Orange/EE overcharging

Nathan3699

Hi MSE,

I Have been with Orange/EE for a few months now, I took out an iPhone 5 contract shortly after its release. Normally I just stick the bills in a draw and think nothing of them but for some reason I opened my latest bill and noticed something rather odd. They have been charging me randomly (Not always) for inclusive usage. Now its not very much, no more than £1-2 a month but its the principle.

My contract is unlimited mins/texts & 3GB Data

On my latest bill I was charged for:

A photo message @ £0.25 this was actually a text message, no photo attached.

Incoming call from Russia which lasted for 0:00 seconds on @ £0.25

Incoming call from UK mobile number lasted for 1:24 @ £0.33

A photo message @ £0.25 again was actually a text message with no attachments.

I went into my local orange store to show them the mistakes, along with my phone to show the call/text log. They advised me to speak to customer services. I spoke to an advisor tonight who stated there system does NOT make mistakes and she would unable to refund any usage. I asked to make a complaint and was told to write into orange.

Im wondering if anybody has had any similar problems and if so how you got it resolved. I know it might seem petty but over 24 months it adds up.

AMG762

Only time ive noticed charges for incoming calls is when abroad and roaming or have a call divert function active

Jon_01

Can't help with the calls, but the texts could due to some handsets converting any message that would be over 3 texts (ie more than 3x140 characters) into an MMS.
There's a setting in messages to switch it off or you can use another texting app...

Nathan3699

Thanks for the fast replys.

I have checked the above, both messages were less than 50 characters, and the call in question was definatly in the UK & Call divert is switched off. No idea where this call from russia has appeared from.

sniggings

is your phone jail broke? only thing I can think of is an app dailing in/out?

Korkyb

I had a similar thing with T-Mobile with my daughters mobile.

She had a couple of charges for picture messages.

The texts were ones that she had recieved from a friend & then forwarded by her to someone else and it appeared that they had "emoticons" in them which were classed as pictures.

The charge was refunded but not sure it always would be - daughter now avoids forwarding texts just in case.

luciferian

I have also been overcharged by EE. I joined them early this year. I took a plan that charges me £41 a month. On my first bill they charged me £85 extra for something I never requested or used. They call this charge something like Memorable Number - Gold. They promised me that it will be fixed. I do not believe them so easily. Things were more clear and honest when I was with them when they were T-Mobile. Not only that, they promised me that a SIM card that would enable my phone to use their 4G network would arrive within 2 days. It never happened like that. It took 12 days. It would have taken more if it was not because I called them. I had to wait 47 minutes on hold so they could sort that out for me. If anyone is reading this, please do not use EE.

tibbers

I have made a thread below somewhere on Orange/EE charges. I have been a member with them since 2009, and I was the same as you, just chucked the invoice in a drawer and forgot about them, money went out by direct debit.So never really checked. This time though, it was a text message that alerted me to change my plan, so out of pure nosiness, I checked my plan online and it was different to what was written on paper!. I rang them yesterday, they looked into it, and actually signed onto my account online and saw my plan was inclusive of internet and yet I was being charged. They have asked the invoice department to recalculate my invoices, and they are getting back to me on Monday or Tuesday. The quandry im left with is this, if they refund me any money at all, will it be for 18 months, as that is my contract length, or should I go for since 2009???? I don't know how long it has been different on the internet, and at a guess, nor do they!
Anyway, I would phone them again, and really push them, I had to fight, and in the end, I asked her to go and find someone who could find out what was going on!
Dont let them fob you of! Good Luck!!

oopsadaisydoddle

tibbers wrote: »

I have made a thread below somewhere on Orange/EE charges. I have been a member with them since 2009, and I was the same as you, just chucked the invoice in a drawer and forgot about them, money went out by direct debit.So never really checked. This time though, it was a text message that alerted me to change my plan, so out of pure nosiness, I checked my plan online and it was different to what was written on paper!. I rang them yesterday, they looked into it, and actually signed onto my account online and saw my plan was inclusive of internet and yet I was being charged. They have asked the invoice department to recalculate my invoices, and they are getting back to me on Monday or Tuesday. The quandry im left with is this, if they refund me any money at all, will it be for 18 months, as that is my contract length, or should I go for since 2009???? I don't know how long it has been different on the internet, and at a guess, nor do they!
Anyway, I would phone them again, and really push them, I had to fight, and in the end, I asked her to go and find someone who could find out what was going on!
Dont let them fob you of! Good Luck!!

They may only refund you for a few months because they
may say it is your responsibility to check the bills for errors and alert them sooner.

Nathan3699

tibbers wrote: »

I have made a thread below somewhere on Orange/EE charges. I have been a member with them since 2009, and I was the same as you, just chucked the invoice in a drawer and forgot about them, money went out by direct debit.So never really checked. This time though, it was a text message that alerted me to change my plan, so out of pure nosiness, I checked my plan online and it was different to what was written on paper!. I rang them yesterday, they looked into it, and actually signed onto my account online and saw my plan was inclusive of internet and yet I was being charged. They have asked the invoice department to recalculate my invoices, and they are getting back to me on Monday or Tuesday. The quandry im left with is this, if they refund me any money at all, will it be for 18 months, as that is my contract length, or should I go for since 2009???? I don't know how long it has been different on the internet, and at a guess, nor do they!
Anyway, I would phone them again, and really push them, I had to fight, and in the end, I asked her to go and find someone who could find out what was going on!
Dont let them fob you of! Good Luck!!

Got an email responce myself today, very similar they have agreed to look at my bills, and refund any "overpayment" ill keep you updated. Looking at my latest useage online, ive been charged for 27 picture messages this month @ £0.25 each. seems to be an issue with 1 of my friends who is also on orange???

macman

If you can't be bothered to check your bills each month, why does the extra cost of £1.08 now concern you so much?
But the incoming calls should not be chargeable at all, assuming that you were not roaming at the time.