Orange/ee dispute

Islandaire

Hi I am wondering if anyone could give me some advice . We have been trying to reclaim some money that was wrongly taken out of my girlfriends account when we were in the process of early upgrading her phone . They owe us close to £300 . Both phone contracts are on my account but we each pay our own bills out of our own accounts .We have rang them dozens of times only to be told that we are speaking to the wrong person/company as one phone is ee the other is orange ( thought they were the same company ) . We have sent recorded letters to head office to various accounts teams with printouts of bank statements showing when and how much money was taken . All we ever here back is they will look into it . We contacted watchdog who said they would help . We finally got an email back saying they are looking into it yet again .

Does anybody know wether I'm entitled to cancel my contract due to this or can anyone suggest another way to pursue the matter ?

Thanks
Adam .

Tony5101

If you believe the amount that they took was incorrect - you can always fall back onto your bank's Direct Debit guarantee.
This should hurry them along to reviewing the situation, as the money will be bounced out of EE/Orange's account. Just be careful that this doesn't end up with your account then being put into arrears - as this could very well end up being a whole new ball game if that happens.
Sadly - it's better for you in the long run that it's them that owe you the money rather than you owing them.

mobilejunkie

If it's been more than 8 weeks since you complained and there is no outcome, make a formal complaint to CISAS. In my experience that's the ONLY thing which will get you anywhere with this lot. Do NOT cancel the direct debits - you'll end up with more serious problems if you do.

Anoneemoose

What is the. £300 from? Have they explained why the charges were applied to the account (albeit incorrectly)?

As others say, if over 8 weeks, CISAS will look at it for you.

Buzby

No, you cannot cancel your contract due to this. I also understand CISAS do not intervene in billing disputes.

Who pays for each bill is an irrelevance - if they are on your contract, they the responsibility relies with you alone (not an unconnected third party who pays on your behalf). Your accounts appear to straddle different parts of the network branded offering. You need to identify which network you believed overcharged and ask for clarification. Only the contract holder can pursue this, the person who paid will not be able to do anything if they are not the same.