Orange/EE overcharging

Nathan3699

macman wrote: »

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.

Over the next 24 months it adds up! and your right it should not be chargeable but orange think otherwise.

macman

Then ask them how incoming calls can be chargeable?
You need to talk to someone beyond the level 1 script-readers.

gildius

i just got my orange phone bill and it was WAY more than expected. I seem to have fallen for the 'long messages = photo message' thing, so I get charged for them.

markdavey

gildius wrote: »

i just got my orange phone bill and it was WAY more than expected. I seem to have fallen for the 'long messages = photo message' thing, so I get charged for them.

Depending on your phone and messaging app, you can configure it NOT to convert a large SMS to an MMS.

sokol3k

Ok i have been overcharged by EE. I have never seen a bill of 240£ !! for a month until today.

I checked my bill info in my account and I have noticed that I have been charged for data usage within UK. 150 £ for using mobile data! My plan covers 800mb of data and I have never downloaded over 3g because I use wifi at home all the time! I use 300 mb on average per month!!

I contacted customer service today, but its too late. I will contact them tomorrow and let you know what happened.

btw. please can you let me know what I should do to win this.

Getoffmycloud

sokol3k wrote: »

Ok i have been overcharged by EE. I have never seen a bill of 240£ !! for a month until today.

I checked my bill info in my account and I have noticed that I have been charged for data usage within UK. 150 £ for using mobile data! My plan covers 800mb of data and I have never downloaded over 3g because I use wifi at home all the time! I use 300 mb on average per month!!

I contacted customer service today, but its too late. I will contact them tomorrow and let you know what happened.

btw. please can you let me know what I should do to win this.

Similar thing happened to me. I had a bill from Orange for £313 for data charges. I would advise that you ask for a complete breakdown of the data used. I did this and when they sent it to me it said I was downloading things in the middle of the night. When I queried this, they told me "it wasn't completely accurate". How can they keep information that isn't accurate and worse than that charge you for it? I argued the point with them as I had never even come close to my allowance before and I got £105 refunded, then argued a bit more and got another £80 refunded. Then they wouldn't budge, they wouldn't look into it for me, I felt like I was at a dead end. I had been emailing the executives office as customer services were not help whatsoever, but following advice on here I emailed the CEO and a few directors. I also sent an email to the executives office saying I had written to the data protection unit asking for a complete breakdown so I knew exactly what the data had been used on. I also looked on the Internet and found the T&C's for my contract (I'm a business customer) and found that they had over charged me for the data anyway...... I put that in the email and after that they emailed back almost straight away saying all the charges had been refunded! I don't know what made them they change their minds and it was hard work, but do continue to fight it. There are a lot of people who have been overcharged for data so they obviously know it is a problem.


I would also advise you download an app to keep track of how much data your using. Yourorange for starters, but I also use Dataman.


Hope that helps and good luck!

shane002

Hi MSE, I Have been with Orange/EE for a few months now, I took out an iPhone 5 contract shortly after its release.

sokol3k

Getoffmycloud wrote: »

Similar thing happened to me. I had a bill from Orange for £313 for data charges. I would advise that you ask for a complete breakdown of the data used. I did this and when they sent it to me it said I was downloading things in the middle of the night. When I queried this, they told me "it wasn't completely accurate". How can they keep information that isn't accurate and worse than that charge you for it? I argued the point with them as I had never even come close to my allowance before and I got £105 refunded, then argued a bit more and got another £80 refunded. Then they wouldn't budge, they wouldn't look into it for me, I felt like I was at a dead end. I had been emailing the executives office as customer services were not help whatsoever, but following advice on here I emailed the CEO and a few directors. I also sent an email to the executives office saying I had written to the data protection unit asking for a complete breakdown so I knew exactly what the data had been used on. I also looked on the Internet and found the T&C's for my contract (I'm a business customer) and found that they had over charged me for the data anyway...... I put that in the email and after that they emailed back almost straight away saying all the charges had been refunded! I don't know what made them they change their minds and it was hard work, but do continue to fight it. There are a lot of people who have been overcharged for data so they obviously know it is a problem.


I would also advise you download an app to keep track of how much data your using. Yourorange for starters, but I also use Dataman.


Hope that helps and good luck!

I have just gave them a call, and explained that my account has been manipulated because i have enormous bill. When i asked a lady to breakdown this data, she was unable to do it so. She said only the are few days i have used more then 50mb and there were only two days out of 30. I asked her to look at my bills and i have never been charged for data. I also use ipad monthly plan orange, so i explained that this does not makes any sense. How on earth suddenly my bill is 238£ . So i went to iphone options - general - usage - cellular data usage. 4 of October was last reset date, and i had 1.8gb used over 2.5 half month. Which most of them i used on october because i was on holiday and i used roaming data which i paid additionally to my bill 12 pounds. ( i am business customer )

So that lady have noticed that something is wrong, in the system and offered me to pay 20 %of this amount, which is 27 £. I said i dont even want to pay this because i know how much i use data and when. My iphone is always wifi when i am at home, i turn off 3g many times to increase battery level. Where all this came from?

So i canceled my dd with orange and she offered me to pay much less this time, and they will credit 100 pounds back to my account within a month. Etc

But this is not end of this story i will be investigating more.. Ad let you know how this will end up...

simax

Nathan3699 wrote: »

On my latest bill I was charged for:

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

You probably sent this as an MMS without noticing. If you write a new text message from scratch and write in the "Subject" field on the top line, you'll actually send the message as an MMS. (As indicated by the header changing at the top to New MMS instead of New Message). The network won't have mistaken that. You can turn the Subject header off in the message settings menu.

The Russia thing they are aware of and customers will be credited back automatically. (Ask the agent to check the CABI board if you wish to clarify)

molerat

With many phones replying to a picture message automatically sends that reply as a "picture message" even though the reply may be very short and only text, found that one out the hard way.