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

grumbler

mumx3 wrote: »

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.

The shop staff !!!!ed up and misinformed her then, that is hardly is a surprise.
Normally, when you switch from contract to PAYG at Orange they send you a new sim, and as soon as you activate it the contract gets terminated and the number gets transferred to the new sim.

Complain.

mumx3

Silk wrote: »

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

I can see now what's happened, but when you go in store and are told what to do in order to end your contract by supposedly a trained member of staff and follow their instructions to the letter, you don't expect this to happen, she was never told about the contract not ending unless she used the code.

They were aware of her suitation and that she was going onto a PAYG, they told her she had to get a PAC code, when in fact it doesn't look like she needed one.

The guy in store even took her old Sim out of her phone saying its all now cancelled and put in the new PAYG Sim card for her.?

Marktheshark

Another victim of the PAC code Scam.

Silk

mumx3 wrote: »

I can see now what's happened, but when you go in store and are told what to do in order to end your contract by supposedly a trained member of staff and follow their instructions to the letter, you don't expect this to happen, she was never told about the contract not ending unless she used the code.

Whilst it would have been courteous for them to explain about the contract not ending they are not obligated to do so. They are however obligated at the point of issue of the PAC which is why it would have said so in the text.

mumx3 wrote: »

They were aware of her suitation and that she was going onto a PAYG, they told her she had to get a PAC code, when in fact it doesn't look like she needed one.

She wouldn't need one, and in fact couldn't use one if she was staying on the same network. If she was remaining on Orange they should just have done a transfer.

mumx3 wrote: »

The guy in store even took her old Sim out of her phone saying its all now cancelled and put in the new PAYG Sim card for her.?

How did she get the PAC text if she wasn't using the old sim card ?

grumbler

Marktheshark wrote: »

...the PAC code...

The 10 worst acronyms if you’re a pedant (grrr)

The word pedants’ top 10 are also worth mentioning as I think it supposed to be 'bought' in the post #4.

Anoneemoose

Was she taking a payg on another network? If so, she was given the correct info about the PAC. It DOES expire after 30 days. I also believe the text that is sent confirms this and explains that if that happens, the conttract continues. In addition, a letter is also sent explaining the above.

Not sure what more they (Orange) could have done to be honest.

mumx3

Anoneemoose wrote: »

Was she taking a payg on another network? If so, she was given the correct info about the PAC. It DOES expire after 30 days. I also believe the text that is sent confirms this and explains that if that happens, the conttract continues. In addition, a letter is also sent explaining the above.

Not sure what more they (Orange) could have done to be honest.

Just talking to daughter now and she got her PAC code given to her over the phone, she has never received anything in the post with T&C on, When she got given the code she was assured that if she didn't use it in 30 days it would automatically expire along with her contract.

After the 30days she went into store to get a Sim only deal still with Orange, she double checked with the assistant that her contract had ended and final bills were settled, the guy then confirmed that was the case, he then took out her old contract Sim and put in the new PAYG.

We can't see that she has done anything wrong, she done everything she was told, and has not received or heard anything from them until the letter dropped through the door.

Silk

mumx3 wrote: »

Just talking to daughter now and she got her PAC code given to her over the phone, she has never received anything in the post with T&C on, When she got given the code she was assured that if she didn't use it in 30 days it would automatically expire along with her contract.

She wouldn't get anything in the post that doesn't happen. and she won't have been told the contract will expire if she doesn't use it ...... if she feels that is the case ask for a recording of the conversation.the story has now changed as you said she was advised of this by text ????

mumx3 wrote: »

After the 30days she went into store to get a Sim only deal still with Orange, she double checked with the assistant that her contract had ended and final bills were settled, the guy then confirmed that was the case, he then took out her old contract Sim and put in the new PAYG.

In that case why on earth did she as for a PAC 30 days earlier if she intended to stay with Orange, it would be far easier to ask for a transfer to payg when she first visited the store 30 days earlier

mumx3 wrote: »

We can't see that she has done anything wrong, she done everything she was told, and has not received or heard anything from them until the letter dropped through the door.

What she has done wrong is not to use the PAC and ignore the fact that the contract will continue if she doesn't
If she didn't intend to use the PAC she shouldn't have asked for one at the time.
If she agreed to a PAC at the time of cancelation and didn't use it the contract continues...end of story
If she then claims to go back 30 days later and buy a sim only instead of a payg the PAC would have run out and she could have asked for a transfer to payg or sim only ....if you wish to claim being miss sold you need to get the story straight as to what happened.
Clearly when she went in the first time and hadn't decided what to replace the contract with it's no surprise she asked for or accepted a PAC, when she went in the second time she should have explained she had a contract which she wished to transfer to sim only and they would have done it.

grumbler

Silk wrote: »

....she won't have been told the contract will expire if she doesn't use it ......

How do you know? I expect any nonsense from shop sales people in a shop.

if she feels that is the case ask for a recording of the conversation.the story has now changed as you said she was advised of this by text ????

Recording of the conversation in a store?
Re the text, the original story was that it confirmed "that everything had come to an end". Not that I am saying that the story was true.

In that case why on earth did she as for a PAC 30 days earlier if she intended to stay with Orange, it would be far easier to ask for a transfer to payg when she first visited the store 30 days earlier

Orange are notorious for giving PAC "just in case", especially if she didn't have any clear plan originally.

What she has done wrong is not to use the PAC and ignore the fact that the contract will continue if she doesn't

Unlike you and me, many people don't know this 'fact' and aren't supposed to know. The T&C keep silence about this 'fact' either and say only about the notice - without any stipulations. And the T&C is the only legal document - unlike some internal and not intuitive procedures in the 'industry'.

MikeWhite

grumbler wrote: »

Recording of the conversation in a store?

I assume it means recording of the conversation of the phone call that gave her the PAC?

I have requested many PACs and every single time it has been explicitly explained what happens if they are not used. Not that that proves anything in this case...