Orange didn't cancel my contract - still taking direct debits

LiggyB

I contacted them in February to say I wanted my contract to terminate after a months notice, after being with them for four years. They couldn't match the deal I'd found on another phone (also, coincidentally with Orange).

Noticed last week that they are still taking direct debit payments (four of them now since my contract should have expired).


I've queried this with them, and am waiting for them to call me back. Anyone else had this, and do they normally pay up or do I have to get all Martin Lewis on them? Assume they'll just refund the four months (over £100 quid) back?

Jon_01

Did you ask for your pac code and then not use it by any chance?

LiggyB

I did, yes. Is that why they've done it? My next contract was then also with Orange but I couldn't use the pac code with Orange.

Jon_01

Yes, if you don't use the pac then the acc doesn't close. Its like that with all networks.

If you want to use your old Orange number then you have to pac it to another networks payg and then back to Orange. It takes less than a week as a rule.

Tony5101

yes - by taking a PAC, then not using it - your contract would just role on. If you weren't going to use the PAC, you should have called them and told them that you wanted to terminate the contract.
The 2 processes can't run concurrently.

Having a PAC = 1 process. Contract would have ended as soon as the number was transferred to the new provider.
Cancel contract = 1 process. Contract would end on agreed date.

You might be lucky, and Orange might relent - but this would be entirely down to good will - not obligation.
You of course need to shoulder the blame, and accept that if you had been checking your bank account more regularly - you could have caught this earlier.
Either way - good luck - but honestly - I see no fault on Orange's behalf this time around.

sdduk

I have just left Orange after 6yrs of being with them

I got my Pac code and to be honest the guy i got it off did tell me to use it with-in 30days or the account won't be closed and will continue

I think they are suppose to tell you that when they give you the pac.

spacey2012

You should only serve notice of a contract ending in writing and keep proof of postage.

Buzby

Asking for a PAC was your undoing if you did not also write confirming your intention to terminate and have retained a copy - this would allow you to challenge their processes.

Their reasoning is if you do not port and they close the account your number is lost. If you gave notice you could say they did not explain their refusal to cancel - but after 4 months of paying the DD, your rights of refund are diminished as you were not on top of it.