Orange Customer service Lack of !!!!!!!

petwaldo

A while ago my Orange contract was due to run out and rather than a new phone i found a T-Mobile sim only deal a great option.Once i changed at the end of the contract i found Orange hounding me for a payment of £14 I rang and asked why as id completed my contact and given notice i was told there was a problem with two departments not communicating and it would be resolved.Letters continued to arrive and i'd ring each time and after looking into my account id be told yes there is an issue and it would be sorted,Well it wasn't and i then had a debt company on my case with phone calls and letters threatening me .I stood my ground and eventually someone listened and i received a letter saying they would launch an investigation.Guess what all communication ceased( because someone realised i was correct)No apologies no correspondence but at least no phone demands or letters.All forgotten until i recently did a credit search prior to a loan application only to find Orange has given me a bad credit reference for a debt i didn't owe and they themselves are aware of! To cut to the chase i rang and complained again i'm told i have to message them to clear the credit reference even though they admit they are at fault i said apologises wern't enough id like compensating,rather than offer me a figure i'm supposed to tell them what i consider compensation.So please what would you think is a reasonable request for 13 months of phone calls harassment broken promises and a poor credit rating!

mobilejunkie

I wouldn't bother. If you have the letter and it's more than 8 weeks ago complain to CISAS. Provide your evidence, ask for compensation of £100 AND that they eradicate all negative entries on your external credit files (and check - they told me in writing it had been done and I found out a year later that it hadn't!), plus any amount shown as owing be written off and a formal letter of apolgy. EE will cave immediately and give you everything you demand, provided the debt was a mistake.

petwaldo

I did contact them after finding out about my poor credit reference I said I was going to Cisas due to my frequent complaints and no response they informed me they were sorry but offered nothing more than apologises even though they recognised they were at fault I would have to initiate a complaint to clear the credit reference they couldn't do that.I asked to be compensated,rather than offer me a figure I should suggest one hence the post

Silk

petwaldo wrote: »

I did contact them after finding out about my poor credit reference I said I was going to Cisas due to my frequent complaints and no response they informed me they were sorry but offered nothing more than apologises even though they recognised they were at fault I would have to initiate a complaint to clear the credit reference they couldn't do that.I asked to be compensated,rather than offer me a figure I should suggest one hence the post

I can understand that, I doubt a CS call handler would have authority to do it.
As MJ says ask for £100 or so and start the complaint.

petwaldo

The response was given by an orange team leader when I spoke to the customer service advisor and said I was going to Cisas with my complaint I was advised I needed to give them time to action my complaint before I could raise it with Cisas I did explaian I'd been complaining for 13 months,when I asked about removing the credit reference issue they couldn't do that I would have to raise it myself and I was given two email addresses to contact with details of my complaint,which kind of defeats the object of a customer service dept more like a diy store,ill ask for £100 as suggested

Anoneemoose

They should have passed you to a manager after a team leader. TLs don't normally refer to cisas. If however your account was still with a debt collection agency, they have probably just done nothing and tried to get you off the phone by the sounds of it.

When did you get the letter, what does it actually say and where did it come from/who signed it? If you don't mind me asking!