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Orange still debiting account for 2 contracts closed over a year ago - can I reclaim?
Comments
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It would be normal practice to cancel the DD's after the final bill though. These must still be in place.
Yes, obviously; hindsight is a wonderful thing. We should have cancelled them at the time, but we have been somewhat pre-occupied with other issues (the whole situation was one big financial mess that me and my brother have been trying to unravel for our mother).
It still doesn't excuse Orange from not doing what was agreed, they are the ones still presenting her bank with a monthly bill. A bill that they stopped sending to us when we requested the closing of the accounts. You can see why we assumed it was finished with.0 -
Finally got through to Orange. Their email doesn't work, customer support phoneline is useless and Twitter is frustrating, what did work was:
http: //live.fborange.muk.pokedev.net/orangeHelpersForm/
Unfortunately for my mum, Orange kept no record when we asked about sending them the power of attorney last year. They also made no record when receiving the POA, or when returning it to us. Finally, they made no record of us then requesting the accounts be closed. And then carried on charging us. All very convenient for them.
They'll reimburse 3 months line rental but keep the rest (about 15 x £35). It's our fault I suppose for taking them at their word when they said they would do something.
If anybody else goes through something like this, make sure you keep a record of all conversations held and make sure notes are made on your accounts.0 -
Orange cannot legally take money off a dead person.
His contract ended when he died, and therefore all amounts debited since his death should legally be returned.
The executor (you?) should just claim the money back. You just need the death certificate.
Use the relevant disputes procedure if Orange refuse or else the small claims court (not sure about exact process for reclaiming money debited but not owed).
If the executor can use the Direct Debit Guarantee - check with bank - I don't know if it extends to executors, this would be an even easier route.0 -
Orange cannot legally take money off a dead person.
His contract ended when he died, and therefore all amounts debited since his death should legally be returned.
The executor (you?) should just claim the money back. You just need the death certificate.
Use the relevant disputes procedure if Orange refuse or else the small claims court (not sure about exact process for reclaiming money debited but not owed).
If the executor can use the Direct Debit Guarantee - check with bank - I don't know if it extends to executors, this would be an even easier route.
Orange are having none of it. We shouldn't have trusted them to do what we asked.
When you say 'the relevant disputes procedures', what do you mean? A procedure that Orange provide, or something else e.g. Ofcom etc.?
I am one of the executors, as is my mum, whose account has been debited, so she can request anything for the bank account in question. What is the Direct Debit Guarantee, or which bit of it, that you are referring to?
Thanks for the suggestions.0 -
Complaints code of practice
Direct Debit - your customers rightsIf an error is made in the payment of your Direct Debit, by ... your organisation..., you are entitled to a full and immediate refund of the amount paid from your bank or building society.0
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