Problems with Orange, charging for contract that is no more!

mumx3

I'm hoping someone can help, my daughter was on a pay monthly contract, it was for 2yrs which came to an end in August.

She is moving abroad in January and so did not renew and now just has a PAYG Sim.
She went into the EE shop and went through the correct process to not renew the contract, she received text to confirm that everything had come to an end.

Fast forward to yesterday when she received a letter saying they had unsuccessfully been trying to contact her and that she owes them £79.36p for unpaid phone bill, and if it is not paid then her credit rating will be affected etc etc.

She telephoned and spoke to someone in India who was very confused and agreed that the contract ended in August. She then got passed on to someone in the UK who was as much help as a chocolate teapot, he passed her on to India again, anyway 53mins later and 7 different customer service people and she has got nowhere, no one was able to offer any help or answers as to why she got the bill?

Today she went into the EE shop where she originally ended her contract and they were useless and told her to call customer services:mad:

She is at her witts end worrying about this as time is running out, she leaves the country on 10th Jan,

Where can she go from here? It seems that no one at EE/ Orange wants to offer any help, They all seem to be in agreement that the contract and number is no longer in use but can't do anything?

In the meantime she has this bill and threatening that it will effect her credit.

Thanks .

Anoneemoose

mumx3 wrote: »

I'm hoping someone can help, my daughter was on a pay monthly contract, it was for 2yrs which came to an end in August.

She is moving abroad in January and so did not renew and now just has a PAYG Sim.
She went into the EE shop and went through the correct process to not renew the contract, she received text to confirm that everything had come to an end.

Fast forward to yesterday when she received a letter saying they had unsuccessfully been trying to contact her and that she owes them £79.36p for unpaid phone bill, and if it is not paid then her credit rating will be affected etc etc.

She telephoned and spoke to someone in India who was very confused and agreed that the contract ended in August. She then got passed on to someone in the UK who was as much help as a chocolate teapot, he passed her on to India again, anyway 53mins later and 7 different customer service people and she has got nowhere, no one was able to offer any help or answers as to why she got the bill?

Today she went into the EE shop where she originally ended her contract and they were useless and told her to call customer services:mad:

She is at her witts end worrying about this as time is running out, she leaves the country on 10th Jan,

Where can she go from here? It seems that no one at EE/ Orange wants to offer any help, They all seem to be in agreement that the contract and number is no longer in use but can't do anything?

In the meantime she has this bill and threatening that it will effect her credit.

Thanks .

Staff in the EE shop cannot cancel the agreement. And just because it was not renewed, does not mean it was cancelled completely. Also, they don't usually send texts confirming that an agreement is ended so unsure what happened there - does she still have the text and if so, what exactly does it say?

When you say staff in India agreed that the contract ended in August, this just means the minimum term ended in August. It sounds like there has been some sort of mix up in relation to what actually happened.

The only thing I can suggest is trying to escalate the matter and see if speaking to a team leader or manager can help - they do have the ability to cancel the agreement with immediate effect and can credit the account. The fact that she won't have used the line since August may help her.

Silk

mumx3 wrote: »

I'm hoping someone can help, my daughter was on a pay monthly contract, it was for 2yrs which came to an end in August.

She is moving abroad in January and so did not renew and now just has a PAYG Sim.

Contracts don't come to an end they just reach minimum term, in order to cancel she would have to give 30 days notice.


Was her number transferred to the payg sim ?


Her credit rating will already have a marker against it if she has not paid the bill for 4 months, which will stay for 6 years ...how long is she going abroad for ?

mumx3

Silk wrote: »

Contracts don't come to an end they just reach minimum term, in order to cancel she would have to give 30 days notice.


Was her number transferred to the payg sim ?


Her credit rating will already have a marker against it if she has not paid the bill for 4 months, which will stay for 6 years ...how long is she going abroad for ?

She did give 30days notice, no her number was not transfered to her new Sim, she just brought a PAYG Sim card with a different number.

She received her PAC code, everything as far as she was told was sorted, she received a text message telling her that after a certain date she would not be able to use her current number.

She is going abroad for 1yr may be longer depending on how things go.

The person at Orange in India agreed with her that the contract had finished and that she could see that the phone number had not been used, but still she was unable to help her, not knowing why the letter had been sent to her asking for money?

Just don't know where to go from here, I think she should put it in a letter to Orange but have no idea where or who to send it to?

wiogs

http://ee.co.uk/help/get-in-touch

Might be of use

Silk

mumx3 wrote: »

She received her PAC code, everything as far as she was told was sorted, she received a text message telling her that after a certain date she would not be able to use her current number.

Therein is the problem, if you ask for a PAC it overrides the cancelation and if she didn't use the PAC the contract would continue

mumx3

Silk wrote: »

Therein is the problem, if you ask for a PAC it overrides the cancelation and if she didn't use the PAC the contract would continue

She was told by the guy in the Orange shop that if she did't use the PAC code it will just expire?

By the sounds of it she was given the wrong info from the shop, they really do seem to be useless unless you want to buy a phone from them, anything else and they have no clue!:mad:

Silk

mumx3 wrote: »

She was told by the guy in the Orange shop that if she did't use the PAC code it will just expire?

By the sounds of it she was given the wrong info from the shop, they really do seem to be useless unless you want to buy a phone from them, anything else and they have no clue!:mad:

The PAC expires after 30 days if she didn't use it which is correct, if the PAC was given in the text it would also have said the contract would continue if not used. If she still intended to use a PAC she would have had to request a new one after the first had expired.

grumbler

Have a look at this old thread: PAC Codes and Oranges Way to Stop You Cancelling that might explain everything.

Also, was the new Orange sim activated? IIRC this has to be done at Orange to switch from a contract to PAYG.

mumx3

grumbler wrote: »

Have a look at this old thread: PAC Codes and Oranges Way to Stop You Cancelling that might explain everything.

Also, was the new Orange sim activated? IIRC this has to be done at Orange to switch from a contract to PAYG.

Thank you for the link, I will have a read. Yes her new Sim was activated no problems at all!

Silk

grumbler wrote: »

Have a look at this old thread: PAC Codes and Oranges Way to Stop You Cancelling that might explain everything.

Also, was the new Orange sim activated? IIRC this has to be done at Orange to switch from a contract to PAYG.

Problem is it was a new sim with a different number not a transfer to payg ...they would not have issued a PAC if it was a transfer