Fuming with Orange/EE

lil_louus

Hi
Can anyone help with this?
After taking out an 18 mth contract with Orange in 2012 and losing signal completely after EE had taken over I had come to the end of my tether and wanted to end my contract 2 mths early. I was told I would have to pay an early termination charge ETC which I wasn't happy about as I had been a loyal customer for 10 yrs and so they gave me a Port Authorisation Code to transfer my number to another provider.


So I unlocked the phone and went to Vodaphone - no problems with them. I wrote a letter to complain about the ETC so as an goodwill they said they would refund it.


Now a month later I am being charged the month I cancelled in (OK fair enough) and because they cut me off and I used the PAC to go to vodaphone they had to reconnect me so I have to pay another months charges,(?!) then they want £20.42+VAT for handset unlocking and £21.75+VAT for the PAC??!!


Surely this is unreasonable?? There was no mention of a charge for the PAC, no mention of having to reconnect me to do it?!


As a goodwill gesture they will refund the PAC but my gripe is why should I pay for a months line rental when I wasn't told...


Am I being unreasonable??
TIA

Handsome90

Why did they have to reconnect you if you went to Vodafone?

I don't think they can charge for providing PAC

lil_louus

They have now referred me to a debt recovery agency!! I have even paid them what I believe I owe, if they have wavered an early repayment charge how can they try and charge me for a month that I'm not even connected for?

mobilejunkie

It's not the charge you should be concerned with; your external credit files are now trashed and will remain so for the next 6 years.

The only way you're likely to get this sorted is to send a formal complaint to them at [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL] and after 8 weeks (during which time they will ignore you) go to CISAS and take the complaint to them. It's all on-line but there's no faster way of speeding things up. Orange are abysmal so you'll be wasting time listening to reassurances and false promises at best from them.

[Deleted User]

I think EE/Tmobile/Orange are used to charge absurd amount of money from people who decided to leave them in the final bill. I was charged hundreds of pounds in my final bill included the cost of Early termination and I wrote an email to the Executive office as advised by other MSE members in another thread. Nothing from the company yet, not even a single reply from them to say that they have received my email/complaint.
So I am still waiting for an outcome. I believe this will take some times to solve and you just have to continuously follow up the case until it is sorted.

mobilejunkie

You'll wait forever.

I have terminated dozens of contracts with this network and never paid one penny extra. Sounds like you terminated before the minimum term, in which case you won't get anywhere even if you do as previously advised.

diamonds

Register your complaint with Ofcom, get a reference code of that complaint when making complaints about EE, that code quoted to EE seems to move them, it also lets Ofcom record a high volume of the same complaints which flag up issues for Ofcom to look at.


You should complain to Ofcom and get a reference code before you even start a complaint with any telco, they then know you mean business.

gjchester

diamonds wrote: »

You should complain to Ofcom and get a reference code before you even start a complaint with any telco, they then know you mean business.

Ofcom do not deal with individual complaints, you need CIFAS (http://www.cisas.org.uk/) however you need to go though the networks complaint procedure to get a deadlock letter or get no reply to a complaint by emailing the complaints address (better still put it in a letter and send it recorded post so you have proof they received it) before you can move on to CIFAS.


If you go to CIFAS without a deadlock letter or any indication you have complained to the network they will simply refer you back to the network, as many complaints can be resolved with out CIFAS intervention.


In this case the OP wanted to leave 2 months early, was told there was a ETF and sill moved 2 months before minimum term, By using the PAC the Orange account was closed early and hence the ETC due.


Charging for the PAC and unlocking is unusual, but permitted (assuming the network supplied the unlock code).




Loyalty counts for nothing these days, if the OP has a letter stating they will waive the ETC Charges then they may have a case, if it was a call or text saying they will be waived is legally just as valid as a letter, proving it may be very difficult.

Anjinsan

Help with EE raising monthly bills by 2.7%. they did not warn us at the point of sale last year and just send out a matter of fact letter. what can I do about this? sems they can just adjust your contract without any recourse, and harge you for they privillege if you don like it

balletshoes

Anjinsan wrote: »

Help with EE raising monthly bills by 2.7%. they did not warn us at the point of sale last year and just send out a matter of fact letter. what can I do about this? sems they can just adjust your contract without any recourse, and harge you for they privillege if you don like it

just about all mobile phone providers do this.