Orange have Sold my 'Non-Debt'

Pont

Quick question Anoneemoose!

I've received a response from Orange (!). They've forwarded me their log of calls/correspondence etc.

It seems there are several contacts logged that state, 'Upgrade declined as the customer is not in migration period'. I never made these enquiries/requests! Are they somehow just automatic entries without a customer making contact? There are apparently 6 such requests logged and declined - t'wasn't owt to do with me!

There is another log that records (around the time I cancelled) that states, 'customer out of contract - transferred to 146'. What is 146? If this was my cancellation call, should the 'transfer to 146' call also be logged? It isn't.

Also Orange are stating that they didn't receive 2 of my letters - only 1 has been recorded as received. They have also attached a copy of a letter that they sent me - I never received that!

Am now going to get on the blower to T-Mobile!

martin.cat

When the PAC is used you get text message for when me it's happening. I got them from both new and old provider

Pont

Whoa - I never received any texts from either Orange or T-Mobile!

Alarm bells ringing!

Is this standard practice? Is there anything that you know of in their T & Cs to say you will receive a text to say the PAC Code has successfully been applied?

If not, how would anybody know that the new provider has used the PAC Code as instructed?

If so, I may need to start eating a big slice of 'humble pie'!

martin.cat

I've ported from t mobile to three then later three to t mobile both times I received text messages from both

Anoneemoose

Pont wrote: »

Quick question Anoneemoose!

I've received a response from Orange (!). They've forwarded me their log of calls/correspondence etc.

It seems there are several contacts logged that state, 'Upgrade declined as the customer is not in migration period'. I never made these enquiries/requests! Are they somehow just automatic entries without a customer making contact? There are apparently 6 such requests logged and declined - t'wasn't owt to do with me!

There is another log that records (around the time I cancelled) that states, 'customer out of contract - transferred to 146'. What is 146? If this was my cancellation call, should the 'transfer to 146' call also be logged? It isn't.

Also Orange are stating that they didn't receive 2 of my letters - only 1 has been recorded as received. They have also attached a copy of a letter that they sent me - I never received that!

Am now going to get on the blower to T-Mobile!

Hi,

Upgrade declined as customer is just an auto notepad for if anyone queries your upgrade/contract date. This could be done by you if you called, you if you looked online anytime at your contract end date or even third party companies like carphone etc who have authorised dealer systems that can check this as well. Just to note, these authorsied dealers only get given basic info like 'yes' or 'no' you can upgrade..no contract dates are given or anything else.

146 is the upgrades/disconnections dept. After you transferred to 146, they will have noted your account with the PAC details (which will be there ofherwise you wouldn't have received it) but not necessarily on the main notepad - which is why it might not be on the info you have received.

I am not sure about receiving texts but it is possible.

Hope this makes sense - typing quick!!

Pont

But surely there would be a log somewhere of the request when I got transferred to 146? Should Orange be supplying details of what was requested by me via the 146 transfer?

In the logs I've received there is no mention of the PAC Code request - just transferred to 146?

Can't get through to T-Mobile - on hold for ages.

Anything in Orange's T & Cs to state I would receive a text to say PAC Code has been applied? If so, I can't find it!

I suppose my bug bears are:-
1) How do I know a PAC Code has been used or not?
2) Orange supposedly haven't received my letters?
3) I haven't received Orange's letter?
4) The first I know there's a problem is when Moorcroft contact me approximately 5 months later!

Thanks all for your patience! If all else fails, at least these posts may help somebody else. I'm totally at a loss (and not usually slow on the uptake so to speak). I believe I totally abided by Orange's T & Cs and it appears to have come back to bite my proverbial bu%$!

Anoneemoose

Pont wrote: »

But surely there would be a log somewhere of the request when I got transferred to 146? Should Orange be supplying details of what was requested by me via the 146 transfer?

In the logs I've received there is no mention of the PAC Code request - just transferred to 146?

Can't get through to T-Mobile - on hold for ages.

Anything in Orange's T & Cs to state I would receive a text to say PAC Code has been applied? If so, I can't find it!

I suppose my bug bears are:-
1) How do I know a PAC Code has been used or not?
2) Orange supposedly haven't received my letters?
3) I haven't received Orange's letter?
4) The first I know there's a problem is when Moorcroft contact me approximately 5 months later!

Thanks all for your patience! If all else fails, at least these posts may help somebody else. I'm totally at a loss (and not usually slow on the uptake so to speak). I believe I totally abided by Orange's T & Cs and it appears to have come back to bite my proverbial bu%$!

The logs you received are main (general) account notes - the PAC request will definitely be logged on the system but this is done through a specific action.

As to whether you should have received everything - not sure on this. Was it done as a SAR (subject access request) or was it just the legal team who provided it to you? In order to get more specific info, you would have to do a SAR and request the specific info.

As I said they will be able to see the PAC request on the systems - this shows the date requested and the date of expiry. If T-Mob didn't use it, then it expired and your Orange account remained active. It might be possible to ring Orange cust serv and find out if you can't get through to t-mob. They may say they can't discuss the acc as has been passed to debt collection but if it is only that bit of info needed, you could always try. What does their letter say?

A text would only be sent if the PAC was used - which is another reason it makes me think it wasn't. If the pac expired then Orange carry on your account.

Edited again - you would normally know a PAC had been used because your number had transferred across to t-mob. It doesn't seem like yours ever did.

Pont

I've received this info through their (Orange's) legal team. Although I don't understand as to why they never received my letters (except the registered one) and I never received theirs. It seems to me that the liklihood is T-Mobile never applied the PAC Code.

This all still leaves me with a problem - I gave instructions to both Orange and T-Mobile and these instructions were never, it appears, to have been carried out.

If it was just the matter of paying up the odd £56, I would have done so (albeit grudgingly!) - life is to short for all this mess!

However, I gave notice as per contract, got the PAC Code and passed it on (as per contract), believed everything to be hunky dory then several months later receive threatening letters from a DCA?

At the risk of sounding like a five year old - not fair!

Am losing the will but will attempt to raise some issues with Orange when I get home from work tomoz evening.

Thanks once again.

Anoneemoose

Hi Pont,

Just wondered if you were any further forward?

Pont

Hi Anoneemoose,

I'm in the process of responding to their defence. One thing that strikes me is that they state that my billing dates as being the the 19th of each month. However, they billed me on the same date (9th) as the 146 call was made which was 10 days prior to the billing date. I don't understand why I was billed early if, as far as Orange was concerned, if 'nothing' had changed in terms of my contract?