Orange Anytime still taking payment after I've cancelled...

A few days before payment was due last month (~20th) I phoned Orange to cancel my Anytime dialup service (I've moved to MAAF BB). Initially I was told there's 30 days notice required, but the next person I was passed to said 'that's it...it's cancelled' and said 'no, the money will not be taken (that) month.' Well, it was, and it has again this month too on the 20th. Presumably, I've got to hang on the phone for another 20 minutes earning them more money in another attempt to cancel (it's still working - I just checked). I wish there was a cheaper way of stopping them taking my money. Presumably, they'll also fail to pay it back, and I'll have to phone them again after that? :angry:

Comments

  • Froglet
    Froglet Posts: 2,798 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    That is quite worrying.I intend to do exactly the same as you shortly,i have even chosen the same company for my broadband!!

    Probably like you also,i have not chosen to stay with Orange after all the poor write ups there are for their broadband.Perhaps they are punishing us for that? I will watch to see what happens,do please let me know how you get on.Maybe you could get onto your credit card company and ask for help,mine(MBNA) have been most helpful in the past if i have a problem,and best of all,theirs is a freephone number .
  • Quasar
    Quasar Posts: 121,720 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    I believe that you can cancel a direct debit yourselves. Ring your bank and check because as their customer, the bank should act on your instructions.
    Be careful who you open up to. Today it's ears, tomorrow it's mouth.
  • Hotsocks2
    Hotsocks2 Posts: 44 Forumite
    It's not actually a direct debit, I don't think. It's listed as a 'card purchase' on my statement. Don't know if they will stop it selectively like that. And I want this month's payment back.

    According to their site, if you stop payments, they won't close the account and you'll still accrue charges. Other people with the same problem on the net. They've even been known to start taking money again a couple of months after you've managed to close it. Will have to write to them -on actual paper - although this doesn't necessarily work either, apparently.
  • Quasar
    Quasar Posts: 121,720 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Hotsocks2 wrote: »
    It's not actually a direct debit, I don't think. It's listed as a 'card purchase' on my statement. Don't know if they will stop it selectively like that. And I want this month's payment back.

    According to their site, if you stop payments, they won't close the account and you'll still accrue charges. Other people with the same problem on the net. They've even been known to start taking money again a couple of months after you've managed to close it. Will have to write to them -on actual paper - although this doesn't necessarily work either, apparently.

    No way. You have cancelled, so you are within your rights to stop them taking money they are not entitled to. Speak to whoever is paying on your behalf - the credit card company or whatever - the money must be coming from somewhere. Explain the situation and they will be able to advise you.
    Be careful who you open up to. Today it's ears, tomorrow it's mouth.
  • Hotsocks2
    Hotsocks2 Posts: 44 Forumite
    I realize they're not entitled to do that, but in practice it doesn't stop them giving your details out to a debt recovery organization (something they mention in terms&conditions).

    Anyway, I sent them another email, saying this is an instruction to close the account and if they don't repay, I'll take legal action. No reply or acknowledgment, which they usually do, so looks like they're pretending not to have received that. They do say, they won't deal with bill enquiries by email because they have to speak to you, but their next sentence is that you can write to them about it!

    I phoned them again and talked to 2 rational sounding English Northerners, who said the record showed I'd cancelled but looks like nothing was done. Customer care man, said terribly sorry, but he's now closed it, and I'll get payment back at next date that payment would be due. Hmm! I ask for confirmation email, and I've got one, but it refers to a "duplicate account":

    "We've closed your duplicate account but don't worry your current Any Time service is working as usual."
    :angry:

    "Anytime" does seems to be disabled, but that won't stop them charging me again if they think it's working. Have to phone again. It's all earning them money.:mad:

    God, I hate this company...
  • Hotsocks2
    Hotsocks2 Posts: 44 Forumite
    Update...I phoned again around 9:25 PM (and got straight through with no music - worth noting perhaps). Matey said the account is definitely closed now, and that they'd just used the wrong email code - which sent one about closing duplicate accounts. I'll know around 20th May when payment would have been due.

    So Froglet and anyone else interested, if you don't hear any more, you can consider the creature's been blasted out the hatch into space. Otherwise, I'll be back.

    "I admire its purity, a survivor; unclouded by conscience, remorse or delusions of morality" (Ash)
  • gertie
    gertie Posts: 154 Forumite
    Any more problems contact oftel, they may have a different phone number for u to use, I went down this track (different bband provider) and a nightmare was solved in minutes.

    Hope you are sorted and don't have to use this thread.

    Gertie
  • missile
    missile Posts: 11,763 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Raise a dispute with CC to reclaim money.

    I use Virgin at £15 per month (including VAT :-). Very pleased with the service

    My deal is actually packaged as £15 sim card which includes 150 min + 150 free texts + free broadband.
    "A nation's greatness is measured by how it treats its weakest members." ~ Mahatma Gandhi
    Ride hard or stay home :iloveyou:
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