What are my rights when a Mobile operator screws up?

Nortthernsoulman1949

I've been with Orange for over 10 years and on 14th February my 2 year Pay Monthly contract with them came to an end. As I am going to be emigrating at the end of the year, I decided to switch to their PAYG.

When I got my replacement SIM, I called them to arrange the switchover. They screwed this up and didn't put me onto Dolphin as had been promised and didn't credit me with the unused balance of monies from my Pay Monthly contract. This resulted in me being charged for texts that would have been free within the £10 needed to trigger free texts.

I have made countless calls to their support number, being charged 25p each time for the privilege of getting them to correct their errors.

I have also asked them for a copy of the closing statement on the Pay Monthly account and a refund of all my costs in trying to get them to remedy their error (postage, cost of calls and cost of printing the letters at my local library).

Each time I have rung them the adviser has said that their manager will call me back within the hour but I have NEVER got a callback from them.

I have now been put onto the Dolphin contract but I have not topped this up as I have been concerned by their poor service since the switchover.

After my last letter, I got a refund cheque in the post, but no supporting statement or any other written communication. I did receive a voicemail message asking me if I was satisfied with their response, if not, to call them. When I did call them, it was clear I wasn't going to get anywhere so I asked for the name and address of their managing director. I was told this would be texted to me - guess what? They never bothered!

I feel I am within my rights to ask the following:
1. to reverse their error back to 14th February and credit me with any charges arising out of their failure
2. to provide me with detailed statements on both the Pay Monthly account up to 14th February and for the PAYG from that date so I can cross check the costs incurred and their reimbursement
3. to reimburse me for my costs in pursuing them to correct their error (postage, phone calls, printing).
Could someone confirm whether or not I am correct in my assumption, please?

Also, does anyone have the name and address of the Orange MD please?

When my existing credit expires, I am moving to another operator. I've really had enough of this ****!

Thanks

Bonkeymonkey

You will have to visit their site and check the company's policy on matter handling. I would advice contacting them again and looking for a mutual solution prior to any unnecessary heat builds up.

Nortthernsoulman1949

Sorry, but I'm done with that!

They ignore my requests and blatantly lie just to appease me and get me off the line.

I'm interested in MY rights which have been constantly ignored by them, not their policy.

Buzby

Incompetence is fully allowable. Quantify what 'rights' you feel are appropriate? The best one is voting with your wallet or purse and going where you feel your custom is valued.

As you have no contract (great foresight BTW!) use up your credit and go. You may get a pittance of a few quid as a 'goodwill' if they can be bothered. As for contacting the MD - why?

He'll never see it no matter where you send it - write to the Executive Office team at Patchway (Bristol) but it's not really going to change much.