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EE charging when you've left

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I switched providers from orange to plusnet in April. However i noticed orange were still taking money out of my account. I cancelled my DD but then got an email saying i would be charged a late fee. I called up yesterday and was told plusnet haven't told them about the take over therefore the line was still active. The guy said call plusnet and get them to inform us.

So i called plusnet who thought i was bonkers. They said 'we used the mac code which you provided and sent an automated letter to Orange, we cant call them.'
Fair enough, so i called orange back and was totally fobbed off again. They've taken money for an extra month and a half, but the guy who was doing his maths on his fingers said i was entitled to £3! Set up another direct debit to receive this vast sum, not likely!

Anyway i did my own maths and called back today. The woman who answered was the rudest women i have ever encountered. She said i wasn't even entitled to a refund as i didn't tell orange i was leaving. I had to provide actual proof that plusnet had taken over. At this point i lost my rag and asked to speak to the manager who conveniently wasn't available.

Its unlikely that i will get my money back, but for anyone thinking of leaving orange, beware!

(Apologies for any spelling errors, i'm still cross and banging at the keyboard).

Comments

  • macman
    macman Posts: 53,129 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    So did you get your MAC from Orange and give it to PN to use within the required 30 day limit?
    If you are on PN broadband then your Orange bb cannot be also active.
    No free lunch, and no free laptop ;)
  • samy888
    samy888 Posts: 241 Forumite
    I gave the Mac code the same day it was emailed to me. The odd thing is at the time i thought orange didn't have a retentions department as it was done in the most civilized way, i asked for a mac code and they just gave it, no ifs and no buts. I was as happy as Larry until now.

    "If you are on PN broadband then your Orange bb cannot be also active."

    Plusnet said the same thing, 'orange only need to check and they'll see the line was taken over on this date.'

    Orange are just being difficult.
  • brewerdave
    brewerdave Posts: 8,700 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    HORRANGE did a similar thing to me - they set the debt collectors on me for £14.99!!!
    At the time, I was told that the problem actually lies with BT Wholesale - they are supposed to inform the losing provider (EE/HORRANGE) when the new provider (in this case PN)take over the b/band supply - this bit of the chain frequently fails to work!! so the account with the initial supplier stays live even tho' they aren't doing anything for the money.
  • Buzby
    Buzby Posts: 8,275 Forumite
    Er, no! The ultimate responsibility to cancel is with the customer. The new firm - as a courtesy - may contact your old firm, but this is also the basis for 'slamming'.

    Only you have the authority to cancel, if you do not - then you pay until you do!
  • samy888
    samy888 Posts: 241 Forumite
    Buzby wrote: »
    Er, no! The ultimate responsibility to cancel is with the customer. The new firm - as a courtesy - may contact your old firm, but this is also the basis for 'slamming'.

    Only you have the authority to cancel, if you do not - then you pay until you do!

    I thought asking for your MAC code was a direct way of saying "I'm leaving." Using the MAC code signs the deal.

    You shouldn't need to pay someone for nothing!

    What was i expected to do, bake a cake with a sorry i'm leaving card!
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