07744 Orange formal complaint- next step?

rubuhoeikanaika

dmg24 wrote: »

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!

You're right, I don't like what you're saying. But that's not why I think you're wrong - I just think you're wrong. You see the distinction?

Thanks for the link, I've already seen it. What Ofcom appears to be saying there is that only BT (and not Orange) is obliged to offer access to numbers like that without charging a premium. Fine, that makes sense.

My complaint isn't that Orange charges for calling the numbers. It is that Orange just introduced those charges, thereby varying the terms of my contract to my detriment.


rubuhoe

Human_Writes

rubuhoeikanaika wrote: »

My complaint isn't that Orange charges for calling the numbers. It is that Orange just introduced those charges, thereby varying the terms of my contract to my detriment.

rubuhoe

Can I ask which term of your contract you think Orange have changed to your detriment?

From looking at other posts on this site and elsewhere and Orange's announcement they appear to have changed their prices and the terms of your tariff/offer, not the terms of your contract when they introduced the changes to the way they charge for 07744 and 07755 numbers:

http://www1.orange.co.uk/termsupdate/

Orange also appears to have the right under section 15.1 of their contract with you to increase their charges. You'd be entitled to disconnect if they have increased your charges by more than the All Items index of Retail Prices under 4.3 and 4.3.1 of their contract with you, but only for that reason.

I can't see that Orange's changes to the way they charge for 07744 and 07755 which they are entitled to do in accordance with the terms of the contract, amends or changes the terms and conditions of your contract/your rights under the contract at all, so IMO you'd have a problem arguing they've changed the terms of your contract to your detriment.

Charges seems to be fairly ambiguously worded under section 4.3.1, you could argue that they have increased the charges for these numbers by more than the All Items Index of Retail Prices which I've seen quoted at somewhere between 2.5 and 5%. Equally Orange could and do as far as I can see, argue that if you haven't used the service before or have only used it occassionally, the increase in charges for these numbers will not result in an increase to your monthly bills of more than the All Items Index of Retail Prices and you can't disconnect in line with 4.3.1 of your contract. I'd assume Orange base their argument on an an analysis of the way you've used these numbers in the past, hence, the list of customers that are eligible to disconnect. Seems to me it's arguable either way, charges can be interpreted as a one off charges increases or collectively to mean an increase to your total monthly bills which is higher than the All Items Index Of Retail Prices.

If it went all the way legally speaking and you had to argue your point in front of a County Court judge, you might find them unsympathetic if you'd never used the service before or only used it on a minimal basis, they'd probably take the view that it was a pointless claim.

Hope this is of some help

In the interests of etiquette I am a paralegal