You can cancel your Orange contract!

DamePeggy

It doesn't suprise me that they're mixing up the T-mobile replies with the Orange ones - it looks like there are a lot of people taking them to task with their equally dubious behaviour.

I'm going to wait and see whether they provide any response to CISAS (I'll check on Monday 29th) and may well write a proforma letter for people to use to take them to CISAS.

You do not need a deadlock letter for CISAS - I used the fact that Orange stated that further emails may not be responded to. I would have thought that the phone behaviour of the manager a few posts up would be sufficient for them too.

moombamike

powerful_Rogue wrote: »

After receiving a generic response that was totally unrealted to the matter, the other half wrote them an email asking them to re-read what she had originally wrote and not to send another unrelated generic email.

Guess what Orange did?!



Thats right! They sent what appears to be another generic email!

1) Again not addressing any of the points related to changing the terms and conditions without notifying the customers.
2) Quoting the incorrect terms and conditions
3) Even better, quoting T-Mobiles terms and conditions! 7.2.3.3 is a T-Mobile clause, not an Orange one.

Another email sent off again asking for a non generic reply and also asking for a deadlock letter.

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Would you be able to post the email address you wrote to? I keep being told that their email customer service is unavailable (conveniently in line with their price rises!)

moombamike

DamePeggy wrote: »

I think that you can request a recording or transcript of your call - which would be very useful if you feel you have been abused by a member of EE staff. Not sure how to go about that though - if you used your mobile it would record what time the call was made and you can request that specifically.

As of today (25th April) I have not heard anything from CISAS regarding any response from Orange to my complaint - they have until close of business on the 26th to send their response to CISAS.

I would not be at all surprised if they used all of the time allowed before sending their reply - it's pretty clear the kind of company we are dealing with.

If they don't respond then CISAS make the judgement on my information alone.

I'll try and get the phone transcript/recording but think it will take a minor miracle for Orange to find or hand that over. Any more calls I make I'll use a recorder app to record it myself.

I would have thought it is against the rules to instruct staff "do not cancel this contract" - surely this manager just removed my consumer rights to terminate a contract (irrelevant of with or without charges)

powerful_Rogue

moombamike wrote: »

Would you be able to post the email address you wrote to? I keep being told that their email customer service is unavailable (conveniently in line with their price rises!)

Sure.

[FONT=&quot]Please respond to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL]

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powerful_Rogue

DamePeggy wrote: »

It doesn't suprise me that they're mixing up the T-mobile replies with the Orange ones - it looks like there are a lot of people taking them to task with their equally dubious behaviour.

I'm going to wait and see whether they provide any response to CISAS (I'll check on Monday 29th) and may well write a proforma letter for people to use to take them to CISAS.

You do not need a deadlock letter for CISAS - I used the fact that Orange stated that further emails may not be responded to. I would have thought that the phone behaviour of the manager a few posts up would be sufficient for them too.

Unfortunately none of the emails they have sent state that. Ive already been in touch with CICAS with T-Mobile and until they send either a deadlock letter or a letter saying they wont reply any further, im going to have to wait 8 weeks

moombamike

Thanks for the email address.

I've just submitted the case via CISAS without a deadlock letter. I have said that I was unable to obtain one due to the Orange manager putting a note on my account to staff that I should not be dealt with further.

It will take some time, but I'll keep all informed.

GingerWarrior

moombamike wrote: »

I'll try and get the phone transcript/recording but think it will take a minor miracle for Orange to find or hand that over. Any more calls I make I'll use a recorder app to record it myself.

I would have thought it is against the rules to instruct staff "do not cancel this contract" - surely this manager just removed my consumer rights to terminate a contract (irrelevant of with or without charges)

You can make a Subject Access Request - http://ico.org.uk/for_the_public/personal_information - for the phonecall transcript and all notes on your records

DamePeggy

I have received a reply from Orange and, even after all my dealings with them, I’ was frankly surprised by it’s brazen opportunism.

Their defence can be summarised as follows:
• They did indeed not send any specific notification about their changes in the pre-October 2012 Ts&Cs.
• I am therefore still covered by the original Febrary 2011 Ts&Cs. i.e. The ones with the long-defunct government agency and the non-existent publication.
• As my CISAS complaint was on the basis that my Ts&Cs had changed, there were no grouns upon which I can make a claim for a detrimental change.

This is despite:
• Me (like everyone else), being read the new Ts&Cs when I called to complain.
• They have changed the docs on their website – and are pointing people to them.
• Them attempting to justify the terms on ‘material detriment’ terms.
• Their email responses which would lead a reasonable person to conclude that they thought I was bound by the new terms (including this for example: “I appreciate that you state that you were not aware of the amendment to the wording of Clause 4.3.1 however this does not affect your liability under the Terms. “).

I made a big fuss about whether or not Orange had sent written notification of the Ts&Cs as I thought they would use it to say that I only had a month to cancel after the notification – It never occurred to me that they would just say you were right, but we don’t care, we’ll just keep reading people terms to which they’ve never agreed.

I’ll have to think about where to go with this now.

sshariff

DamePeggy wrote: »

I have received a reply from Orange and, even after all my dealings with them, I’ was frankly surprised by it’s brazen opportunism.

Their defence can be summarised as follows:
• They did indeed not send any specific notification about their changes in the pre-October 2012 Ts&Cs.
• I am therefore still covered by the original Febrary 2011 Ts&Cs. i.e. The ones with the long-defunct government agency and the non-existent publication.
• As my CISAS complaint was on the basis that my Ts&Cs had changed, there were no grouns upon which I can make a claim for a detrimental change.

This is despite:
• Me (like everyone else), being read the new Ts&Cs when I called to complain.
• They have changed the docs on their website – and are pointing people to them.
• Them attempting to justify the terms on ‘material detriment’ terms.
• Their email responses which would lead a reasonable person to conclude that they thought I was bound by the new terms (including this for example: “I appreciate that you state that you were not aware of the amendment to the wording of Clause 4.3.1 however this does not affect your liability under the Terms. “).

I made a big fuss about whether or not Orange had sent written notification of the Ts&Cs as I thought they would use it to say that I only had a month to cancel after the notification – It never occurred to me that they would just say you were right, but we don’t care, we’ll just keep reading people terms to which they’ve never agreed.

I’ll have to think about where to go with this now.

Read my comment on tomforth.co.uk/orange. The customer service rep confirmed to me on the phone that my terms and conditions would be the pre-October 2012 conditions when he put me on the works plan without any increase in bill charges. Since they did not send any notification of change in terms and conditions they will indeed be the same as when you signed up for.

DamePeggy

sshariff wrote: »

Read my comment on tomforth.co.uk/orange. The customer service rep confirmed to me on the phone that my terms and conditions would be the pre-October 2012 conditions when he put me on the works plan without any increase in bill charges. Since they did not send any notification of change in terms and conditions they will indeed be the same as when you signed up for.

I'll look for your comment there. Can I just make sure you are talking about the pre-October 2012 Ts&Cs published in Feb 2011, or the amended and back-dated set (made some time in 2012)?

When I wrote to cancel because their RPI stats didn't exist, they read me the new pre-October terms and refused my cancellation on those terms. Now they are trying to say that I've been bound by the old ones all along. They can't have their cake and eat it.