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Orange not giving a refund back
krissherbert
Posts: 38 Forumite
in Mobiles
Hi, after a bit of advice.
Bought a phone on 6th jan, due delivery on 9th Jan. Phone never turned up after waiting in for 2 days so cancelled its order on the 11th. I had to pay £150 deposit for the phone which is refundable, if you keep the contract after 12 months, and 29.99 for the handset. (I actually went to the shop and bought another one, paying a further 150 and 80)
Was told I need to wait for them to receive the phone back, they received it on 16th Jan. - still waiting for the refund.
Called around the 16th jan (not sure when), and was told after the received the phone would take 14 working days to receive the refund back, I waited 14 days from the 16th jan.
Called 14 days after the 16th, spoke to a lady and a manager (in a indian call centre I think), it would take 3-5 working days. Rang back after 5 working days, spoke to Jules, on ext 21757 who was very nice (or so i thought) and promised it would be back in 5 working days.
6 working days later, no refund, I call back to speak to her, after a 5 hour wait, I speak to her, only for her to say sorry its not been processed "I was afraid to call you back as I was afraid you'd shout at me" as she never processed the refund. Another woman, has told me the refund has been processed today (I've been told this 3 times) and I'll get it in 7 days.
Also the new contract was cancelled within the 14 days cool off period.
What can I do, who can I speak to?
Luke
Bought a phone on 6th jan, due delivery on 9th Jan. Phone never turned up after waiting in for 2 days so cancelled its order on the 11th. I had to pay £150 deposit for the phone which is refundable, if you keep the contract after 12 months, and 29.99 for the handset. (I actually went to the shop and bought another one, paying a further 150 and 80)
Was told I need to wait for them to receive the phone back, they received it on 16th Jan. - still waiting for the refund.
Called around the 16th jan (not sure when), and was told after the received the phone would take 14 working days to receive the refund back, I waited 14 days from the 16th jan.
Called 14 days after the 16th, spoke to a lady and a manager (in a indian call centre I think), it would take 3-5 working days. Rang back after 5 working days, spoke to Jules, on ext 21757 who was very nice (or so i thought) and promised it would be back in 5 working days.
6 working days later, no refund, I call back to speak to her, after a 5 hour wait, I speak to her, only for her to say sorry its not been processed "I was afraid to call you back as I was afraid you'd shout at me" as she never processed the refund. Another woman, has told me the refund has been processed today (I've been told this 3 times) and I'll get it in 7 days.
Also the new contract was cancelled within the 14 days cool off period.
What can I do, who can I speak to?
Luke
0
Comments
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Are we allowed to request all the info stored on there "notes"??0
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In certain circumstances you can but I don't see the point at this stagekrissherbert wrote: »Are we allowed to request all the info stored on there "notes"??
What company is it ? is it Orange direct or 3rd partyIt's not just about the money0 -
Its orange0
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Keep all written records and make notes of all telephone conversations that confirm they accept owe you this money.
Then contact your bank/credit card company (assuming you paid by credit card) and get them to refund you.
It is important to keep careful records otherwise the phone company might change their mind and decide you really owe them money back and start chasing you or sell the debt to debt collectors0 -
You could try ringing 01707 315000 and ask for the executive office ..explain whats happened and ask if they will confirm the refund has been processedIt's not just about the money0
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You could try ringing 01707 315000 and ask for the executive office ..explain whats happened and ask if they will confirm the refund has been processed
you need a otelo ref nowDon't put your trust into an Experian score - it is not a number any bank will ever use & it is generally a waste of money to purchase it. They are also selling you insurance you dont need.0 -
:rotfl::rotfl::rotfl:you need a otelo ref now
How pathetic is that !!!
So from now on before anyone can speak to management they have to lodge a complaint with the ombudsman.
I'd still give it a shot and if it fails send a LBA and give them 14 days to refundIt's not just about the money0
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