Orange Care? Perhaps not

masterofnumbers

I run both an orange mobile phone and an Ipad and have for the past few years, I pay one monthly bill for the both which as I understood includes insurance at £8 a month.


Today my Ipad screen cracked and on calling Orange I was shocked to be told that there was no insurance registered for the Ipad and I had only paid the telephone insurance.


Now I will be facing a £168 charge from Apple to replace the Ipad when I know for an absolute certainty that I ticked the box for insurance for the Ipad on signing up and as far as I was aware I had been paying it faithfully all the while!


Surprised at the lack of customer care from Orange who can clearly see that I have been paying insurance with them but cannot understand why I would insure an old phone but not an Ipad!


Anyone have any ideas on how to take this further? I have requested notes to be made and that I would like a call back to make a complaint but not entirely sure what can be done. I can show statements that clearly show insurance paid but it does not state phone insurance or Ipad insurance on the Orange bills which in my opinion is very unclear and leads to just this sort of issue!