Orange - mis-selling re o/seas calls

LH79_2

Wondered whether anyone has had experience of Orange phoning up and offering for a £5 charge, free overseas calls to 100 countries. (We have BB with them aswell).

Took the offer up as the OH was going o/seas. He's come back to a bill of nearly £80, and the phone stopped working after a month aswell.

Just called the customer 'help'line, and they were as useful as a chocolate teapot. We had been told the country in question was included as free, when in fact it was chargeable. Orange said it was chargeable when we called today, but 'cos they don't have a recording of the call we got saying it was included, they won't refund the money.

Apparently phone was disconnected 'cos reached a certain £ of calls. Another thing we weren't told about.

Anyway, OfCom are going to be getting a call tomorrow, but if anyone has any experience of this, would be great to hear from you.

Am also posting this on the internet bit of forum.

Thanks in advance folks.

AP

Orange is talking about their Broadband Unlimited package when you pay them an extra £5 per month, you get free international calls to 100 countries through your landline via a 'Livebox', not mobile!

See: http://freebb.orange.co.uk/offerinfo/bbunlimited.cfm

The person phoning you should have made this clear and it sounds like you have misunderstood them to mean that you can make free international calls from your mobile.

redux

And roaming calls are not the same as calling internationally from here anyway.

LH79_2

Hi,

Sorry, my post wasn't as clear as it could have been. We knew it was landline via livebox, and thats what we used, not mobile. Was posting on mobile forum aswell, as orange are primarily mobile provider.

Thanks for reponding though!

reehsetin

what country was it?

LH79_2

reehsetin wrote: »

what country was it?

It was Abu Dhabi in the UAE. Other half specifically asked whether it was included, and the person 'checked' and said that it was. :mad:

Skyfall_2

Only ever go by whats written down, not what is told to you over the phone, for exactly this reason. At least even if the information is incorrect then you will definitley have a refund. Even a recording of an agent telling you incorrect information is not 'legally' enough to back you up.

AP

The list of free countries is here:

http://freebb.orange.co.uk/offerinfo/livebox/destination_list.htm

Can you remember what exactly did you say when you told them the country name? Did you say U-A-E or United Arab Emirates (in full)?

Chances are the person must have misheard you saying U-S-A or United States and if you can remember the exact date and time of the call maybe Orange can trace it.

LH79_2

Thanks for the replies folks. Yes, was said in full. Don't think they can trcae call, or even if they could, they are saying they dont have a recording.

I take your point re only accepting something in writing, but we never receievd anything in the post further to the call, and generally feel that this isdirty tactics from Orange. They are the ones phoning and offering these services.

Oh well, we'll see what OfCom have to say...:rolleyes: