How do you see your final bill after leaving Orange/EE?

mrs_scrooge

My Orange contract finished and I've moved elsewhere. Question is how do you check your final bill as they stop access to your online account before they bill you for the last time? This is the message you get every time you try to log in.

Sorry, we're having some technical issues - please try again. If there are still problems, please try our help & support.

I've waited expecting a letter instead but nothing. What looks like the final Direct Debit (for a reduced amount) was taken on 4th August.

Do they not have to show you how they've calculated their charges by law??

MataNui

The Orange website hasnt worked for months. I cancelled my contract yesterday (partly because of their complete inability to fix the website) and was told i would get a confirmation letter and final bill by post. Since its only yesterday i gave notice i probably wont get either for a while.

I also recorded the conversation in case they try to claim i never cancelled.

mrs_scrooge

Thanks, didn't occur to me that the website was actually down as I'd seen that message for so long!

I used my pac code about a month ago - no letter yet!

phona

I saw the same message when I closed my home broadband account with them. I was due a refund and I knew how much I thought I was owed; and that same amount arrived in my account as expected so I didn't pursue it.
If you want to see a bill, phone them and ask for a paper bill. Don't let them charge you for the privilege though. They're just the right mix of incompetent and malicious to try that.

mrs_scrooge

So I finally called them and got through to an overseas call centre and they said I couldn't access the website as I'd ended the contract, which is what I originally assumed. Only option was to pay £3 for a paper bill or have them explain it to me.

It was not a good experience, spoke to 2 people and it took me back years ago to NTL cable days and their overseas call centres. Talking to someone and they don't get the point you are making

I'm left thinking I need to pay the £3 or trust their calculations. Wish I'd at least saved a copy of a previous bill. And of course I'm now paying for the phonecalls to them as I'm no longer with Orange/EE.

MataNui

mrs_scrooge wrote: »

So I finally called them and got through to an overseas call centre and they said I couldn't access the website as I'd ended the contract, which is what I originally assumed. Only option was to pay £3 for a paper bill or have them explain it to me.

It was not a good experience, spoke to 2 people and it took me back years ago to NTL cable days and their overseas call centres. Talking to someone and they don't get the point you are making

I'm left thinking I need to pay the £3 or trust their calculations. Wish I'd at least saved a copy of a previous bill. And of course I'm now paying for the phonecalls to them as I'm no longer with Orange/EE.

No, they are wrong they cannot charge you for a final bill. They are not allowed to take a penny from you unless they issue you with a bill. Its probably worth making a complaint with the ombudsman since its basically a legal issue and will make more trouble for them than you.

KEM

I got details of my final bill by contacting them through Facebook and using Private Messages (Messenger I guess) to give details.

They weren't exactly fast at responding but I did get the details I needed after about a week.

DerbyPensioner

Sent me a paper bill. Watch for the cancellation charge which in my case shouldn't have happened. Only £2.38 but a nice earner as people leave in droves. phoned and they promised to cancel it but they still actioned the DD. Can't be bothered to chase but I have cancelled the DD with HSBC.