Orange (EE) repeatedly charging for data relating to Swabables apps.

lukepugh

I am 18m into a 24m contract Orange (now EE) and have on several occasions been charged for data usage relating to Swappables that should be included in my plan.

Each time it has happened I have had to call to get the amount I have been overcharged credited back, sometimes it is a battle with the people I speak to, trying to make them see sense and credit my account but each time I call, eventually, they have credited my account.

The problem after 4 or 5 months in a row and after being told it would not happen again, guess what !

I plan to call and make a complaint and will be asking for my contract to be ended with no charge because I have had enough of their terrile service.
Does anyone know where I would stand with this. Is it a possibility or will I have to keep calling when they overchage me to get my account credited?

grumbler

I can be wrong, but...

how much does the data cost to use my Swapables subscriptions?

You may need to browse the internet to download or use the Swapables and as a result you may use up some of your data allowance.

Don't know what 'use' means here. It might be that you pay for the subscription only.

http://swapables.orange.co.uk/faqs

pepdavies

I know it doesn't really solve the problem but can you stop using the app? Use a web browser for whatever it does?

Tony5101

The issue with the Deezer swapable using data is well know within Orange, and they've been searching for a solution for at least 2 years. I had the same issue - being overcharged one month, having a credit applied, then repeat etc etc.
I eventually got them to agree to add a £10 credit each month to cover the cost of an addition 1GB data bundle - which usually sees me through the month. I've only once had to go back to them and get additional credit applied.

You shouldn't have a fight each month - as this is extremely well documented on their intranet site.
I'm not aware of any other apps that cause an issue.

I use the SatNav as my second swapable and haven't noticed any problem with this - but of course that could just down to the fact that this app only uses a tiny amount of data anyway that I haven't really noticed.