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Orange/EE complaint!
This is a bit of a long one. But here goes! Im just going to post in bits from my timeline im keeping as it saves me typing 
I have recorded all phone calls too.
Total Call time so far: 115 min (1h 55min)
14/1/14
My fiance called orange @ 12:11 to cancel her mobile phone contract and move to another provider as her monthly bills were consistently too high (prompted by me!!!). She had assumed she was being charged for usage outside her allowance but just accepted this and let the DDebits go (I know I know). She was shocked to be told she actually had 2 contracts on her account. My fiance had received a phone call in March 2013 from an agent called xxxx (as per retentions agent). He had called offering and ‘early upgrade offer’ because she was a valued customer and stated the price at £15.50. She accepted this upgrade deal as for a little more money she would get more allowance and a new phone. He did not inform her that this was a 2nd contract and that the total price per month was in addition to her current plan at £14.50 making the monthly cost £30.Since March 2013 she has been paying a 2nd contract which has never once been used. Not 1 second of it.
While she might be naive with bills but with paperwork she does not recall getting any contract in the post back then.
We called customer services @ 13:18. Talked to CS rep and then to the manager who will email the sales team to investigate which can take up to 7 days. (Have recorded) I have been added as a third party for access to the account. (28 min)
28/1/14
Have had no response from Orange for 14 days so have decided to call. I talked to a customer service agent who seemed slightly hostile at first. After explaining the issue all over again I was put on to her manager called Abdul.
He apologised for not receiving a call-back and again after explaining the situation he said due to the time of night in India he had no manager available but would call back the next day (within 24h). (Conversation recorded) (22 min)
1/2/14
Again we have had no call back from Orange. Called and spoke to a CS rep and after explaining the situation again we were put on hold while he spoke to his manager. The call disconnected while I was on hold (11 min) (Have recorded). The recording shows a brief moment when the call is taken off hold and background office noises can be heard before it disconnects.
Called back and again had to explain the situation. I was put on hold while she spoke to her manager and disconnections. They can’t do anything at the moment. Her manager will email the sales person/team (Just like on 14/1/14) and get back to me in 48 – 72h. I have been assured of a call-back this time. (Failed to record) (19 min)
I called back to confirm the 48 – 72h window for completeness in recording. (Have recorded) (Not added to the total min spent on the phone as it was my own fault)
6/2/14
Still no word back from orange. Called customer services and again explained the situation. After discussion I was giver a ‘direct number to a higher authority team’ on 08000792000. I was also told the name of the agent who originally made the ‘sale’ was a xxxxx on 12/3/13. This is different from what was said on 14/1/14. Must just have been a miscommunication at that time. (Recorded) (15 mins)
After calling this number it is the general sales line not a direct line to anyone.
Called back to CS and spoke to a gentleman first expressing my disappointment that I was given a general sales line and felt like I was fobbed off. After giving the number to access the account I was put on hold while he spoke with a supervisor. While on hold I was transfer to a pay as you go CS line without warning and the call ended as I was not able to enter a PAYG number. I will call 1 final time today. (Call recorded) (6min)
Called back and explained the issues I’ve had with the last 2 callers and again the problem. I was put on hold while the lady spoke with her manager. When she returned she offered to reduce the monthly bill to £6.99 for the remained of the contract but that is all she could do. When I explained the issue is the £180+ already paid and the £70+ that this arrangement would still unjustly cost, she said that her supervisor was not available. She took my number and said the supervisor will call me back within 1h. (Call recorded) (14 min)
I again did not receive a call back.
Its actually become 2 issues now. The first one which im trying to get sorted and the absolutely unacceptable way customer services have (not) handled this. They should be able to listen to that original phone call and get this sorted without all of the above! I have been extremely mannerly in all my phone calls so its not like they were trying to get a raving loon off the phone!
Even if it turns out my fiance is at fault (I am almost 100% sure she is not but until they actually look into it im stuck!) this is no way to treat customers. Some of these recordings would not put EE in a good light if anyone heard them.
Stay away from EE because if you have a problem you need sorted you will just be fobbed off/lied too/hung up on.
I have recorded all phone calls too.
