Problems with Orange...

ninjamoose

Hi

Through no fault of my own (Orange cancelled my Direct Debit for no apparent reason), payment was not taken for this months Orange bill. Now I'm trying to make a payment using my card but their website/automated phone line/call centre staff, all insist that my card number is invalid - yet I have used it on lots of other websites etc, and my bank assures me all is fine with my account. They have insisted that I use another card to make payment, which would be very difficult for me to do. After explaining this, the woman assured me she would raise a ticket, though my phone will be barred in ten days if the bill isn't paid. In total I have spent over 3 hours on the phone to Orange this week, and several staff members assured me they would investigate and get back to me, yet none did. As I see it, I'm trying to make payment yet a fault with their system will not process it (acknowledged by a member of Orange staff), so I shouldn't be penalised. :mad:

What would you suggest I do?

I'm worried that it could affect my credit rating as I'm hoping to buy a house soonish - or am I mistaken?

Many thanks

CKhalvashi

I've previously had the phone barred argument with them; ask them to stick an LI code on the account, whilst it's in dispute.

If they refuse, ask to speak to their manager, and it should go on whilst the payment is being sorted.

Have they given any further info as to why the payment is not going through? We've had several payment issues with them the last few months, so I'm just curious.

CK

ninjamoose

Well at first they gave various reasons, including telling me I had insufficient funds, I'd given them the wrong number, but ultimately they've settled with the card number is invalid - they have said it is a problem with their system. It's getting really frustrating, and the attitude of some of the staff is disgusting - one told me it was my own fault because I used the phone so I'm responsible and then told me in a somewhat aggressive tone that I must pay it immediately!

CKhalvashi

ninjamoose wrote: »

Well at first they gave various reasons, including telling me I had insufficient funds, I'd given them the wrong number, but ultimately they've settled with the card number is invalid - they have said it is a problem with their system. It's getting really frustrating, and the attitude of some of the staff is disgusting - one told me it was my own fault because I used the phone so I'm responsible and then told me in a somewhat aggressive tone that I must pay it immediately!

Don't back down, and state that they need to sort their systems out.

Are you paying by debit, or credit?

ninjamoose

It's a credit card - the card company assures me all is fine with my account.

oopsadaisydoddle

Have you thought about paying in store?

CKhalvashi

ninjamoose wrote: »

It's a credit card - the card company assures me all is fine with my account.

What I was going to suggest won't help then; to take it out in cash and pay it (don't do this, unless it's on a debit)

The post above me also has some advice to try, however I suspect they'll try to fob you off if it's my local store.

ninjamoose

I thought about that and think that may be what I need to do ultimately (I have little faith in Orange to sort it out), but won't be able to get down to one for some time. Even if I do have to do that, I would hope that it would ultimately get sorted in case I want to pay that way in the future.

oopsadaisydoddle

I understand what you're saying but if it is only a small number of affected cards that they're unable to process, it might realistically take them a while to pin point a particular fault.

If they are processing the majority of card payments successfully then it could be argued that it is your card/type of card causing the problem. And although I don't condone the behaviour of some of the operators you speak to, if they get a decline on the screen when taking the payment, they don't get the reason why. Just that it hasn't been auth'd.