07744 Orange formal complaint- next step?

rubuhoeikanaika

Hi there,

So I phoned orange to demand termination of my contract because of the T+Cs change (no more inclusive calls to 07744 numbers), but got nowhere, because I'm not on 'the list' of people who called those numbers. I was unhappy with that, so I sent a written formal complaint, demanding a response or just an acknowledgement within 5 working days.

That was delivered on 25 June (recorded delivery) and I've heard nothing. What do you suggest I do next? The way I see it, my options are:

• phone them to ask what's going on
• write them another letter chasing it up (and copy to ofcom?)
• get in touch with sunday newspapers' consumer columns
• get a solicitor to write them another letter

Any thoughts?

rubuhoeikanaika

What's a reasonable amount of time to give them to reply?

Cheers,
rubuhoe

dmg24

How many times have you used the 07744 numbers?

rubuhoeikanaika

dmg24 wrote: »

How many times have you used the 07744 numbers?

Never. But I'm not just trying to get out of my contract - I make international calls to the US on my mobile, and I heard about this 07744 dealie, and went to make a call only to find out orange had changed it 3 days earlier.

I don't think that's relevant though, the principle bothers me.

rubuhoe

dmg24

It is entirely relevant to your complaint. You cannot complain about a service that you have never used on the basis that 'I might have used it one day'.

Please, please do not waste your money on a solicitor for this.

rubuhoeikanaika

dmg24 wrote: »

It is entirely relevant to your complaint. You cannot complain about a service that you have never used on the basis that 'I might have used it one day'.

Please, please do not waste your money on a solicitor for this.

Firstly, I am assuming you are not a lawyer. It is good internet etiquette to note that on posts offering legal advice.

Secondly, most solicitors in my area offer a free initial consultation.

Thirdly, I am not complaining about a service. I am complaining about Orange varying the terms of my contract to my detriment. Here's my position: I used to have the right to call these numbers, now I don't. That I never exercised that right in the past is irrelevant - it is detrimental to me that I once had that right and I don't anymore.


rubuhoe

redux

rubuhoeikanaika wrote: »

Never. But I'm not just trying to get out of my contract - I make international calls to the US on my mobile, and I heard about this 07744 dealie, and went to make a call only to find out orange had changed it 3 days earlier.

I don't think that's relevant though, the principle bothers me.

rubuhoe

Then look for some alternate ways to call USA, either from your inclusive minutes or for from a ha'penny a minute on top - plenty of articles and threads worth reading around here

Spending a couple of hundred pounds on solicitors in pursuit of a non-existent point of principle would be a total waste of money.

rubuhoeikanaika

redux wrote: »

Then look for some alternate ways to call USA, either from your inclusive minutes or for from a ha'penny a minute on top - plenty of articles and threads worth reading around here

Spending a couple of hundred pounds on solicitors in pursuit of a non-existent point of principle would be a total waste of money.

Thanks, that's some good advice - I'll look into that.

In any case, the solicitor's letter is one of only 4 options I mooted. All the others would be free (or nearly so).

rubuhoe

dmg24

I am not a solicitor, however I am a law graduate, and never give advice without knowing my facts. If I do not know something for sure, then I will not write it.

OfCom have already looked into this matter, and have said that Orange have done nothing wrong.

Are you sure that you do not wish to end your contract because you are moving to the USA next month?!!

rubuhoeikanaika

dmg24 wrote: »

I am not a solicitor, however I am a law graduate, and never give advice without knowing my facts. If I do not know something for sure, then I will not write it.

OfCom have already looked into this matter, and have said that Orange have done nothing wrong.

Are you sure that you do not wish to end your contract because you are moving to the USA next month?!!

(1) I find that extremely dubious- I know many lawyers, and none I know ever state things like that with certainty, and certainly none would offer a pronouncement like that without at least tagging on "I am not a/your lawyer".

(2) That's interesting, and that would be the end of it for me. Can you point me to the Ofcom decision, is it online? Where did you hear this?

(3) Your explanation points and ability to use the search function notwithstanding, no that doesn't matter to me. I only have a few months left, and the cost to buy out of my contract would be less than £100, a drop in the ocean for me considering my recent windfall.

rubuhoe

dmg24

Reporting post http://forums.moneysavingexpert.com/showpost.html?p=459635

Or maybe they are lying too?

All because you don't like what I am saying, it does not mean I am wrong!