Total Call time so far: 115 min (1h 55min)
14/1/14
My fiance called orange @ 12:11 to cancel her mobile phone contract and move to another provider as her monthly bills were consistently too high (prompted by me!!!). She had assumed she was being charged for usage outside her allowance but just accepted this and let the DDebits go (I know I know). She was shocked to be told she actually had 2 contracts on her account. My fiance had received a phone call in March 2013 from an agent called xxxx (as per retentions agent). He had called offering and ‘early upgrade offer’ because she was a valued customer and stated the price at £15.50. She accepted this upgrade deal as for a little more money she would get more allowance and a new phone. He did not inform her that this was a 2nd contract and that the total price per month was in addition to her current plan at £14.50 making the monthly cost £30.Since March 2013 she has been paying a 2nd contract which has never once been used. Not 1 second of it.
While she might be naive with bills but with paperwork she does not recall getting any contract in the post back then.
We called customer services @ 13:18. Talked to CS rep and then to the manager who will email the sales team to investigate which can take up to 7 days. (Have recorded) I have been added as a third party for access to the account. (28 min)
28/1/14
Have had no response from Orange for 14 days so have decided to call. I talked to a customer service agent who seemed slightly hostile at first. After explaining the issue all over again I was put on to her manager called Abdul.
He apologised for not receiving a call-back and again after explaining the situation he said due to the time of night in India he had no manager available but would call back the next day (within 24h). (Conversation recorded) (22 min)
1/2/14
Again we have had no call back from Orange. Called and spoke to a CS rep and after explaining the situation again we were put on hold while he spoke to his manager. The call disconnected while I was on hold (11 min) (Have recorded). The recording shows a brief moment when the call is taken off hold and background office noises can be heard before it disconnects.
Called back and again had to explain the situation. I was put on hold while she spoke to her manager and disconnections. They can’t do anything at the moment. Her manager will email the sales person/team (Just like on 14/1/14) and get back to me in 48 – 72h. I have been assured of a call-back this time. (Failed to record) (19 min)
I called back to confirm the 48 – 72h window for completeness in recording. (Have recorded) (Not added to the total min spent on the phone as it was my own fault)
6/2/14
Still no word back from orange. Called customer services and again explained the situation. After discussion I was giver a ‘direct number to a higher authority team’ on 08000792000. I was also told the name of the agent who originally made the ‘sale’ was a xxxxx on 12/3/13. This is different from what was said on 14/1/14. Must just have been a miscommunication at that time. (Recorded) (15 mins)
After calling this number it is the general sales line not a direct line to anyone.
Called back to CS and spoke to a gentleman first expressing my disappointment that I was given a general sales line and felt like I was fobbed off. After giving the number to access the account I was put on hold while he spoke with a supervisor. While on hold I was transfer to a pay as you go CS line without warning and the call ended as I was not able to enter a PAYG number. I will call 1 final time today. (Call recorded) (6min)
Called back and explained the issues I’ve had with the last 2 callers and again the problem. I was put on hold while the lady spoke with her manager. When she returned she offered to reduce the monthly bill to £6.99 for the remained of the contract but that is all she could do. When I explained the issue is the £180+ already paid and the £70+ that this arrangement would still unjustly cost, she said that her supervisor was not available. She took my number and said the supervisor will call me back within 1h. (Call recorded) (14 min)
I again did not receive a call back.
Its actually become 2 issues now. The first one which im trying to get sorted and the absolutely unacceptable way customer services have (not) handled this. They should be able to listen to that original phone call and get this sorted without all of the above! I have been extremely mannerly in all my phone calls so its not like they were trying to get a raving loon off the phone!
Even if it turns out my fiance is at fault (I am almost 100% sure she is not but until they actually look into it im stuck!) this is no way to treat customers. Some of these recordings would not put EE in a good light if anyone heard them.
Stay away from EE because if you have a problem you need sorted you will just be fobbed off/lied too/hung up on.
0
Comments
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Firstly, shocking re: complaint handling. If you are not happy, ask to escalate further.
Secondly - they won't have the original call recording - they aren't kept for that long and not all are recorded in the first place.
Regarding the second contract - she will have been sent paperwork with it and also a welcome letter. They are always automatically issued with a new connection. Whether it got to her, I don't know. And lastly, she really should have checked her bills before now. If it had have been closer to the time, they may have sorted it for her.
