Orange company complaint

starsinthesky

Hello,
I was wondering if anybody could help me. I have a contract with orange which is nearing the end of its course, everything has been fine with the contract up until december.

When viewing my bill in january and it being double the normal amount I was very alarmed at to what it could be. After checking online I found that orange had cancelled my direct debit. Now the direct debit was set up by me and only I can authorise orange to cancel it. How ever somewhere a long the line orange has cancelled my direct debit — and have in now way contacted me about this. I have contacted the customer service numerous times and was told a couple of times I had cancelled it or my bank had, when I know they had cancelled it as I rang my bank to confirm how it was cancelled.
One customer advisor I had also spoken to told me that I had contacted orange to cancel it back in december, which I did not do.

Im fed up of ringing the company and listening to the supposed "great" customer care team. I was also promised 20 pounds off my next bill for march however that has now been applied to my april bill as the staff member who had told me it would be applied in march was to incompetent of actually applying it to my account.

If anybody could give me any advice on what to do i.e the direct debit as they have breached my security, as you do have to give security when you ring up.

Thanks

Guys_Dad

Do you by any chance have 2 Orange accounts, maybe 1 for broadband?

I had 2 orange lines some time ago and I cancelled one. They then cancelled both DDs and I had to get them to reinstate one.

starsinthesky

No I only have this one for a mobile contract.

RoxRoxBling

The best you could do is write a letter of complaint. saying what has happened and also ask for compensation for the additional charges cause of the cancelled D D

matttye

Are you sure money went out last month? Maybe your bill is higher because last month's bill went unpaid?

You should also check your credit files as they might have reported late payments on your account, which you'll need to get sorted out.

Write a letter of complaint to Orange and if they don't assist, complain to CISAS: http://www.cisas.org.uk/