Misled by Phones4U or Orange. What's my next step??

DieselDiva

Anoneemoose wrote: »

Ooh I have to say I am confused now! Unless they have charged you £72 for some reason for febs bill. If you can't log in online, ask them to send you free paper bills until they sort your online account. If they refuse to do this, ask to speak to a Team. Leader.

If I could see your bills, I could tell you straight away but I realise not being able to see them is part of the problem!!

Thanks. It's so annoying. It appears it's a common problem with Orange & they don't seem to help either. I will definitely take your advice & ask for free paper bills tomorrow. The only thing I can think of is that the Phones4U guy said I would be charged £36 for the first month of my contract & then £31 after that...maybe they've taken out 2 lots of £36??! SIGH!!!

Anoneemoose

DieselDiva wrote: »

Thanks. It's so annoying. It appears it's a common problem with Orange & they don't seem to help either. I will definitely take your advice & ask for free paper bills tomorrow. The only thing I can think of is that the Phones4U guy said I would be charged £36 for the first month of my contract & then £31 after that...maybe they've taken out 2 lots of £36??! SIGH!!!

They do normally take out line rental charges in advance and can quite often mean nearly 2 months worth but that is usually only ever the the case if you have a new contract and not an upgrade.

Can I just ask - were you given a new number? That would explain everything!!!

If you do speak to them tomorrow and they send the bills, they can take a week or 2 so ask them to confirm for you from 15 Febs bill:

Balance brought forward from last month?
Charges for this month?
Payments received?
Amount due? (Should be this £21.78 if your app corresponds although that doesn't seem to be the right amount!).

Anoneemoose

Oh and can pretty much guarantee sochitel is nothing at all to do with Orange. I have never heard of them and i worked for them for yrs!

If Orange take anything off you, it will come out under Orange or EE now.

If you took insurance with your phone through phones4u then it could be that?

DieselDiva

Anoneemoose wrote: »

Oh and can pretty much guarantee sochitel is nothing at all to do with Orange. I have never heard of them and i worked for them for yrs!

If Orange take anything off you, it will come out under Orange or EE now.

If you took insurance with your phone through phones4u then it could be that?

No, I didn't take out insurance with them as I told the guy I am covered on my Home Insurance. I also kept the same number. I've just downloaded the EE app on the phone, it also says my allowance is 750mb & that my last bill was £71.23. There is just no way in the Universe I've used that.

Anoneemoose

DieselDiva wrote: »

No, I didn't take out insurance with them as I told the guy I am covered on my Home Insurance. I also kept the same number. I've just downloaded the EE app on the phone, it also says my allowance is 750mb & that my last bill was £71.23. There is just no way in the Universe I've used that.

Does it show you the full bill (with where these extra charges came from) or just the summary? And did you transfer to EE or still on Orange?

DieselDiva

Anoneemoose wrote: »

Does it show you the full bill (with where these extra charges came from) or just the summary? And did you transfer to EE or still on Orange?

Still on Orange. No the apps just show your usuage but the EE app does say my last bill was £71.23.


I phoned them this morning & spoke to someone abroad who said that the online log in will be fixed for me in 3 working days so try on Thursday. I then asked them why the apps were saying I'm only getting 750mb instead of the 1GB I'm supposed to be getting. App ( 148mb used 592mb left ) He said,' Yes, u are getting 1GB & u have 592mb remaining ( same as app says ) I told him my phone usuage from last bill date says 180mb therefore I should have 820mb not 592mb. He checked came back & said that as a 'good will gesture' by Orange I will now receive 1GB. I reiterated that I should have that anyway. He replying that it was on top of the 750mb so 1750 total. After 10 minutes it will be activated.....still waiting.


I also asked about my bill & he said that I'd gone over slightly on my usuage by £5. That doesn't come to £71 so he checked again & came back & said as a 'good will gesture' by Orange I have been recredited the £71 which means I'm back to my -£93.01. Streeeeeess!!


Orange have just this minute phoned me to tell me I've been credited the £71 back, I asked whether the data usuage had been corrected & he hesitated & said yes. I'm not holding out much hope at all though.

DieselDiva

DieselDiva wrote: »

Still on Orange. No the apps just show your usuage but the EE app does say my last bill was £71.23.


I phoned them this morning & spoke to someone abroad who said that the online log in will be fixed for me in 3 working days so try on Thursday. I then asked them why the apps were saying I'm only getting 750mb instead of the 1GB I'm supposed to be getting. App ( 148mb used 592mb left ) He said,' Yes, u are getting 1GB & u have 592mb remaining ( same as app says ) I told him my phone usuage from last bill date says 180mb therefore I should have 820mb not 592mb. He checked came back & said that as a 'good will gesture' by Orange I will now receive 1GB. I reiterated that I should have that anyway. He replying that it was on top of the 750mb so 1750 total. After 10 minutes it will be activated.....still waiting.


I also asked about my bill & he said that I'd gone over slightly on my usuage by £5. That doesn't come to £71 so he checked again & came back & said as a 'good will gesture' by Orange I have been recredited the £71 which means I'm back to my -£93.01. Streeeeeess!!


Orange have just this minute phoned me to tell me I've been credited the £71 back, I asked whether the data usuage had been corrected & he hesitated & said yes. I'm not holding out much hope at all though.

Have now been given 717mb 'extra' not 1GB as told. But well, I'm not grumbling as 467mb more than my original should've been 1GB isn't bad....until I await my next bill anyway.


I also received a text to say that I was now back to £93 in credit. That has not happened on either the EE app or the Orange one. But at least I have that in writing of some sort. I will wait til Tuesday & if it hasn't gone back up to £93 in credit I'll call them. It just really baffles me how they don't have a clue why they charge you what they charge you by mistake then make out they are doing you a favour by giving you back what's rightfully yours.