Orange keep taking out direct debits

ajc1g11

Hi guys,

I switched over from Orange to Sky on the 16th of August. I knew that Orange wanted me to give them notification, however I got a letter from Sky saying "We have contacted your provider on your behalf so you do not need to do anything else", which idiotically I followed.

Checking my bank statements in September I saw another 2 direct debits come up from Orange so I called them up and they very rudely said that Sky never contacted them. Naturally I took it up with Sky since they explicitly told me not to do anything from that point on. They said that they contacted orange on the 1st of August and requested a number port which according to them was verified by orange on the 2nd of August at 14:41. They also said that according to Ofcom regulations Orange MUST then send out a letter saying that someone is taking over, which they didn't. Orange denies ever hearing from Sky and even though I have the same landline number so they MUST know that I have switched (you can’t have two broadbands on one number) they do not acknowledge that. Now the problem is that I have cancelled my direct debit but there will be a final bill coming out on the 10th of November, and I think Orange do not send out bills so I am worried about how to pay this. Do I set back my direct debit? I have been bouncing between orange and sky for a week now having the argument "we told them" "no they didn't"....

ValHaller

ajc1g11 wrote: »

Now the problem is that I have cancelled my direct debit but there will be a final bill coming out on the 10th of November, and I think Orange do not send out bills so I am worried about how to pay this.

You write and tell them you have stopped the DD and ask them to send you the bill. Keep a copy of this letter and the prof of posting. It is your get out of jail card when they trash your credit record.

Bradfield

ajc1g11 wrote: »

Hi guys,

I switched over from Orange to Sky on the 16th of August. I knew that Orange wanted me to give them notification, however I got a letter from Sky saying "We have contacted your provider on your behalf so you do not need to do anything else", which idiotically I followed.

Checking my bank statements in September I saw another 2 direct debits come up from Orange so I called them up and they very rudely said that Sky never contacted them. Naturally I took it up with Sky since they explicitly told me not to do anything from that point on. They said that they contacted orange on the 1st of August and requested a number port which according to them was verified by orange on the 2nd of August at 14:41. They also said that according to Ofcom regulations Orange MUST then send out a letter saying that someone is taking over, which they didn't. Orange denies ever hearing from Sky and even though I have the same landline number so they MUST know that I have switched (you can’t have two broadbands on one number) they do not acknowledge that. Now the problem is that I have cancelled my direct debit but there will be a final bill coming out on the 10th of November, and I think Orange do not send out bills so I am worried about how to pay this. Do I set back my direct debit? I have been bouncing between orange and sky for a week now having the argument "we told them" "no they didn't"....

Friend of mine left Orange for BT on September 12th. When she asked Orange for her MAC code they sent an email saying that she did not have to do anything as BT would notify Orange when the changeover took place:

Quote:
"once you've given your MAC code to your new provider you don't need to do anything, we'll be notified when you've successfully moved and we'll automatically close your Orange broadband account."

Like you, she now finds that they have deducted a further two months payment which both only appeared recently on her last statement.

Trying to contact Orange/EE by email is virtually impossible. She has emailed them but they replied that they are unable to respond to emails. We know from experience that if you telephone them (and actually get to speak to someone) they will try and tie you up in knots.

Her next step is to cancel her DD. Usually when you do this they open up a line of communication telling you to recommence the DD's. This is when she can hit back and demand repayment of the two months paid in excess.

When I left Orange several months ago the same thing happened to me. They billed me for a further couple of months.

Seems too much of a co-incidence that it happens so often.

They may gain a few pounds from unsuspecting people who fall victim to their sharp practices but they do enormous damage to their reputation.

