How To Complain About Orange?

Jugsmalone

I have a problem with orange too. I have three contracts with them. The third one was taken out in march this year. I did not tick the box for orange care insurance. In April I got my first bill showing orange care. I rang them and told them I did not order it and I wanted it cancelled. The CS asked could I ring back I said "no i cannot ring back." The next bill came in saying i still owed money for orange care. so i rang again to say I didnt owe the money and I had never ordered orange care. They confirmed it had been cancelled but there was an overdue amount of £14.64.

It is now July and guess what i've been cut off three times for non payment of the £14.64. even though I have had reassures that I do not owe it and it will be sorted out. I have rang them 6 times and complained via email three times. this has been going on now for 3 months. when I rang about being cut off the third time I demanded to speak to a manager I was told a manager was not available and they would be in touch within 24 hours, guess what, no one called. I sent the last complaint eight days ago as the £14.64 had been added to my bill again the email sent was bascially asking them if there was a communication problem in this company and how i find it ridiculours that this has still not been sorted out, and I am still to receive a response :mad:

Im getting no where with this company. I think the next step for me is to complain to CISAS. or anyone get further suggestions??

Jon_01

Jugsmalone wrote: »

I have a problem with orange too. I have three contracts with them. The third one was taken out in march this year. I did not tick the box for orange care insurance. In April I got my first bill showing orange care. I rang them and told them I did not order it and I wanted it cancelled. The CS asked could I ring back I said "no i cannot ring back." The next bill came in saying i still owed money for orange care. so i rang again to say I didnt owe the money and I had never ordered orange care. They confirmed it had been cancelled but there was an overdue amount of £14.64.

It is now July and guess what i've been cut off three times for non payment of the £14.64. even though I have had reassures that I do not owe it and it will be sorted out. I have rang them 6 times and complained via email three times. this has been going on now for 3 months. when I rang about being cut off the third time I demanded to speak to a manager I was told a manager was not available and they would be in touch within 24 hours, guess what, no one called. I sent the last complaint eight days ago as the £14.64 had been added to my bill again the email sent was bascially asking them if there was a communication problem in this company and how i find it ridiculours that this has still not been sorted out, and I am still to receive a response :mad:

Im getting no where with this company. I think the next step for me is to complain to CISAS. or anyone get further suggestions??

Email the Exec office. Address at top of page 2 in this thread.
They there to sort out things that CS can't.

Guys_Dad

Jugsmalone wrote: »

I have a problem with orange too. I have three contracts with them. The third one was taken out in march this year. I did not tick the box for orange care insurance. In April I got my first bill showing orange care. I rang them and told them I did not order it and I wanted it cancelled. The CS asked could I ring back I said "no i cannot ring back." The next bill came in saying i still owed money for orange care. so i rang again to say I didnt owe the money and I had never ordered orange care. They confirmed it had been cancelled but there was an overdue amount of £14.64.

It is now July and guess what i've been cut off three times for non payment of the £14.64. even though I have had reassures that I do not owe it and it will be sorted out. I have rang them 6 times and complained via email three times. this has been going on now for 3 months. when I rang about being cut off the third time I demanded to speak to a manager I was told a manager was not available and they would be in touch within 24 hours, guess what, no one called. I sent the last complaint eight days ago as the £14.64 had been added to my bill again the email sent was bascially asking them if there was a communication problem in this company and how i find it ridiculours that this has still not been sorted out, and I am still to receive a response :mad:

Im getting no where with this company. I think the next step for me is to complain to CISAS. or anyone get further suggestions??

I would send them a letter before action (LBA) giving them 14 days to confirm that this amount will be removed from your account otherwise you will be taking them to the Small Claims Court.

MCOL is dead easy and if they can't prove the insurance thing, plus your email copies to them, then they will be up a gum tree.

They won't want to let this matter to go to court - too expensive!

dyanburrell

Issue was resolved

stevejk

Hi
I was a loyal orange customer for nearly 10 years and was on the team that made it possible to do cross networking sms. (open Mobile). I had my first phone in 2000 and it was a company phone that had been arranged with orange. The company closed in 2001 after running out of money.. but still the mobile phone network had been set up. As part of that package I was involved with stress testing the networks and working closely with your technicians. I enjoyed using my phone with no problems. Then all of a sudden I was unable to get a signal. I called up the technicians and after 7 calls I was told that my phone/sim had been cloned. This was identified with unusual numbers on my bill and even when the technical department tried to call me. Another person answered on my number. The technical immediacy closed the phone down and I was told that Orange would send me out a new phone and sim card. I had a direct debit on my account and after 3 month without any phone a called again and asked for my new phone. I was told they didn’t have a record of this and then put the phone down.. Many hours later dialling on premium lines I asked about my phone and again they said that I was still in contact. When I told them about what had happened they started to get really rude and nasty basically accusing me of lying. Well just let it go because I felt that I was just been ignored. I felt really ill with just talking to people eat orange..they said that it would be sorted and I asked them to cancel my direct debit until a new phone was supplied. This was late 2010. By feb 2011 I didn’t have any phone called and was told not to worry that they would cancel my contract.

