Orange / EE incompetence

pauljoecoe

A couple of months ago I noticed increases in my orange mobile charges. It took 4 long phone calls to get to the bottom of it and in the end it turned out that they'd just put prices up and I wasn't aware. The point is though that The 3 customer service bods didn't understand that and all assured me it was a error would be corrected in the next bill and I would be refunded. It was only the 4 month on and the 4th advisor who explained what had happened. Anyway that episode over and sorted after 4 months hard work.

Now...

I noticed last night that for the last two months they have charged my landline for evening calls even though I was on a evening, weekend and broadband package.

I rang last night. The customer service bod apologised, said it was a mistake and gave me a direct freephone number for retentions and said to ring it in the morning as they weren't open now and only they could change it.

I rang this morning. That number no longer exists!

OK back to the long menu to get trough to customer services and start all over.

Customer services eventually put me through to retentions.

It appears that back in July when I rang up to ask to pay line rental a year in advance to save some money, instead of doing this they put me on a weekend only package which was more expensive.

The worst of it is they do not believe that I didn't ask for this (to be put on a more expensive but worse package????!!!!) and have classed this as a new contract so I am tied into it for a year!

Basically the guy on the other end of the phone says the system will allow him to put me back on the old package but not to cancel its status as a new contract.

I just want the freedom to say googbye to Orange!

Now they have to investigate and find the recording of my original call to them to see what I said.

Interestingly, the package I was on is no longer available from orange. Hmmm...

j0nathon2

I remember signing up to Orange (PAYG) 14 years ago and it seemed like the best, both from a customer service and charging point of view. It must now be the worst as I can't envisage a worse service.

I don't know if on your contract you get through to the English or foreign call centres, but in the end I gave up and tweeted them for help on Twitter and got what I wanted from an English team who understood the problem. The foreign call centres fob you off all the time; they blatantly lie to get you off the phone ("that will happen in 24 hours sir...").

By the way, Orange will always increase your prices with a short message somewhere, but will never give you the benefits of new lower prices unless you ask.

mynameisdave

I share your pain at Orange and the left hand not knowing what the right is doing.

In my first 4 weeks as a customer I had paid 4 months line rental, been charged a late payment marker on my credit file, and received a letter telling me I was £0.00 in arrears and that they would be taking £0.00 from my account in order to settle me debt to them.