Address for Orange to send complaint

Frith

I took out a new contract with Orange on 8th Feb. I couldn't renew the old contract as I changed my surname last year. (They did try to change phones and my name on my existing contract but they couldn't do it).

I had a new phone and they said the old phone would stop working after 2-3 days.

Told everyone my new phone number and I thought that would be the end of it....

Turns out the old phone has been operational since then and they have continued taking money out of my account for it. I went into the shop yesterday and used their phone to speak to Orange and they said they would disconnect it but it would take 30 days (?) I asked the man for the address of their complaints department or billing and he said he "didn't know". (This was the Orange employee on the phone to me!)

Does anyone know the address of Orange's office? I want the 2 months of direct debits repaid.

Thank you.

grumbler

http://www.orange.co.uk/contact/complaints.html
http://www1.orange.co.uk/documents/about/Orange-complaints-code-20110118.pdf

http://eecomplaints.co.uk/make-a-complaint

Buzby

You needed to explicitly cancel your earlier contract. If you did not, then the reasons why it s taking 30 days, is because this is your notice period for cancellation.

You may have assumed that your new contract took over from the old one, but because it wasn't an upgrade this would not happen. Further, Orange change names with no problem, why did they refuse in your case? Also, who suggested you had to renew your contract? There is no need to 'renew' any contract as the old one didn't expire - only the minimum term.

As they provided service, you may find getting a refund will require goodwill on their part.

oopsadaisydoddle

There is absolutely no reason why Orange wouldn't allow you to upgrade. As long as you had proof you were the account holder. They can't just change names on their system without seeing proof but then it's just a case of faxing over the relevant docs.

Can I ask where you took out the new contract and who told you it had to be a new contract?

grumbler

Buzby wrote: »

...
You may have assumed that your new contract took over from the old one, ...

ATM you are the one making assumptions:

Frith wrote: »

...they said the old phone would stop working after 2-3 days.

Yes, I know that you can never rely on anything said by incompetent staff until getting a reliable confirmation in writing.

oopsadaisydoddle

grumbler wrote: »

ATM you are the one making assumptions:
Yes, I know that you can never rely on anything said by incompetent staff until getting a reliable confirmation in writing.

You're right about not relying on staff telling you correctly but I am really wondering if it was actually orange who told him the old phone would stop working after 2-3 days when Orange staff know it's 30 days notice.

Frith

I changed phones in Carphone Warehouse but both the staff there and I had a long telephone conversation with Orange.

It seemed changing back to my maiden surname was beyond them!

Have written a letter now, off to the post box.

oopsadaisydoddle

Frith wrote: »

I changed phones in Carphone Warehouse but both the staff there and I had a long telephone conversation with Orange.

It seemed changing back to my maiden surname was beyond them!

Have written a letter now, off to the post box.

They don't and won't change your name without proof of name change docs, it is not that it's beyond them.

I knew it wouldn't be Orange direct who had said you couldn't upgrade - it will have been CPW because they get more comission for connecting you as a new customer than they do for upgrading you.

It would never have been the case that your old number would stop after 2-3 days. I'm not saying Orange staff don't get things wrong but the one thing I can almost guarantee that they will get right is that you can't disconnect after only 3 days notice.

I don't see what relevance your name change has to do with upgrading either - but I'd put a hefty bet on it being a problem with CPW systems and that's why they couldn't process it, because as I said, as long as Orange can confirm you as the acc holder, they would have had no reason not to upgrade you.

I suspect that you didn't specifically follow the procedure to cancel your contract as you have never mentioned anyone telling you it would take 30 days. And for that reason, I believe you should be directing your frustration at CPW, not Orange.

I suspect that you mighy get the charges written off by Orange, but it's things like this that used to really get to me when i worked there!

Herongull

Interesting....

From what the OP has said, this sounds like it could be Misrepresentation on the part of CPW.

"A misrepresentation is a statement of fact (not opinion) which is made by the seller before the contract is made.
If you relied on that statement when deciding whether or not to go ahead with your purchase, and this then turns out to be wrong, you can claim compensation."

http://www.which.co.uk/consumer-rights/regulation/misrepresentation-act-1967/

If the misrepresentation turned out to be fraudulent (see definition in above link), you can cancel the contract, claim damages or both.

Eilagoss

You may find this helpful, written complaints address (not easy to find)
Complaints Investigation Team, EE 6 Camberwell Way, Sunderland, SR3 3XN
and an email address [EMAIL="customer.relations@orange.co.uk"]customer.relations@orange.co.uk[/EMAIL].

Eilagoss

I emailed [EMAIL="customer.relations@orange.co.uk"]customer.relations@orange.co.uk[/EMAIL] yesterday with my complaing and received an apology and a £20 credit today. So worth trying.