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

mumx3

Ok just rang the number asked on the latest letter, spoke to an English guy and he asked why she was calling on that number and didn't want to help at all!!!

He transferred to the disconnections team, she is on hold ,they are very busy!!

grumbler

Marktheshark wrote: »

You could raise a complaint to Orange and the raise to the regulator for unfair contract term detrimental to the contract.

What "unfair contract terms"?
The contract says nothing about PAC.

wiogs

mumx3 wrote: »

Soryy for the confusion, I will try and explain.

She originally went into store and explained that she did not want to continue her contract as moving abroad.

Was told she had to give 30 days notice, this she did.

She went into store as she was not too sure at this point as to weather to keep her number or not, or what she would do re a phone.

She was told she needed a PAC code in case she wanted to keep her number, and that she had 30 days to use it. They tried to sell her a 6 month contract but she declined.

She received a text on her old phone telling her that she had until ## date and then she would not be able to use that number anymore, she knew that as the date they stated was the end of the 30 day PAC, so she knew that her phone number would no longer be in use.

Just before the 30 days (i think the day before) she went back into store and told them that she had decided to go on PAYG, and not keep her old number.

She brought the Sim and the store took her old Sim out and replaced it with the PAYG sim.

She asked the guy if that was it, that her old contract had finished and was her account all up to date. He said YES all finished.

She left the shop with the same phone but a new number and didn't hear a thing until the demand for payment dropped through the door 3 days ago.

The letter said that they had been trying many times to contact her re late payments??? Not sure in which ways they had tried as she had not received a single thing from them until the letter.

In all the time she spent in the shop she was NEVER in formed about the PAC business and the account would still run, the guy in store knew exactly her suitation and that she had a PAC code but said nothing to her about it.

So I still don't think she has done anything wrong, she could not of know about the contract continuing as she was never told.:mad:

I wonder if the issuing of the PAC over rode her cancellation?

If she didn't use the PAC then her phone number and contract continue on.

Marktheshark

Get a written address for complaints, anything said over the phone is worthless, put the complaint in writing that they have instigated an unfair term in to the contract by failing to cancel the contract after notice was served, await the generic reply then take it to ofcom.
State in the complaint that you are starting the regulator complaints service and fully intend to take the compliant to the regulator.

Orange really dig their heels on over this pac code "scam" what else it could be I dont know.
They certainly make sure you get the message not to use them in the future.

grumbler

wiogs wrote: »

I wonder if the issuing of the PAC over rode her cancellation?

It did. This is how the procedure works and what Orange were supposed to explain thoroughly to the customer because the T&C didn't say anything about this.

That said, I can be wrong, but something makes me thinking that the daughter is a sort of person who could have easily missed/ignored the information given to here.

mumx3

grumbler wrote: »

It did. This is how the procedure works and what Orange were supposed to explain thoroughly to the customer because the T&C didn't say anything about this.

That said, I can be wrong, but something makes me thinking that the daughter is a sort of person who could have easily missed/ignored the information given to here.

No if you knew my daughter she is quite the opposite, she is very thorough, makes notes on everything, has a 1st class honors degree in business management and is very switched on, especially where money is concerned;)

At no time were the T&C stated to her!

BTW she is still on hold this time with India!!

And so we wait.....:mad:

grumbler

I think you are wasting your time on phone calls.

wiogs

mumx3 wrote: »

No if you knew my daughter she is quite the opposite, she is very thorough, makes notes on everything, has a 1st class honors degree in business management and is very switched on, especially where money is concerned;)

At no time were the T&C stated to her!

BTW she is still on hold this time with India!!

And so we wait.....:mad:

She will have written confirmation of the cancellation of the contract then and noted the names of those who informed her that it was indeed cancelled.

This will certainly help.

mumx3

Oh there's a surprise, he put her on hold for 14mins then cut her off!

mumx3

wiogs wrote: »

She will have written confirmation of the cancellation of the contract then and noted the names of those who informed her that it was indeed cancelled.

This will certainly help.

She was never offered any written confirmation, she has it all written down as she spoke to the guy on the phone, her PAC code, lasts 30days, etc but no she never got his name, mistake on her part I know, but something I guess she never thought she would need, if they had done their job properly in the first place .....