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Roaming charge debt passed on😳

Behappy
Posts: 3 Newbie
Hiya everyone!
I am new to this site so bear with me!!
Back in 2012 my family and I went to Turkey. Whilst out there my partners mum fell ill. We decided for peace of mind to ring Orange from a pay phone to add a package to allow us to make a few calls texts whilst abroad. I asked the advisor at the end of the call if that was all sorted if I needed to do anything she said not. It was a while ago so can't remember the exact bundle but data was included.
Long story short £1700 bill. Despite buying the bundle we hadn't turned the roaming off but in my niavity when I asked is there anything we needed to do that would have been when the advisor should have... Well advised. On receiving the bill I rang straight away, the lady I spoke to was horrified and assured me she wails speak to her supervisor and get it sorted. However the phone call back was that she could do nothing. We offered to pay £500 which covered the rest of contract and was about £300 above this. Nothing. No reply. I rang and had It out again explaining how it was bad service. Why didn't they text/ring when they saw the bill was unusual as I know vodafone do this. Was told to wait for a call nothing. Again naively I thought they had seen their !!!!!! and it was over.
Till two days ago they have sold it on to Lowell and it's now £2066 (no explanation as to why it's increased!)
I'm not stupid I know I am at fault for not chasing this up but if is of gone to the papers as others have this would have been dropped. Also I read that data roaming charges are now capped and this would now be illegal!
I just want some advice. We have been working really hard to sort our credit ratings out and be debt free and this would really set us back.
Also how legit are Lowell? Can they ccj me? What do I do???
Thanks in advance😆
I am new to this site so bear with me!!
Back in 2012 my family and I went to Turkey. Whilst out there my partners mum fell ill. We decided for peace of mind to ring Orange from a pay phone to add a package to allow us to make a few calls texts whilst abroad. I asked the advisor at the end of the call if that was all sorted if I needed to do anything she said not. It was a while ago so can't remember the exact bundle but data was included.
Long story short £1700 bill. Despite buying the bundle we hadn't turned the roaming off but in my niavity when I asked is there anything we needed to do that would have been when the advisor should have... Well advised. On receiving the bill I rang straight away, the lady I spoke to was horrified and assured me she wails speak to her supervisor and get it sorted. However the phone call back was that she could do nothing. We offered to pay £500 which covered the rest of contract and was about £300 above this. Nothing. No reply. I rang and had It out again explaining how it was bad service. Why didn't they text/ring when they saw the bill was unusual as I know vodafone do this. Was told to wait for a call nothing. Again naively I thought they had seen their !!!!!! and it was over.
Till two days ago they have sold it on to Lowell and it's now £2066 (no explanation as to why it's increased!)
I'm not stupid I know I am at fault for not chasing this up but if is of gone to the papers as others have this would have been dropped. Also I read that data roaming charges are now capped and this would now be illegal!
I just want some advice. We have been working really hard to sort our credit ratings out and be debt free and this would really set us back.
Also how legit are Lowell? Can they ccj me? What do I do???
Thanks in advance😆
0
Comments
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Orange customer service is the pits, they are totally useless, they don't ring back when they say they will, they ignore written complaints. I doubt you will get anywhere with them, unless you contact watchdog, or set up camp outside there head office. Lowell's are a DCA with whom you need to be careful, I would write to Lowell's disputing the debt, give your reasons, ask for a full statement of the account as well, this will at least give you some breathing space, as they will have to refer back to Orange, which takes time.
If you still get no joy, you can refer the matter to the
Services Adjudication Scheme, and also OFCOM.I’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter0 -
Thank you for replying!!!
Is there a template letter for me to use when replying do you know?? I feel if I'd of kept records and done it properly to begin with I may be in a better situation now so wang to do it all right from now on! 👍0 -
Don't think there will be a specific template letter, but something along these lines should suffice :
Dear Mr Lowell,
FORMAL COMPLAINT
I refer to your recent letter, the contents of which have been noted.
I must inform you that this account is in dispute with Orange,
(add your reasons) (ask for full breakdown of account charges)
There complaints procedure is a complete joke, there customer service is derisory, they do not call back when they say they will, they ignore written complaints.
I have a genuine dispute about my last bill,
(add reasons for dispute)
I will not be paying Orange a single penny until this matter has been investigated to my satisfaction, and I invite Orange to start Legal proceedings if they so wish, I am more than willing to state my case in court.
I suggest you refer this matter back to your client for there urgent attention, otherwise I will lodge a complaint with the Services Adjudication Scheme, and also OFCOM.
yours sincerely
Mr BehappyI’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter0 -
Why thanks!!
I will use what you have put I think! 👍:j0
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