Problem with Orange

mightywhites29111971

My girlfriend asked for her contract to be cancelled and asked for the PUK code. She got this in a letter. She did not use the code when she got her new phone and got a new number. Now a couple of months later Orange have written a letter saying she owes £100 as she did not use the code , so the contract was not cancelled. We have told them we said we wanted to cancel on the phone, but they are stating as the code was not used the account was kept open. Is this correct? Is there anyway we do not have to pay this, as we were not aware? Thanks for you help in this matter.

espresso

mightywhites29111971 wrote: »

My girlfriend asked for her contract to be cancelled and asked for the PUK code. She got this in a letter. She did not use the code when she got her new phone and got a new number. Now a couple of months later Orange have written a letter saying she owes £100 as she did not use the code , so the contract was not cancelled. We have told them we said we wanted to cancel on the phone, but they are stating as the code was not used the account was kept open. Is this correct? Is there anyway we do not have to pay this, as we were not aware? Thanks for you help in this matter.

You should have asked for a PAC (port authority code) so if you did not use a PAC they would assume that the account should stay active.

mightywhites29111971

Sorry, it was the PAC code not the PUK code she asked for when she asked to cancel. I see what you mean, that would make a big difference.

reehsetin

in the letter she got with the code it should have advised if she didnt use it the contract would continue,

if it doesnt say you got a case
if it does say then you dont have a case

mightywhites29111971

Have looked at the letter and there is a PAC code there and it states it has to be used in 30 days, but it does not state in the letter that if it is not used the contract will continue.

reehsetin

then complain to head office with a copy of the letter that you werent told and that was evidenced by the fact that you hadnt used the sim and they should backdate the contract as if canceled from the date the contract should have end (30 days after she informed them she wanted to cancel)

mightywhites29111971

Thanks for that. Will do.

espresso

reehsetin wrote: »

then complain to head office with a copy of the letter that you werent told and that was evidenced by the fact that you hadnt used the sim and they should backdate the contract as if canceled from the date the contract should have end (30 days after she informed them she wanted to cancel)

You either give notice to cancel a contract OR request a PAC, not both. If a PAC is issued the contract will automatically be ceased IF the PAC is used by another mobile network. If it is not used the contract will continue.

reehsetin

espresso wrote: »

You either give notice to cancel a contract OR request a PAC, not both. If a PAC is issued the contract will automatically be ceased IF the PAC is used by another mobile network. If it is not used the contract will continue.

i know that u know that
but are orange expecting customers to automatically know that, if it is not communicated to the customer it is not fair for the customer to be expected to pay for a contract that they did not want and they told orange they did not want
it has been argued successfully many times before