Orange deny contract ended

dc61

Hi all, wonder if anyone can give me some quick advice. I contacted Orange in August to tell them that I wanted to cancel my contract at its end date of 28th September this year (been with them for many years). I wasn't wanting the number to continue etc as already moved to new phone etc. Phone has not been used since then.

I received a letter last week saying I owe three months contract charges (although no call charges obviously). I wrote to them immediately and outlined my call to them and disputed that any money was due. No response as yet (but it was only last week).

Yesterday I received a phone call from a dreadful Customer Service Rep (so rude). I explained the situation and that I had contacted them in August etc. She denied that I had and said I had to pay the contract charges. I said I had written. She said no point writing as phone call is quicker. I pointed out that clearly a phone call doesn't work and that is what has lead to the current situation. She said "you are not listening to me. I have told you what to do, now do it". I pointed out she needed a lesson in customer service and put the phone down.

I have tried to ring them consistently since yesterday (and last week when the letter came) but the automated system is just not putting any calls through when I press the buttons (both on home phone and work phone).

My question is has anyone else had this "denial" of phone call to end contract? If so, what happened regarding the contract, charges etc. I don't want a PAC as the number is no longer required/wanted.

What advice can anyone give me please. Thanks in anticipation.

mobilejunkie

You need to make a written complaint and then complain to CISAS after 8 weeks if it's not resolved. The onus is on you to prove the contract was cancelled.

Golden rules - check all bills to ensure the cancellation has been activated and never cancel the direct debit immediately; having a wrecked credit record (and they will have already trashed it) is far worse than a couple of months' extra payments.

dc61

mobilejunkie wrote: »

You need to make a written complaint and then complain to CISAS after 8 weeks if it's not resolved. The onus is on you to prove the contract was cancelled.

Golden rules - check all bills to ensure the cancellation has been activated and never cancel the direct debit immediately; having a wrecked credit record (and they will have already trashed it) is far worse than a couple of months' extra payments.

OK, that is helpful, thanks. However, how can I prove the contract was cancelled when it was a phone call? Also, how could I check via a bill that the cancellation was activated?

Thanks again.

Update: I did send them a letter last week explaining the situation and that I had phoned to cancel. Does that constitute a complaint do you think or do I need to write a separate one today?? The tone of my letter was as a complainer!

mobilejunkie

1) You can't.

2) My Orange bills show a pro-rata charge leading up to the end of contract on the last bill within the minimum term. If not, there would be a final biull after that.

3) There was an email address (given to me by CISAS) - [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL] which was sufficient to lodge a complaint - make sure it states clearerly that is a complaint. However, that may be out of date - ask CISAS for the current email complaints address.

dc61

mobilejunkie wrote: »

1) You can't.

2) My Orange bills show a pro-rata charge leading up to the end of contract on the last bill within the minimum term. If not, there would be a final biull after that.

3) There was an email address (given to me by CISAS) - [EMAIL="complaints@everythingeverywhere.co.uk"]complaints@everythingeverywhere.co.uk[/EMAIL] which was sufficient to lodge a complaint - make sure it states clearerly that is a complaint. However, that may be out of date - ask CISAS for the current email complaints address.

@mobilejunkie - you are a STAR! :T I will get on to this right now. Thanks again.

Update - the email address is just bouncing straight back as undeliverable. :-(

dc61

dc61 wrote: »

@mobilejunkie - you are a STAR! :T I will get on to this right now. Thanks again.

Update - the email address is just bouncing straight back as undeliverable. :-(

This is their website quoted email address:
[EMAIL="complaints@idrs.ltd.uk"]complaints@idrs.ltd.uk[/EMAIL]
or
info[EMAIL="info@idrs.ltd.uk"]@idrs.ltd.uk[/EMAIL]

grumbler

Do you have the call to Orange in the call history of your phone?

Silk

dc61 wrote: »

This is their website quoted email address:
[EMAIL="complaints@idrs.ltd.uk"]complaints@idrs.ltd.uk[/EMAIL]
or
info[EMAIL="info@idrs.ltd.uk"]@idrs.ltd.uk[/EMAIL]

That's for complaining about IDRS, not for complaining to EE which is what you first need to do.

dc61

grumbler wrote: »

Do you have the call to Orange in the call history of your phone?

Unfortunately no as it was made from work. I do not have the phone in my possession anyway (my contract, son's phone).

mobilejunkie

Contact CISAS and ask them for the proper email address for complaints to Orange. It will get ignored, but as long as you've sent it and can copy that to CISAS in 8 weeks' time it will suffice.

d123

dc61 wrote: »

Unfortunately no as it was made from work. I do not have the phone in my possession anyway (my contract, son's phone).

Then you have a problem.

Without proof your complaint isn't going to get very far unless someone at Orange accepts your version (unlikely but not totally impossible). You need to escalate a complaint within Orange to try and get some sort of resolution as the chances of CISAS finding in your favour are extremely remote.

This is another case that shows why asking for and using a PAC to move a contract number onto a PAYG sim (if the number isn't ported to a new contract) is the only way to safely end a contract these days.