My friend and I would never touch an Orange product after the way we have been treated.

brewerdave

HORRANGE have a habit of denying that customers have left them:rotfl:
Happened to me some 5 years ago -and even tho' I had it in writing from one part of the operation that I had migrated using a MAC,my account was closed and that I owed no money -they still put my account into the hands of the debt collectors because I wouldn't reinstate my DD!!!
Fortunately I finally managed to get hold of someone with some sense in Mumbai (or wherever!) who zeroed my account balance and got the debt collectors off my case-but it took 3 months!:eek:

malc_b

Write a letter, keep a copy (send it with proof of delivery even). Send it to complaints department and request they acknowledge it and give you a formal complaint reference number. Then when nothing happens for 8 weeks use the complaints service (maybe ofcom, mobiles I think are different but not sure if that applies to broadband). Ask for compensation for the distress and letters (£12 each letter or email), interest on the money they have taken from you at 8% pa.

I assume you have changed your router settings to Sky so you know you are on Sky and not still on Orange. Therefore they are charging you for something they are not supplying. They don't have a leg to stand on so just let the complaints process get on with it.

Bradfield

brewerdave wrote: »

HORRANGE have a habit of denying that customers have left them:rotfl:
Happened to me some 5 years ago -and even tho' I had it in writing from one part of the operation that I had migrated using a MAC,my account was closed and that I owed no money -they still put my account into the hands of the debt collectors because I wouldn't reinstate my DD!!!
Fortunately I finally managed to get hold of someone with some sense in Mumbai (or wherever!) who zeroed my account balance and got the debt collectors off my case-but it took 3 months!:eek:

That is scary. They trash your credit file and set debt collectors on to you because of their own incompetance.

I was aware that you have to be careful cancelling a direct debit but my thinking is that since they are deducting the payments on the first day of the month we will have a couple of weeks to sort it out before they come back for more.

We will probably follow malc-b's advice and make a formal complaint. The difficulty is knowing the best address to write to. I am hoping that the following address is the correct one.

EE Broadband
Customer Care
PO Box 486
Rotherham
S63 5ZX

brewerdave

The problem was that then (at least!) the different divisions didn't communicate with each other. I was being chased by Orange Home Billing at one address, DLC (the debt collectors for HORRANGE) at another, whilst the broadband Customer Services was based at a third addy...and I was getting emails from India!!!Fortunately I got it sorted before it resulted in a default on my credit record....thank God!!

molerat

We will see what happens with my bills. I have transferred to an LLU supplier which went live yesterday. My orange account is showing an order for migration, so they obviously have been informed by someone, with an estimated completion date of 29th December ! My next payment is due on 24th Nov for my service from 10th Nov to 9th Dec so as far as that is concerned I am paid up. Not received anything in writing / e-mails from them though. I am going to cancel the DD as soon as that payment has gone out.

malc_b

Bradfield wrote: »

That is scary. They trash your credit file and set debt collectors on to you because of their own incompetance.

I would always add to any complaint that I expect them to correct anything put on my credit file and confirm that.

Note it is possible to see your credit fairly cheaply or even free, and then add your own correction but better I reckon to force the company who put it there to retract it.

molerat

And so it begins. I thought things had been going too smoothly, left hand obviously does not talk to right hand

Your EE broadband account no: xxxxxxx
please change your payment details
Hello
Unfortunately, the payment details we have for you seem to be incorrect, so we need you to update them.
Simply log into your online account here to change them.
Alternatively, give us a call on 0844 873 8586* or, if you're on one of our pay monthly discounted plans, dial 150 from your Orange, T-Mobile, or EE pay monthly mobile. We're here to help you from 7am to 11pm, every day of the week.
to avoid a late payment charge
Please do this as soon as you can. Otherwise we won't be able to take your monthly payment and you'll be charged a £2 late payment fee.
Best Regards.
EE Broadband Team

brewerdave

@molerat -thats exactly how it started with me:eek: -just make sure that you have paid them for the full notice period which starts from the day that you actually move ISPs -if you moved on 19th November and you have paid up to 9th December thats slightly less than 1 months notice ,which I presume, is still the required notice period??