Unhappy Orange PAYG users: get 100% of your top-up balance refunded

Stuart_W

http://orangeworld.co.uk/r/price_changes

Orange PAYG prices are increasing on 14th March.
Most tariffs will up per minute rates to 30p.
Full minute charging will round calls up to the next minute.

Orange are allowing all PAYG customers not happy with the change to leave Orange and get their top-up balance back as a refund.

If you have a large credit balance accured through topping up monthly for top-up rewards, now could be the time to move as you can cash in your balance in full.

cowbutt

Good luck actually getting Orange to do this. I've spent over 2 hours on the phone to them over the last few days, and the best they can claim to do is transfer the credit to another Orange number. Their Twitter CRM account, @OrangeHelpers, hasn't even offered that.

That doesn't qualify as "get[ting] back any credit you've got left" in my book!

damadgeruk

Good luck! I tried today and lost an hour of my life trying to speak to several well intentioned CS staff whom knew nothing about this. I've walked away from Orange contracts in the past due to prices increases over RPI causing them to break their own T&Cs though it usually takes a lot of effort.
I'm due a call from a very helpful (Newcastle based) CS member tomorrow, I'll update on my progress.

thsths

I have to told to talk to retention about this, not the usual customer service. I think you need to ask them to connect you. Please let me know how it works - I don't have the time at the moment to deal with this.

damadgeruk

Possible success getting my mums' credit back though I've lost around three hours to this shower of muppets. To be fair, the Newcastle business team (I currently have a business account with two numbers, already requested PAC for these) have been fantastically helpful, so far as they could. The problems arise when faced with the foreign call centres though I suspect they can only do what they are trained or authorised to do.
I had to fight tooth and nail to get the £30 of the £32.xx credit refunded to my mums' CC, they said they could only refund the last top up amount. Also got £5 credit added to my daughters PAYG account. I await the arival of the £30 with baited breath!
As I said, I'm moving everyone from Orange, mother, father, father-in-law and, if I can handle the stress, my daughter too (as she and my mum were PAYG). It's the only way I feel able to 'hurt' Orange as they seem uninterested in customer service. On the plus side, I've walked away from quite a few Orange contracts in the past due to increases above RPI.
Good luck with your endeavours, you're going to need it!

cowbutt

The saga's still continuing for me; it's been 4 weeks since @OrangeHelpers promised a refund cheque, and it still hasn't arrived.

damadgeruk

Success! Granted, it took around 3 hours worth of calls, several failed call-backs, three promises of a refund and a(n un) fair amount of stress on my part though my mother has received £30 refund. I've removed three family Orange accounts due to recent issues.