Orange: terrible customer service;wrong bill

Stephen66

Hi,

I am having terrible trouble with Orange. I had a bill that said I had viewed forty odd megabytes of data. On the bill it said that 1mb was equivalent to so many hundred wap pages, so many emails, or so many web pages. Now I do not know what a wap page is, so I think if I had viewed 900+ of them I would know! I do not have a laptop so I have not connected one to my phone to surf the net. I phoned up and said that there was no way I could have viewed 400 web pages, I do not use the phone for emails, I do not know what a wap page is, etc. They said, "sorry, our computer is always right, pay up immediately". I asked to speak to the manager who said "sorry, our computer is always right, pay up immediately".

I wrote to their head office and had a reply which said "sorry, our computer is always right, pay up immediately". I spoke again to them on the phone 2 weeks ago and they were going to look into it again but I have had no reply. I contacted ofcom who told me to contact an arbitration service, but again, I had had no reply from them either. I have told Orange to cancel the contract because of the dreadful service.

Someone at Orange said the phone might be set-up incorrectly (to automatically go onto the internet unattended), or I might have hit a button accidentally when the phone was in my pocket, or that it could have been hijacked by bluetooth, but all the same I was still responsible for it and would have to pay in full. I am disgusted. Has anyone had any similar touble before and how did they resolve it?

Thanks.

blinko

this sounds like a problem with your phone, our shortcut buttons probably allow you to check football scores etc and wether you know it or not those are WAP pages, so if you use your phone for anything other than calls the chances are this could be it

regarding orange from their point of view a customer uses WAP pages etc and then claims that they havent !!! the only thing you can do is check the billing against the times and try to remember what you were doing at those times other than that its unrealistic of you to expect orange to believe that you will not pay your bill because of dubious WAP services you used

highlighter

Some phones have the feature to look back at your log, (what your phone has done, e.g. call,sms etc) most nokia phones have this. You could look at this to see if your phone has actually used the mb's of wap/gprs. As you dont use this feature the wap/gprs counter will be at zero (or very low).
p.s these "logs" can be reset, so this isnt definitive, just something to check.