How To Complain About Orange?

cing0

Just writing to agree with EIGHTOF8. Orange have recently coughed 2 lots of £100 compo via CISAS as they could not be bothered contesting the cases.
The trick is to complain by email to someone at EE (PM me for an email address) who in my experience acknowledge receipt of the email and the subsequent delegation of the complaint results in it being silently ignored.
You can then use CISAS after 8 weeks by emailing them all the guff and assuming your demands are modest, will get the same result as me 2 weeks later and a cheque 1 month hence.

themozza

Hi, I hope someone can help me... This seems the most logical thread to vent my anger so here goes.

I recently taken out a contract out with Orange for an iphone5 (Why did i do it?) which was under the iPhone Extra 51.

Before taking out this contract I wanted assurances on two things before I agreed to take on this contract...

My first being VAT... As I'd previously left my alternative provider, and came to a new one, I asked the question, will my contract tarif be inclusive of VAT, which won't be added on when my bill arrives. I was assured my bill will stay the same and will come at at the agreed price.

Great I thought.

The second question I seeked assurances on was photo messages, as the iPhone Extra stipulated unlimited everything, I asked the question, does this include photo messages???? Yes, photos messages are also included.

Great I thought.

First bill arrives. 100 pounds...

Why?

VAT and Photo Messages.

I feel I have been told a bare faced lie by Orange representatives.

Today I have made my first complaint to them and am currently waiting a response. I have requested I be copied in on all dialog with whom they take my complaint up with, but they have said I won't be able to cancel my contract.

As I'm not great with digesting legalities, who anyone who reads this please advise me on the best way of moving forward with this?

It's the fact I've been lied to that's upset me the most.. A mere 4wks into a 24mth contract and already I feel cheated.

Very unhappy.

diamonds

Complaints Code of Conduct states email customer.services@orange.co.uk is where to complain, apart from that email is now out of use, send to executive.office@everythingeverywhere.com

geordie_ben

Let hope I finally get my saga sorted after emailing the Exec Office. Especially since in one email back from EE Helpers they've stated the person who gave me the contract at Orange lied

Eva49

themozza wrote: »

Hi, I hope someone can help me... This seems the most logical thread to vent my anger so here goes.

I recently taken out a contract out with Orange for an iphone5 (Why did i do it?) which was under the iPhone Extra 51.

Before taking out this contract I wanted assurances on two things before I agreed to take on this contract...

My first being VAT... As I'd previously left my alternative provider, and came to a new one, I asked the question, will my contract tarif be inclusive of VAT, which won't be added on when my bill arrives. I was assured my bill will stay the same and will come at at the agreed price.

Great I thought.

The second question I seeked assurances on was photo messages, as the iPhone Extra stipulated unlimited everything, I asked the question, does this include photo messages???? Yes, photos messages are also included.

Great I thought.

First bill arrives. 100 pounds...

Why?

VAT and Photo Messages.

I feel I have been told a bare faced lie by Orange representatives.

Today I have made my first complaint to them and am currently waiting a response. I have requested I be copied in on all dialog with whom they take my complaint up with, but they have said I won't be able to cancel my contract.

As I'm not great with digesting legalities, who anyone who reads this please advise me on the best way of moving forward with this?

It's the fact I've been lied to that's upset me the most.. A mere 4wks into a 24mth contract and already I feel cheated.

Very unhappy.

Phone Ofcom Tel: 0300 123 3333 or 020 7981 3040 http://www.ofcom.org.uk/contact-us ; outline your case and ask for a case number.

They can advise you, sounds like another mis-sold case for Orange

likelyfran

diamonds wrote: »

Complaints Code of Conduct states email [EMAIL="customer.services@orange.co.uk"]customer.services@orange.co.uk[/EMAIL] is where to complain, apart from that email is now out of use, send to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

The correct email address to use is:

correspondence@everythingeverywhere.com

- although in my experience, they're as infuriating as the ones on the end of 150.

loczek

hi everyone, i recently have changed phone number through Orange and since that they can not fixed the problem. I have been called customer service every week since January and still nothing!
so i called them today and said that am not happy and i want cancel my contract! Because online account is not under the service they have to provide (inf.from ofcom customer service) so they offered me following:
Previous contract inc.: £15.50/month inc. VAT, 100 min., unlimited text, 100Mb data
NOW:
£11.99 inc. VAT, 500 min, unlimited text, 250Mb data, free paper bills and credit of £10 added to my account and compensation. :beer:

I think is not bad, because if i want it cancel my contract i will need to pay £182 fee which i haven't got that money. I will see how long i will stay without any problem again.

I know for sure if my contract will finished I WILL NEVER GOT ANY CONTRACT WITH ORANGE!!

PurpleDog64

It seems Orange have a reputation...

My girlfriend has just phoned in tears... a few months ago she terminated an Orange contract, all seemed fine.
They then sent her another bill - so she got in touch and told them it was mistake and that they should cancel it. They didn't, she raised a complaint and it wall went quiet.

She's just applied for a re-mortgage on a property she rents out, and been turned down because her credit rating is no good. It turns out Orange didn't cancel the £26 bill, they added penalties up to £116 and informed the credit agencies.
She has lost the mortgage, cannot re-apply for 3 months from whenever this gets sorted...

The new mortgage would have saved her £500 a month. We were also about to buy a house together (which would save us both about £400 a month each) - so even if it's sorted out today that erroneous £26 bill from Orange and their inability to respond to a complaint will cost my girlfriend will cost her about £2700 and me £1200, and delay us moving in together for another 3 months! And this is Orange... we all know it won't be sorted out for a very long time...
We're furious, angry, upset and can't afford to waste four grand...

Is there anything we can do about it, or does the law (which usually puts big business before insignificant individuals) protect them from any liability?