Orange charging cancellation fee - out of contract

greensalad

Hi everyone.

I've been with Orange for a number of years and have found a deal they can't match. So I am going elsewhere.

I'm on a sim-only contract which was 12 months. The contract started in January 2013 and I didn't renew per se, but let it move to a rolling contract. At least I thought. I never signed or agreed to anything and was not sent any correspondence after 12 months. But my phone line stayed working and I've been paying regularly so I assumed it was just a rolling contract.

I just tried to cancel and Orange want to charge me £30 for the pleasure of cancelling. I would understand this if I'm still in contract but no new contract agreement was signed, so how can they do this? Can I complain to anyone about this? It seems totally unfair to deny someone being able to leave your organisation after their contract is well and truly (a whole year) up.

I should point out that I am completely happy to give the 30 days notice, I just wanted to get the ball rolling and I don't see how I can be charged simply for giving notice of cancellation.

Silk

What explanation do they give for the £30 charge ?

greensalad

Silk wrote: »

What explanation do they give for the £30 charge ?

That they have to charge a £30 cancellation fee to end a contract. I said that I was on a rolling contract but he said they charge to end contracts regarding of if they're rolling or not.

I can't find any information as the original contract paperwork I has only pertains to fees for ending contracts early, which I'm not doing.

Tony5101

the charge is probably the pro-rata charge until the end of your minimum term plus the normal 30 days notice that you need to give..

Edit - sorry - just noticed that you'd said 2013 the contract started.
In which case, are you part way through a billing month? - plus the normal 30 days? Does that bring you close to the amount they've quoted?

Silk

greensalad wrote: »

That they have to charge a £30 cancellation fee to end a contract. I said that I was on a rolling contract but he said they charge to end contracts regarding of if they're rolling or not.

I can't find any information as the original contract paperwork I has only pertains to fees for ending contracts early, which I'm not doing.

Ring them back and ask someone else, if they say the same ask them to show you where it is on the T&C's

Silk

Tony5101 wrote: »

the charge is probably the pro-rata charge until the end of your minimum term plus the normal 30 days notice that you need to give..

There is no minimum term it was a rolling contract since 2014

Tony5101

Silk wrote: »

There is no minimum term it was a rolling contract since 2014

Yes - just noticed the 2013 etc...post is edited

Collabora

Silk wrote: »

There is no minimum term it was a rolling contract since 2014

on a rolling contract you are in effect on a 30 day contract, which is renewed each month, so still a contract, which you want to cancel.

Silk

Collabora wrote: »

on a rolling contract you are in effect on a 30 day contract, which is renewed each month, so still a contract, which you want to cancel.

Yes it is which is why there is a 30 day notice which needs to be given. The OP however has been told there is a £30 cancellation charge.

greensalad

Yes I should say I am happy to pay my last bill.

And no, my monthly bill is £12 a month so the £30 is nowhere near close to my last bill. And it's described as being a "cancellation charge" not the payment due on my contract.

mobilejunkie

Make a formal complaint in writing. If they refuse to waive or repay the excess or ignore you for 8 weeks you can then complain to CISAS; I would also then ask for £25 compensation in addition to the excess money they took. EE will then cave without a fight and pay what you ask - provided you have all this in writing so can prove the details.