Orange keep taking out direct debits

molerat

I will pay any justified bill but I am not allowing them unfettered access to my bank account. It seems they were notified on 5th November and there is an order for migration in my account which is completed but with an estimated completion date of 29th Dec . My BT account on the other hand is now all finalised with a £0 balance after phoning up to have my regular bill, which happened to be produced on transfer day, cancelled and new bill was issued yesterday.

brewerdave

The root cause of the problem that I had , was a "dispute" about when I had actually left them and the notice period had started.
After I had left them,account closed and written reply confirming all monies paid, they decided that BT Wholesale had not informed them of my migration until a much later date than actually happened. HORRANGE then started the "notice clock" from this second date and decided that I owed them for ~ 8 days after the last payment period!:eek:
During the subsequent phone calls,in order to finish the nonsense I offered to pay this unjustified but small amount by debit card -they refused as their system required payment by DD!
They said that they would claim for a full month(£17.99),then rebate me the amount owed at a later date!!I refused to set up the DD again so they put the disputed amount of ~ £5 in the hands of their tame debt collectors:( where it became the full £17.99.
As I said previously, I left them in September -but I didn't finally get confirmation that I was "off the hook" until after Xmas that year!

Buzby

And what did it say on your Credit File?

molerat

I WANT TO SCREAM !!

I decided to give Orange a ring to see what was happening. The migration on my account was nothing to do with migrating away from Orange but an internal migration onto their new faster network. They said they had no idea that I was moving so I would need 14 days notice from today, 2 days on from my paid up date, and would have to pay a £29.69 disconnection charge. I have also had to re-instate the DD so this can be taken once the bill is generated after 12th Dec, at least I will get 3% from my 123 account . They obviously must have known the service was disconnected as they surely would have been notified by Openreach and/or BT Wholesale and their billing for the line use being cancelled. Not really a lot I can do about it though. I am disappointed that there seems to be no joined up thinking between the providers though in informing customers of what is likely to happen, what they need to do and any charges likely to be involved. Just wish I had contacted them earlier, could possibly have saved £12, but all sorted now I hope.

brewerdave

So once again the "migration" process fails -or so HORRANGE claim!! The £29.69 charge is their cease charge -thought it wasn't raised if you were leaving a BT Wholesale based service to join LLU ISP ?
@buzby -fortunately because I got onto the case with the debt collectors for HORRANGE (DLC) very quickly it never made it to my credit record -they referred it back to HORRANGE as in dispute,once I sent them a copy of HORRANGE's own letter re account closure!

molerat

Googling I have found this from BT Wholesale https://www.btwholesale.com/pages/downloads/service_and_support/service_support_hub/online_pricing_hub/SPPL_Page/Section44_Part3_01-April-11_Asymmetric_v2.doc

A cease charge will be raised under the following circumstances:
· The Service Provider raises a cease order.
· The Service Provider asks BT Wholesale to raise a cease order on their behalf.
· Openreach issue an unsolicited cease because the PSTN service has been
terminated.
A cease charge will not be raised in the following circumstances:
· The End User line has been migrated to another ADSL service provider using the
published migration process.
· The End User line has been migrated to an LLU operator (either SMPF or MPF)
using the published migration process.
· When End User service is migrated to another BT Wholesale ADSL service and /
or to another Communications Provider (CP) where a MAC code is used.
End User Cease Charge: £24.74 (exc VAT)
Operative Date: 01-04-2010

I feel a complaint coming. Maybe this another rip off charge for Martin to look into ?

molerat

They must have terminated my connection now, today is 14 days from request, as they have disabled access to my bills but I can still access my account - how are they therefore going to tell me how much they are going to take from my bank as the only way to see the bill is on line, their incompetence obviously has no bounds.

molerat

I received an e-mail from them this morning.

Hello
We have closed your second line service as requested however you can continue to enjoy EE broadband as usual.
Best Regards
EE Broadband Team

Looks like this is going to end up with CISAS and Ofcom.

brewerdave

Happy Xmas from HORRANGE!:rotfl:

sdd56

I am having a similar problem with Orange. I switched to BT Infinity on 4th Dec. According to the BT website "We'll deal with your current provider, so you don't have to" (apart from getting a MAC code from Orange, which I did with no problems).

I received a letter from EE/Orange several weeks ago confirming that I had left them (unfortunately I did not keep the letter).

Yesterday I received an email from them, the standard monthly statement notification. Logging into the account, it shows the usual payment owing, covering the period 22nd Dec to 21st Jan.

I rang Customer support this morning, stating that I no longer receive their broadband service, she agreed and said that I would be due a rebate as my previous payment covered up to 21st Dec.

However this afternoon I receive an email stating

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

I assume this is because I have cancelled the direct debit, although normally they would not take the payment until early next month, so I am not sure what is going on.