Orange delivery reports, advice needed

kr15snw

A bit of background first:

Was on an orange student package (1000 txts, 120 minutes for £25 a month) and when it came for renewal I found that I could get a better deal with Vodaphone. Rang orange to cancel and was offered unlimited texts and 600 minutes for £25 which beat vodafone so I decided to upgrade again. I had no problems with orange so thought this was a good idea.

I have just got my first bill on the new contract and they've started charging me for delivery reports! And because I send around 1000 texts a month its come to an extra £10 on my bill.

Ive had a look around and I can see people are saying that its in the terms and conditions and that you should read the small print as this is standard on the animal packages. Well I didn't know I was on an animal package until my bill came through this week! Ive never seen any terms and conditions and never signed a contract (as it was done over the phone). I wasn't told about any of this when upgrading!

What should I do? Obviously I turned the delivery reports off now but Im not happy with this extra money I have had to pay to orange! Any advice on what I can do to claim this back?

ak6949

May sound like a stupid question - but have you explained all this to customer services? What did they say?

gaming_guy

orange have been charging for del. reports for a while now i think

ak6949

gaming_guy wrote: »

orange have been charging for del. reports for a while now i think

Yes they have, since the new animal tariffs came into effect (last year)

Strangled

Never realised this, just took out an Orange contract ( a week ago) and just started using it since my number was ported.
My daughter also has taken out an Orange contract and often sends approx 3000 txts per month, which is an extra £30 per month on her bill.

Thanks for the post.

ak6949

afaik, all orange phones come with them automatically deactivated, so unless your daughters turned it on, you wont be charged.

No worries

bigtel_2

I get 500 free text messages a month but have Delivery Reports turned on.

Does thing mean I'm only really getting 250?

Its the Direct Plan 100 Min/500 Text

ak6949

bigtel wrote: »

I get 500 free text messages a month but have Delivery Reports turned on.

Does thing mean I'm only really getting 250?

Its the Direct Plan 100 Min/500 Text

Delivery reports do not come out of inclusive messages, you will be billed separately.

However, you're on direct plan, not one of the animal packages, so you should be alright. Check your bills to see... sign up online if you havent already and you can view up to date bills.

bigtel_2

Yeah last month I had 345 Inclusive Text Messages Used and 4 Additional Text Messages Used (Think this is MMS)

kr15snw

Ive only just transfered onto an animal package, but my complaint is that no one told me that I was even going onto an animal package.

Customer services told me that I should have read my terms and conditions. Ive never been shown any! I wasnt informed of the package I was going on, I was just told that I would be getting so many minutes and texts. At no point was the word dolphin mentioned! So how was I meant to know?

There wasnt a charge on my old package so how do I know theres one on the new package?

Customer services are no use so was wondering if anyone had any tips on where I should go to next?

ak6949

kr15snw wrote: »

Ive only just transfered onto an animal package, but my complaint is that no one told me that I was even going onto an animal package.

Customer services told me that I should have read my terms and conditions. Ive never been shown any! I wasnt informed of the package I was going on, I was just told that I would be getting so many minutes and texts. At no point was the word dolphin mentioned! So how was I meant to know?

There wasnt a charge on my old package so how do I know theres one on the new package?

Customer services are no use so was wondering if anyone had any tips on where I should go to next?

Two choices

- Ring back, argue again, as soon as they tell you you should have read your Ts and Cs make it very clear you weren't sent any and asked to be transferred through to a supervisor who you should have more success with.
- Write to head office complaining...

To be honest for the sake of £10 I doubt they'll argue for too long with you, just make sure you get a supervisor. If they're no help ask to speak to a helpdesk manager (HDM) who is the next level up, you'll probs have to wait for a callback from them though. Hard to get hold of.

Try the first one, then if it fails, write.