Orange - contract gone wrong

sparklinglime

My friend recently thought that she had sorted out a contract with Orange with included 300 minutes a month. She is a carer with the social services, and she needs the phone as part of her job.
It turns out that the contract has 30 minutes a month! A huge bill has built up and she is very distressed.

She has called into the local Orange shop who are adamant that the contract has been signed and she's stuck with it. They have been helpful though, and she feels they have done all they can.

She is a pensioner who has chosen to carry on working, and as she says, signed the contract in good faith.

She phones Orange and they're cutting off her calls. She has been unable to log onto her account online.

Is there anywhere she can turn to please?
Is there anyway I can help? (other than pay the bill...)

I have suggested CAB to her, but there is a long wait.

She is a lovely lady and it really is upsetting me seeing her so stressed out.

Many thanks

gjchester

sparklinglime wrote: »

My friend recently thought that she had sorted out a contract with Orange with included 300 minutes a month.

How did the contract get taken out and what paperwork does she have?

sparklinglime

It may have been done by phone.

I have not been able to get this bit from her as she's too upset.

Sorry

sparklinglime

Trying to get an answer from her now

sparklinglime

She completed the contract at the shop. However, adamant that it was 300 minutes throughout the conversation. The shop was busy and so she signed in good faith that the sales person had completed it correctly.

Thank you.

gazfocus

Well I'm not sure what can be done about the current outstanding bill but there should be no reason that orange would refuse to upgrade her to another package with more inclusive minutes. Out of interest, how much is her contract (at the monthly rate, not including the cost of calls)?

The 30 minute package is £10.50/m whereas the cheapest 300 minute package is £20.50/m.

sparklinglime

Actually, that makes sense to me with some of the things she has said.
I'll be seeing her later on this afternoon, and hopefully she'll be up to chatting.

Thank you so much gazfocus.

Buzby

Her contract has nothing to do with her tariff! She can increase the latter without affecting the former. Just ask them!

She will have to pay the amount owing for over the earlier over limit calls though.

diamonds

what is the plan price ? and the overusage ?

On Orange you can move to a equivalent plan after 12 months and to a higher priced plan at anytime in contract term