Anyone cancelled Orange in Wriiting?

Reams

Orange have told me that daughter must phone them on 450 to cancel her contract which is costing £85 pm. They know she no longer has a phone or orange number as I reported it stolen.
She is currently in Vietnam and I managed to get a new iPhone out to her for which she bought a Vietnamese Sim card so cannot ring 450.
Anyone cancelled them by writing?

davethorp

Not specifically orange but I've cancelled with 3 and O2 in writing many times. No service provider should ignore a written cancellation request especially if it has been sent by recorded delivery so you have proof it was received

d123

Reams wrote: »

Orange have told me that daughter must phone them on 450 to cancel her contract which is costing £85 pm. They know she no longer has a phone or orange number as I reported it stolen.
She is currently in Vietnam and I managed to get a new iPhone out to her for which she bought a Vietnamese Sim card so cannot ring 450.
Anyone cancelled them by writing?

Unless it's changed the only method Orange would accept was via the phone (their claim was that can't ensure it's the contract holder doing the cancellation via other contact).

Having said that, 450 is PAYG customer services, you would need to be calling 150 for contract CS, or from a non Orange phone 07973100150 (+447973100150 from abroad).

Jon_01

Can be a bit iffy though. You have to clear security (to prove you are you. You wouldn't want some else writing in to close your acc!). So it tends to be safer to call and cancel.

Reams

d123 wrote: »

Unless it's changed the only method Orange would accept was via the phone (their claim was that can't ensure it's the contract holder doing the cancellation via other contact).

Having said that, 450 is PAYG customer services, you would need to be calling 150 for contract CS, or from a non Orange phone 07973100150 (+447973100150 from abroad).

Thanks, I've sent her that number to call them.
She may as well make a costly call as the alternative is an ongoing £85 pm!

Reams

Jon_01 wrote: »

Can be a bit iffy though. You have to clear security (to prove you are you. You wouldn't want some else writing in to close your acc!). So it tends to be safer to call and cancel.

I understand, but they allowed me to report her phone stolen and to block it without any security questions.
Just as well as she had no phone to do so.

Reams

davethorp wrote: »

Not specifically orange but I've cancelled with 3 and O2 in writing many times. No service provider should ignore a written cancellation request especially if it has been sent by recorded delivery so you have proof it was received

I would think they have to accept in writing as you say.
They make it so difficult to get out of a contract.


Thanks all.

Anoneemoose

Reams wrote: »

I understand, but they allowed me to report her phone stolen and to block it without any security questions.
Just as well as she had no phone to do so.

They allow this because it safeguards the customer and the network against unauthorised usage/charges. It doesn't happen often that someone will wrongly report a phone lost or stolen but if they do (for example, as a 'prank') it is very quickly rectified.

On the other hand, if someone phoned to say a phone was lost/stolen but the network didn't block the account, who would then be liable for the costs incurred if it was used fraudulently?

And yes, they request disconnetion requests to be processed over the phone so they can verify the account holder. As pps have said, anyone can write in and they could not verify that it was the account holder. Whilst I appreciate the circumstances, it is hardly the Orange's fault your daughter cannot call.