Sim card sent to old address - query

oldmuser

Hi,

So about 2 weeks ago I ordered an additional line on my orange account- sim only. At the same time, I told the agent that my address had changed and to make sure that the sim was sent to my current address.

2 days ago, I decided to ring them up as I hadn't got it. Surprise, surpise the agent sent it to the old address. The person I spoke to said that the sim had also been activated. She verbally told me that the sim card would be deactivated and a new one sent to my current address. She told me that they would investigate this sim card and contact me within 72 hours. What she also said was that my bill for the new line would be waived- which I asked to be in written form so email or post so I gave them my email address and got told it would arrive within 24 hours.

Fast forward last night, no email so I chased them again and the guy said he would get written confirmation sent by post (I am IT savvy and its not in my inbox or spam/junk folder) and would arrive by next Friday. Apparently the email was sent.

What's everyone's take on this? Have Orange actually sent emails about cases, or indeed written confirmation by post.

I just get the feeling I have been lied to twice, and would not like to have to pay whatever bill the person who activated the sim has created just because the sales agent did a big **** up when processing my order!

Thanks in advance,
OM

DUTR

oldmuser wrote: »

Hi,

So about 2 weeks ago I ordered an additional line on my orange account- sim only. At the same time, I told the agent that my address had changed and to make sure that the sim was sent to my current address.

2 days ago, I decided to ring them up as I hadn't got it. Surprise, surpise the agent sent it to the old address. The person I spoke to said that the sim had also been activated. She verbally told me that the sim card would be deactivated and a new one sent to my current address. She told me that they would investigate this sim card and contact me within 72 hours. What she also said was that my bill for the new line would be waived- which I asked to be in written form so email or post so I gave them my email address and got told it would arrive within 24 hours.

Fast forward last night, no email so I chased them again and the guy said he would get written confirmation sent by post (I am IT savvy and its not in my inbox or spam/junk folder) and would arrive by next Friday. Apparently the email was sent.

What's everyone's take on this? Have Orange actually sent emails about cases, or indeed written confirmation by post.

I just get the feeling I have been lied to twice, and would not like to have to pay whatever bill the person who activated the sim has created just because the sales agent did a big **** up when processing my order!

Thanks in advance,
OM

My take on it, is that if you are IT savvy like you say, then you know you should have informed your provider as soon as possible after moving, you would already understand that the sim would go to wherever they have as the current address, from what I recall activating my Mum's replacement sim, it was not that easy to do, also from moving from your old address you could/should have had the mail redirected, there are lits of things you could have done to avoid the situation, so it's not all orange's fault.