Orange 'Good Will'

joni_hartley

I lost my phone on the 9th of February but waited until the 11th to report it incase it got returned to me or the 'find my iPhone' app had any success. It didn't.

When I phoned up to block the phone/simcard I asked the person I was speaking to if there was any charges through usage in the two days in which it was missing which he assured me their wasn't. As a result I did not claim on the insurance for any charges.

Upon receiving my bill the charges were infact in excess of £120. So I phoned back up and stated what had happened up to this point and how I was told there was no charges. They said as a one off good will gesture they will pay half the charges but not the full amount as it is not there policy to do so. Additionally they stated that if I push for more this offer may be recinded. I wondered if anyone had any advice on what I should do.

Thanks in advance

DUTR

Well you already broke the T&Cs by not reporting the loss within the 24hrs, so your head tells you that Orange are correct, and your heart tells you they are incorrect, hindsight is a good thing,had you reported it, and then recovered the handset, you could have simply contacted them again to inform them that the handset has been recovered.
Now you say youhave recieved your bill, and it is true that the bill will be itemised, so did you observe any activity on the account AFTER you reported the loss?

joni_hartley

No i'm afraid not . All the activity was before I reported it. Although I did block my iPhone over the internet but that must not have worked correctly. They were phoning Morocco it seems.

DUTR

joni_hartley wrote: »

No i'm afraid not . All the activity was before I reported it. Although I did block my iPhone over the internet but that must not have worked correctly. They were phoning Morocco it seems.

Then you as the account holder are fully responsible, it alays amazes me that people that find phones always seem to phone abroad, as if they cannot get calls to those destinations cheap enough already.
£60 is a small amount for a lesson well learned

joni_hartley

Thats without the VAT so its a more .
Thanks for your help and quick reply

Buzby

We're phoning Morrocco or were in Morrocco ? If the latter, then the charges were not showing to the CS person. However, if the former, these calls could only have been blocked once you reported the loss. It wouldn't matter if they said there was no usage or £500, you were still responsible.

By not having a phone or SIM-pin active anyone can run up our bill, so the responsibility of the security of your device always rests with you. When you get it replaced, te first things you need to do is set these PIN and access codes.

Herongull

You were incredibly lucky! The bill could easily have been thousands.:eek:

Why would anyone wait 48 hours before getting a lost phone blocked?

I have a PAYG phone partly because it is soooooo much cheaper, and partly because I just don't want the stress and risk of having a contract phone.

And most of the stress and risk comes from the possibility of losing the phone and not noticing straightaway.

Guys_Dad

It's back to having a screen lock and sim pin number. If you had these set, you would have probably avoided the costs.

Yes, the screen lock is a pain in the parts. The sim lock is a once only every time you switch the phone on, so no bother there.

Are you going to set them both now on the new phone????

grumbler

joni_hartley wrote: »

I lost my phone on the 9th of February but waited until the 11th to report it incase it got returned to me or the 'find my iPhone' app had any success. It didn't....

DUTR wrote: »

...had you reported it, and then recovered the handset, you could have simply contacted them again to inform them that the handset has been recovered....

I am pretty sure that if the handset is blocked there is no chance of recovering it though the above app.

Herongull wrote: »

...
Why would anyone wait 48 hours before getting a lost phone blocked?....

I thought the OP made it perfectly clear why.
Not that I am saying that it was a correct thing to do.

joni_hartley

Thank you all for the replies (and the tap on the hand it seems). Already got a sim and screen lock on my new phone.
Thanks