Orange overcharging £633 for calls on unlimited calls contract

grumbler

Is it that hard to post a link to "their current plan details documents"?

gjchester

grumbler wrote: »

Is it that hard to post a link to "their current plan details documents"?

No but then you could just Google it like others do or check Orange's site yourself.

http://studio.orange.co.uk/service_plans/downloads/PAYM-PG-20120813.pdf

Fair usage policies: inclusive benefits are subject toOrange fair usage policies which vary from time to time: Unlimited talk, texts and landlines - 3,000 texts or minutes per month;


However as I said that's the current definition of what classes as unlimited, the OP 's T&C may have stated more.

grumbler

gjchester wrote: »

No but then you could just Google it like others do or check Orange's site yourself.

I did, but...

grumbler wrote: »

...they have done their best to hide the FUP on their website and to avoid mentioning it in the T&C.

jnm21

If they do not have a copy of the contract, I would have said well then you have no grounds to charge me (if you have no evidence that I agreed to a contract). I suspect that they may have found a copy!

If it was me, I would state in writing (i.e. email) that all amounts due under the contract are under dispute, get your bank to reverse the DD (which they must do at your request) & let Orange chase you. Further should you want your PAC, they cannot refuse using any excuse other than identification (regardless of contract status - they may under the contract be able to charge early release however).

robbies_gal

my contracts says unlimited then says fup 3000 texts

bigal831

Dear All. Thanks for your responses.
1. There are no "fair usage" issues here; simply a contract sold in one way and set up in another way by the staff in the Orange shop
2. As JDC14 reports, this is a problem that Orange know about and seemingly do not bother to police: they just start charging whatever the sales person in the Orange shop has entered into the computer, without checking.
3. Despite repeated calls and unanswered emails to Orange, Orange have not been in contact in any way to explain if, when or how they intend to refund the money. Their "Customer Services" staff are either poorly trained, simply tell lies, or particulalry bad at being able to transfer calls without cuttingone off!
4. The only response of any kind that I've had from Orange has come, somewhat bizarrely via "Orangehelpers" on facebook, who have confirmed that they will not cut my phones off, and that they can see a refund recalculation has been "requested". Meanwhile, i have all the PAC codes.
5. I have sent a long "final complaint" to their head office, demanding simple redress, and warning them of my intention to pursue legal action if not resolved.
6. I suspect that by next weekend, I'll still have heard nothing from Orange in over 3 weeks, and that with PAC codes I have about to expire i'll feel compelled to shift all my phones away from Orange. Only one is under contract. Is any other provider any better?

bigal831

The "final complaint", threatening legal action, appears to have worked. I'd never done it before, but I did mean it. After sending it, I had a phone call from a person with a name, email address and direct line 48 hours later. They're part of the "Executive Office" based in Newcastle. I've since been waiting to see the bill- received this morning- and although there's a few minor errors it's gone from Orange wanting £633, to me being in credit by £239. "Customer Services" were a complete waste of time.