Orange is charging for calls made from phone-line in previous residence.

emgray

Hi,
I came across a problem today with my mother's Orange home broadband payments going back till at least to January this year (as far as the site shows).

She seems to be being charged for calls which are made in a house where we used to live in 2010.

The normal monthly charge for the broadband is £7.50 but in the last couple of months her bills show the broadband charge but also charges titled 'Usage summary for 44208.......'(ranging from £11 to £55 extra).

My mother has never noticed this but after I had a look at the bills; in the past couple of months they have overcharged her by nearly £150.

I've also had a look at her bank statements for 2013 and they all seem to be fine though I don't know about previous years (she's been at the current house since 2010).

Some help and/or advice will be very much appreciated.

JJ_Egan

How do you know the calls are made in that house ??
Did she actually cancel the contract in the old house .

emgray

I can't be sure that the calls are being made in that house but that is the number that is on the bills (see below):



The weird thing is that we only got Orange broadband when we came to the current residence and me nor my mother remember having it in the old house. The only thing that connects the old house to Orange is that my mother had (and still has) a mobile phone contract with them.

emgray

Problem was solved and refund was given.

Thread can be closed.

macman

Then it would be helpful if you could explain what the issue (and solution) was? Others might have the same issue and benefit from your input.
Threads don't get closed, they remain forever...

emgray

Ok.

So when I first spoke to Orange I ended up speaking to someone who said that even though Orange was the one charging us for the old phone-line, I would need to talk to BT (who we pay for calls and line-rental) to sort out the refund because we supposedly hadn't told them we're moving to a new residence.

I called BT, explained everything and the lady said that the old line had not been active since 2010 and if we had any further problems with Orange to arrange a conference call between us.

On my second call to Orange I explained the problem again and after a while on hold the person got back to me mentioning that he couldn't say much but that it was a fault on their side as someone hadn't logged out after dealing with our account and something had got screwed up.

The refund will be given to my mother in the next billing cycle.

brewerdave

emgray wrote: »

Ok.

So when I first spoke to Orange I ended up speaking to someone who said that even though Orange was the one charging us for the old phone-line, I would need to talk to BT (who we pay for calls and line-rental) to sort out the refund because we supposedly hadn't told them we're moving to a new residence.

I called BT, explained everything and the lady said that the old line had not been active since 2010 and if we had any further problems with Orange to arrange a conference call between us.

On my second call to Orange I explained the problem again and after a while on hold the person got back to me mentioning that he couldn't say much but that it was a fault on their side as someone hadn't logged out after dealing with our account and something had got screwed up.

The refund will be given to my mother in the next billing cycle.

...hope you got (or asked for) something in writing - EE (HORRANGE) are famous for denying that phone calls ever took place!!!!:(

emgray

Oh boy, I actually didn't think about that.

I guess the only thing that can be done now is to wait till the next billing cycle (when the guy said we would get the money back), see if the refund has been given and if not, call them again right?

emgray

Part 2:

So the refund was given as promised but on this month's bill there are again charges for calls made on the old number.

This month the extra charge is £22 and for the next bill the charge is already at £60.

I'll be calling them tomorrow morning to get a refund for the £22 and stop the extra cost in the next bill but I don't want this cycle to keep repeating itself every couple of months. Not sure how to permanently sort this out.