Orange - viewing online bills

jc292

Hi,

I've had an Orange contract for over 8 months (into a 24 month contract) and have never been able to login to the Orange website (now called MyEE) to view my bills.

This is a bit of a problem for me because I keep receiving bills for various amounts (one was quite high, nearly 100 pounds) and I don't know what I'm being charged for.

I have phoned up maybe 7 or 8 times in past months trying to sort it out, but it is some kind of database error they can't fix and infact I was even told in a recent call that "it can never be fixed". At the moment I'm nagging them via their twitter customer service but despite them escalating it "to the highest level as a priority to be fixed" it is still not possible to login. They keep fobbing me off saying wait 2 weeks they are fixing it but I always wait and it never works. I think they are performance managed on how quickly they respond to tweets as they are quick but their replies are just empty fob offs.

Before Christmas I wrote to them formally stating I wanted to cancel my contract because it was a basic right as a consumer to be able to see my bills, and copied it to their CEO, but they didn't even reply to my written letter! I tried to cancel my contract due to their gross failure to provide basic services but they want to charge me almost 300 pounds.

In that same conversation they set me up with "free" paper billing but on my first paper bill I saw they are charging me for that too now and I am not hopeful I will be able to get them to stop (I know its only 1.50 but its the principle).

Has anyone else experienced this awful customer service and more importantly, found a fix to be able to see bills? I'm not on an all inclusive contract so monitoring what I spent is important to me but I can't even login to check my remaining data/minutes etc.

Orange - never again!!! :mad: any ideas where to go from here?

sdduk

jc292 wrote: »

Hi,

I've had an Orange contract for over 8 months (into a 24 month contract) and have never been able to login to the Orange website (now called MyEE) to view my bills.

This is a bit of a problem for me because I keep receiving bills for various amounts (one was quite high, nearly 100 pounds) and I don't know what I'm being charged for.

I have phoned up maybe 7 or 8 times in past months trying to sort it out, but it is some kind of database error they can't fix and infact I was even told in a recent call that "it can never be fixed". At the moment I'm nagging them via their twitter customer service but despite them escalating it "to the highest level as a priority to be fixed" it is still not possible to login. They keep fobbing me off saying wait 2 weeks they are fixing it but I always wait and it never works. I think they are performance managed on how quickly they respond to tweets as they are quick but their replies are just empty fob offs.

Before Christmas I wrote to them formally stating I wanted to cancel my contract because it was a basic right as a consumer to be able to see my bills, and copied it to their CEO, but they didn't even reply to my written letter! I tried to cancel my contract due to their gross failure to provide basic services but they want to charge me almost 300 pounds.

In that same conversation they set me up with "free" paper billing but on my first paper bill I saw they are charging me for that too now and I am not hopeful I will be able to get them to stop (I know its only 1.50 but its the principle).

Has anyone else experienced this awful customer service and more importantly, found a fix to be able to see bills? I'm not on an all inclusive contract so monitoring what I spent is important to me but I can't even login to check my remaining data/minutes etc.

Orange - never again!!! :mad: any ideas where to go from here?

Have you tried downloading the EE app?

I'm on T-Mobile and use the EE app which works fine.

jc292

Thanks - yes I did try the app some time ago, but it won't let me login or register either. I think both the myEE app and the myEE website talk to the same (broken) system.

mobilejunkie

I had exactly the same issue. Don't bother talking with them - you'll get nowhere. They are obliged to either supply a bill or let you log on. Since they aren't doing either, it's their problem, not yours.

Make a formal complaint by email (I think it's [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL]). They WILL ignore it so then wait 8 weeks and complain to CISAS. I demanded free paper bills, refunds of paper bill charges and a stated amount of compensation. As soon as CISAS wrote to them with my complaint to them Orange caved and met my claim in full. I now have another one with them about something else - same again; no response to complaint to them so now with CISAS having waited 8 weeks (to the day).

jc292

mobilejunkie - thank you that's so interesting! I'd like to say I can't believe someone else had exactly the same issue but of course I can believe it as Orange CS are absolutely useless and it seems their online system whilst never great has got worse since the EE merger.

As luck would have it, it will be exactly 8 weeks this Sat since my written letter of complaint to them on 30 November and so I will write to CISAS then. Unfortunately I didn't send the letter recorded delivery but hopefully that won't matter?

In that letter I did demand compensation for my time (for my very many phone calls) and for the excess phone bill I ran up because I couldn't check my account status on that 100 pound bill. So hopefully restating this request via CISAS will make a difference. I am not usually one to write to a company asking for compensation but I think I'm going to ask now for either a no fee contract cancellation or altneratively 300 pounds which is what they'll charge me to cancel it.

mobilejunkie

You complain on-line to CISAS. I found (both times) that despite adding the supporting evidence (in your case the letter of complaint and bills) I had to send them separately afterwards since CISAS's own system doesn't to seem work as far as that part is concerned.

jc292

Ok thanks, I filed the complaint with CISAS this morning. Proposed resolution Orange either give me a PAC code to terminate my contract for free, or pay me 330 so I can buy myself out of my contract. The rationale being failure to provide a basic service as part of my contract.

I also asked for 100 pounds compensation being 10 pounds per month I have had no ability to check my bills and usage (on checking records the contract started in March), and for all the calls, letters and tweets I sent. Not optimistic but who knows.

Fingers crossed, I just want to get free from this awful company now.

frenchybab

I have the exact same issue. I am an orange customer and I have not been able to view my bills online for months and every month they send me an astronomical bill. I disputed it and they are happy to waived it... Smell fishy if you ask me!

mobilejunkie

Well, I've just had a second success through CISAS with Orange. Different issue on the second, but waited 8 weeks after formal email complaint was completely ignored, went to CISAS and Orange conceded on all points. Hope they do something wrong again (seems very likely!).

LC88

I too have had exactly the same problem with Orange and being unable to view bills online. I have been fobbed off so many times trying to get them to fix it, and am also in a situation where I believe they wrongly charged me £97 for calls to my registered magic number. Of course being unable to access my bills has put me at a distinct disadvantage to argue they have charged me incorrectly. Six months after the event I am no closer to getting my complaint acknowledged with Orang.e

I am going to write to CISAS this afternoon as suggested above. To be honest I am totally sick of them and would just like to end my contract if I can (still have over a year left unfortunately).

What really makes me mad is that Ofcom do absolutely nothing to help consumers battle with these phone companies even when it is acknowledged that complaints are soaring.

http://www.theguardian.com/uk-news/2014/feb/01/mobile-phones-consumers-contracts

Glad there is some good advice on these boards though - thanks everyone who contributes.