Got a new phone in Feb. heard nothing more from orange then in 2011 I noticed that my direct debit was still set up. So I immediately cancelled it. And asked orange to refund me since Feb 2011. £20.00 per month.They said that they will sort it out. Then the next week I got a nasty letter from a collections agency saying that I owe orange £65. I told the operator that I didn’t have an orange phone and they said that I would have to contact orange. Direct I was given a number that didn’t work I spoke to 14 different people over a two day cycle and asked for someone a manger or supervisor to call me I also asked for orange complaints procedure and every time I mentioned complaints’ I was told that orange don’t have a complaints procedure and put the phone down after waiting for up to 15 minutes. Then to add insult I got a call from a collections agency Network Finance recovery who accused me of lying and then sent me another letter requesting £90.. I spoke to someone for nearly a hour and I just felt physically sick after being accused of not knowing what I was saying..

dino

Here is a long saga of Orange ineptitude and I do not know what to do about it so here I am. Any help from you guys is highly appreciated.

This is regarding my Orange mobile account where something insane happened few months ago and Orange representatives choosing to not do anything about it after my endless complains in a period of more than three months.

I have been an Orange mobile customer from last two years with two mobiles in my account (Say Mobile 1 and Mobile 2). My monthly bill have always been around 70 pounds together for two mobiles as I never use more than my monthly allocated allowance of minutes and text.

At the start of Feb 2012 I requested my PAC code for Mobile 1 as I was moving to a different network. I received my PAC code and on 29th February 2012 my number was moved to other network and my Orange mobile was disconnected. During this one month only people who were aware of me moving away from Orange was myself and Orange.

I received my 08-Mar-2012 Orange bill and it was astonishingly high for 433 pounds (from my usual around 70 pound monthly bill). I usually never needed to check the detailed billing info of my bills but at this time due to a very high bill I checked the details. I noticed that on the last two days of my connection to Orange (28 and 29 February) the detailed billing was showing 3 to 4 hundred calls to a particular number 07****. These were not actually calls but just a mere connection to that number. The timing details were showing that there were 3-4 connections every minute and often it will keep going on for hours after hour (something like 200 connections every hour) and there was a charge from Orange for each connection. I was completely puzzled and informed Orange that these are not my calls and it looks like a computer error (due to the nature of 3-4 connections every minute it was looking like being generated automatically). I talked to Orange representative Ms. Emma (Extension : *****). She informed me that these connections are recorded under a company called 'Page One Communications' and gave me the support number of that company. On contacting that company they simply refused that this number has anything to do with them. I informed it back to Orange. Ms Emma told me that they will look into it and adjust the amount in next month bill. When I told her that there is a direct debit set for my bills, she advised me to cancel the direct debit and keep paying the normal monthly bill(without disputed amount) obver the phone. I paid 99.99 pounds for that month over the phone. In the next 15 days I contacted number of times to Orange and Ms Emma informed me that they are looking at it along with her manager Mr Joe Lim (Extension : *****) and there is no need to worry and the amount will be adjusted in the next month bill.

On 02-April-2012 Ms Emma called me and informed that billing department has adjusted the disputed amount and everything will be ok in next bill. I thanked her for all her help.

I received my 08-Apr-2012 Orange bill and things went from bad to worse. My previous month bill of 433 pounds which was to be adjusted to normal this month became 1340 (that's right, One thousand three hundred and forty). Where in life you have seen something like this that the disputed amount to be increased four folds after complaining. Orange also sent me a very thick detailed bill and on checking that I found that now instead of 3-4 hundred connections to that number now there were 4-5 thousand connections to that number were being shown for the month of February between 1-27 February. Even more surprising was that these connection were not in the original bill which was already showing connections for 28-29 February. So they were kind of hidden and retrofitted by Orange later. Another puzzling thing was that the company name for the same number was now showing as 'O-Bit Telecom Limited' instead of 'Page One Communications' as mentioned in the original March bill. This all was too much for me and the fact that these connection were not even visible in the original March bill and magically appeared later gave me a feeling that something mischievous was going on inside Orange. I again called Orange (Ms Emma) and informed her about it and I said that if it was not a computer error then this looks like an account hack case where someone has managed to generate these connections automatically (3-4 connections every minute) and also managed to hide them from Orange (the fact that these connections were not showing in the original March bill) . Wether it was done from someone inside the Orange (who else can hide the details from their own bills) with hand in glove to above mentioned companies or not should be investigated. I was again assured that these will be looked at detail and investigated and corrected in my next bill.