Not sure what you can do now apart from maybe write in (don't know address anymore, sorry)! Hopefully, if they can see she has never used it, they might do it. However, if she has used the phone then that might pose a problem.0 -
Anoneemoose wrote: »Firstly, shocking re: complaint handling. If you are not happy, ask to escalate further.
Secondly - they won't have the original call recording - they aren't kept for that long and not all are recorded in the first place.
Regarding the second contract - she will have been sent paperwork with it and also a welcome letter. They are always automatically issued with a new connection. Whether it got to her, I don't know. And lastly, she really should have checked her bills before now. If it had have been closer to the time, they may have sorted it for her.
Not sure what you can do now apart from maybe write in (don't know address anymore, sorry)! Hopefully, if they can see she has never used it, they might do it. However, if she has used the phone then that might pose a problem.
That's the problem! every time its 'escalated' they aren't available at the min or it needs to be investigated etc etc. Not one second of that 2nd contract has been used.
I know she really should have checked her bills closely but shes one of these people... i know i know...
I too would have thought she would have had paper work to but I know from my time in CS i could look up all post sent out so if it was there I would have expected them to say so on the first call.
Its almost at the point now were I'm MORE angry at how this has all been handled.0 -
That's the problem! every time its 'escalated' they aren't available at the min or it needs to be investigated etc etc. Not one second of that 2nd contract has been used.
I know she really should have checked her bills closely but shes one of these people... i know i know...
I too would have thought she would have had paper work to but I know from my time in CS i could look up all post sent out so if it was there I would have expected them to say so on the first call.
Its almost at the point now were I'm MORE angry at how this has all been handled.
I agree it should have been escalated properly - when I worked there, there was a proper complaints procedure in place. Unfortunately, I don't think the Orange systems show the welcome letter anywhere but they are sent automatically. I received both for my connections.
I am not wanting to put a downer on things but the might take the stance that by using the handset (if indeed she did) that she has accepted the contract.
The amount of people who used to take out a second connection just to get a new phone was unreal (I am not saying your oh did this by the way)!0 -
Anoneemoose wrote: »I agree it should have been escalated properly - when I worked there, there was a proper complaints procedure in place. Unfortunately, I don't think the Orange systems show the welcome letter anywhere but they are sent automatically. I received both for my connections.
I am not wanting to put a downer on things but the might take the stance that by using the handset (if indeed she did) that she has accepted the contract.
The amount of people who used to take out a second connection just to get a new phone was unreal (I am not saying your oh did this by the way)!
Yes she did but under the impression it was an upgrade which is an important point, and it was she who was contacted by Orange with this offer of an 'Upgrade'. She didn't call them.
From your time there are signed documents stored somewhere? Because that would clear that bit up.0 -
Yes she did but under the impression it was an upgrade which is an important point, and it was she who was contacted by Orange with this offer of an 'Upgrade'. She didn't call them.
From your time there are signed documents stored somewhere? Because that would clear that bit up.
No, unfortunately not. There doesn't need to be a 'signed' document for the agreement to be valid.0 -
Anoneemose - Hi again!
Would this not be an issue for CISAS to take a look at? It seems like OP has done everything they can to remedy the situation but again Orange EE's lack of action/response has resulted in a mess! The telephone recordings must surely go in OP's favour?
OP - Orange EE - &$%£"%*s!0 -
Anoneemose - Hi again!
Would this not be an issue for CISAS to take a look at? It seems like OP has done everything they can to remedy the situation but again Orange EE's lack of action/response has resulted in a mess! The telephone recordings must surely go in OP's favour?
OP - Orange EE - &$%£"%*s!
Very possibly but I believe OP has to wait for 8 weeks after the initial complaint before CISAS will look at it. I am not totally up on those procedures but I think this is right!0 -
That is correct.0
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mobilejunkie wrote: »That is correct.
Is that 8 weeks from the original telephone complaint or written complaint?
And thinks for the help guys 0 -
Either, but written proves the date. EE ignore complaints, so I went to CISAS as soon as the 8 weeks were up. Done that with them twice now.0
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