Grossly inflated bills - Orange and Phones4U

newlifenewsong

Hi,

not sure if this was posted anywhere else, but I would like some advice on this.

A few months ago I signed a contract, through Phones4U for the Raccoon35 (18months) with Orange. This was deliberate, since it gave me free landline calls and I could then use that to call my friends through 18185 (I posted about that somewhere else).
After the first month, my bill was £284.64, and after looking at it carefully, I realised that Orange was charging me for Raccoon25(12 months). To cut a long story short, after spending hours on the phone to Orange and in the shop at Phones4U, the matter was dealt with, and I even had repeatedly Orange reps telling me not to pay the bill, since it wasn't my fault.
Fast forward to this month's bill.
£344.47 :eek: !!! In the meantime, I got a bill for £135 which I paid, as I felt that it was appropraite, but I am now beginning to wonder... The real total for this month is £59.83, with an extra £135.47 (why?!) and they also included £149.17, even though the bill clearly states that payment was received for that.
After calling Orange, I was told that the bill covered the orginial £284.64 that I hadn't paid! I spent about 30 minutes explaining the whole thing, only to be told that a manager would call back. Two days later, I am still waiting.

I've emailed the exec address I found on MSE on another thread, and am waiting, but this is really maddening. For each month's bill that I have to contest, I waste more time for my repayments (since they just cancel the payment, instead of taking out the correct amount), and I am now nearly at the end of my overdraft, with no money coming in for another month... Not sure what to do...

Any help would be greatly appreciated.

miss_libbit

Does it say on your customer information form (contract) you were meant to be on racoon35 18 month??

newlifenewsong

Yes, that's the most annoying bit. The contract I signed clearly stated everything, that's why they said it would be solved once a copy was faxed over.
I don't know why the problem has started again!
I don't suppose a small claims court would help?

diamonds

call billing 150 ask for a manager, state your contract says 18 months racoon you have faxed this already and you want your bills re-calculated and the £135 you should never have paid refunded ASAP

info of your previous contact/conversation with O will have been " notepadded "

Tell them they have left you skint - unacceptable - more so its xmas and you cannot afford to pay for things you must

be polite at all times but DO be assertive !

miss_libbit

Then..

Call up 150, politely explain to the CSR whats happened,
ask CSR to check notes on acc to see what you should have been on, if note state something different tell CSR you have a CIF form proofing you should be on Rac35 18 month, fax it through.
Your bills WILL be recalculated and credits will be applied you your next bill.

diamonds

^ demand a refund of amount paid or else after next bill credit for the error you will be left in credit on your account for almost 3/4 months Racoon 35 costs, you then cant spend it or earn interest on that amount which LEGALLY is yours & not Orange's - O cannot dispute that

Better to ring your bank & dispute the debit from your a/c saying Orange are in agreement and are recalculating your bills but this amount paid to will only ever show as your Orange account being in credit so you are disputing the payment made to Orange from your bank account as your plan is £35 a month and Orange has approx of 4 months payments ahead of payment dates - your bank will credit you & investigate, you'll have your cash back
and your next bill SHOULD be accurate

Should Orange agree to refund you the payment you'll wait a hell of alot longer for it than via your bank Direct Debit or Credit/Debit card policies - the amount charged is incorrect & you dispute the amount - bank has legal obligation to process refund & investigate

newlifenewsong

Oh god, more time on the phone
The second bill I paid because it seemed in order, and since I use the 18185 number, I figured it was a good amount. More fool me!
I'll definitely call tomorrow (I hope they work Sundays) and try and get this sorted, in the meantime, I'm putting a suspension on the DD.

Thank you everyone for your help!

miss_libbit

Your get a text once your recalc is done, you can either leave it on your orange acc and it prob pay of mext couple of bills or simply ask for it to be refunded on your cardm Orange will not dispute this.

Once this is all over which should be by your next bill date then ask them to re-active your DD if you wanted it.

newlifenewsong

Oh and of course, the new Nokia I got with the deal is now refusing to charge up, so no calls for me until THAT is sorted!!
I must have been a phone molester in a past life...

miss_libbit

aw no, can you make any call out at all??

try get hold of orange through your landline, i can't remeber the number sorry. try get thorugh to handset faults

newlifenewsong

Well I can call, but the battery is nearly dead, it won't last a whole conversation with Orange. Planning on going to Phones 4 U, asking for a new charger (my third in 3 months!), then calling Orange.
Sadly, no landline...
I'm sure it will be solved eventually, I just wish I didn't have to deal with it