Orange Have cancelled my 500 texts

billie19

I signed up in Oct 2003 for the 200 minutes and 500 texts talk plan for £30 per Month.
In Nov 2004, I upgraded by handset and the Operator told me that my call plan would just carry on...

This morning my latest bill dropped rather heavily through my letter box..!

Instead of the normal £30, my bill has now reached £60, and that I am being charged for my text messages.

I contacted Orange, to be told that the 500 texts were
'12 month offer that had been extended to 18 months and this had now ended and all text messaging was now charged at the standard rates'.
I asked for a call back from a manager,after checking through all of my contract details for this information and ....surprise suprise, there is no mention of this talk plan being for a limited period !!

When the manager called back, she admitted that there had been a large volume of complaints concerning this matter from Orange contract users this week and that the matter had been sent to Head Office for the 'Management' to review...

I asked for my £30 worth of texts to be credited or for the 500 texts to be put back onto my account till sorted, but she declined.

As far as I am concerned - A contract is a two way thing and cannot be altered by either party without the others consent.

Has anybody else had this issue with Orange, and what should I do next, as I am still in contract with 6 months to run?

charlie12

Send a a recorded letter, always works.

Customer Service Department
P.O. Box 10
Patchway
Bristol
BS32 4BQ

mike_wall15

I signed up for the same contract (200 mins, 500 texts) in august 2003 and it said that the 500 texts were for 12 months in the T&Cs plus on the main webpage.
In July 2004 I received a text saying they were extending the 500 free texts for another 6 months free of charge, but at the same time I rang Orange to get an upgrade, and made sure I got another 12 months of 500 texts, because I didn't want to run out half way through, they do anything to keep you...

It's now coming up for another upgrade, and I'll be asking for 12 months of 500 texts.

I don't think they have done anything wrong, they clearly mentioned the offer was for 12 months, and they were kind enough to offer you another 6 months for free.

Sorry to break the bad news to you.

Mike

matrix999

When you did your upgrade did you do this through the Retentions Dept?

billie19

matrix999 wrote:

When you did your upgrade did you do this through the Retentions Dept?

Yes I did.

They said I would be able to keep everything on my plan.

That's why I stayed with Orange.

The other provider (vodaphone) weren't dong that offer, so i benefited from remaining with Orange with the 500 texts.

I have only ever recieved the invoice doc that comes with the upgrades, as I have been with Orange for years...

You would think that the operator would of made me aware of 'the offer' and not have quoted as if it were part of the talk plan.

pricefighter

You do need to put your complaint in writing.Send it to the address mentioned above for Personal Attention of Sanjiv Ahuja.Chief Executive Officer.this usually does the trick!!!!

mike_wall15

Obviously no one has read my post above explaining the situation.
I doubt you will get anywhere with complaining because it is clearly stated in the terms and conditions.
The basic plan is 200 minutes, the 500 texts aren't part of the plan, they are a bonus for new users signing up, and NOT FOR PEOPLE ON UPGRADES.

Mike

charlie12

It's always worth complaining though, whatever the circumstance, in any situation

Might get a month's free rental, or a few quid credit, or something for free...

pricefighter

Mike_Wall 15 i did read your post. However if there wasnt possible grounds for a complaint, ask yourself why on earth would Orange C S be referring it to Senior Management for a ruling.Clearly Billie 19 wasnt the only person who was mislead when upgrading.

Bendybops19

I'm on the same plan and i was never told it is just a 12 month deal! I wouldnt pay 30 quid a month for a deal with no free texts!
Complain, complain, complain!
If they write to me saying i no longer have free texts i will be complaining

billie19

mike_wall15 wrote:

Obviously no one has read my post above explaining the situation.
I doubt you will get anywhere with complaining because it is clearly stated in the terms and conditions.
The basic plan is 200 minutes, the 500 texts aren't part of the plan, they are a bonus for new users signing up, and NOT FOR PEOPLE ON UPGRADES.

Mike

I have been an Orange customer for years.
This was obviously NOT offered to me as a NEW customer.
The salesperson offered me this deal in 2003 on a yearly phone upgrade.

New contracts are raised verbally over the telephone, therefore I have no paperwork to suggest that the 500 mins are on a timescale.

As with all verbal contracts, the customer should be made aware at the time of any changes that will occur within the contractual time.

There is always a recordeded message at the start of the call stating that calls are monitored, I wonder if mine is still on file ???

You may suggest that I then cannot argue that I should have the 500 texts as 'the norm' within my talk plan, if this is the case, then who's to say that the 200 xnet mins are not on 'offer' too.