it will take but they can credit him £25.

If an Orange rep comes on here please contact us as this is definitely not okay.

grumbler

Call the bank.
Quote the DD guarantee.
Ask for an immediate refund of the money and for removing all charges.

That said, IMO it is not a clear-cut case as, to be honest, Orange have not done anything wrong. It was your son who made some wrong assumptions. Don't tell this to the bank.

chanz4

as above they can do an imediate indemnity at the bank, and may refund charge

Fifer

You might have to insist - stating specifically that this refund is obligatory under the Direct Debit guarantee scheme. Some banks seem reluctant to fulfil their DD guarantee scheme obligations occasionally.

pandora205

Thanks that is helpful. I'll get him to call the bank and explain.