I received my 08-May-2012 Orange bill and nothing changed. My bill was still showing as 1381 pounds. I again informed Orange and received the same assurances that everything will be ok.

Now this is June 2012. In the last 3 months I have been running from pillar to post and have called Orange an infinite number of times and talked to all kind of representatives from Ms Emma to her managers to anyone who care to listen but nothing is moving after I'm being given assurances every time that everything will be adjusted in next bill. My current 08 June bill (of amount 1377 pounds) still keep showing a balance of 1381 (I keep paying normal monthly bill over phone) from previous bill. I have tried my last effort of contacting Orange (Ms Emma) on 20-Jun and was told by her that the manager will call back. He never called (they have never called previously also after telling me that someone will be in touch). I have now completely lost my faith in Orange and I'm scared that something may happen again with my second mobile (Mobile 2) so I have given a termination notice to Orange at the end of May (with 30 day notice). When I was asked the reason for leaving I told them the whole saga and they were only sympathetic without any suggestion to do anything about it.

I will be disconnected from Orange on 01 July 2012 and I know that Orange will keep sending me the bill for that outstanding amount of 1300 odd and eventually it will go to debt collectors and then to court, also with a bad credit rating against me. I'm prepared to go to court with all the proofs I have but hope someone at Orange can have some sense and do something about it. I got a feeling after these three months of talking to them that it is not the case that they do not understand (They can not be that thick) but that they DO NOT WANT TO UNDERSTAND. It is very convenient for them to bury their heads in sand and wash their hands off.

If anyone can help in any way then I will be very grateful.

EIGHTOF8

Hi Dino
I am having a problem communicating with these ignorant idiots also. Took me a week of phoning them just to get my PAC off them after I cancelled my new contract within the 14 day period. However they took £30 before i had a chance to cancel my DD and then they had the cheek to ask for another £14. And now they are chasing me for £14 when they actually owe me the first bill back. I have phoned them on their collections number and the 2 people i have spoke to both agreed i owe them nothing. But then they put me on hold and leave me hanging there (over 20 mins). And they then send me a DEMAND for £14 - IDIOTS. I am going to send a letter to the 2 addresses I have. Will let you know how that goes.

But I am really tempted to let them follow their ignorance and go through debt collector and court, just so it costs them loads of money.

I agree with what you say about them deliberately acting dumb - No customer service rep can be that stupid.
I have never had to deal with such a useless customer service like this EVER.
Orange mobile - everything everywhere is an absolute disgrace to the meaning Customer Services

mobilejunkie

EIGHTOF8 wrote: »

But I am really tempted to let them follow their ignorance and go through debt collector and court, just so it costs them loads of money.

I agree with what you say about them deliberately acting dumb - No customer service rep can be that stupid.
I have never had to deal with such a useless customer service like this EVER.
Orange mobile - everything everywhere is an absolute disgrace to the meaning Customer Services

If you did that you'd be the stupid/dumb one - because you'd end up paying the price in other ways and not them!

EIGHTOF8

mobilejunkie wrote: »

If you did that you'd be the stupid/dumb one - because you'd end up paying the price in other ways and not them!

And why would that be then? When they have clearly ignored me? And owe me money??

EIGHTOF8

Quick update:
After having many of my calls ignored and then being pestered for the £14 I didn't owe them.
I wrote one letter, which I sent by post to their complaints dept in Bristol and their collections dept in Darlington. At the same time I emailed the email address on page 2 (Automated response informing me of procedure - USELESS really) and via their Facebook Orange Helpers page (They only responded after complaint was settled). I also made a complaint via CISAS.
So after all that, they were still chasing me for £14, even though I told them of my complaint through CISAS.
This went on for a week until I phoned the collections team on 07973100178 one more time. By this time they had received my official complaint and couldn't do enough to help me.
So now they owe me money and I have received an official apology.
Their protocols don't seem to work. It was only when faced with an official complaint they actually did anything.
So my advice to anyone having trouble is:
If your problem has not been dealt with within 8 weeks - MAKE A COMPLAINT TO CISAS.
What an absolute nightmare dealing with this company has been.
And our useless government has awarded these idiots the 4G contract. NUTS