Orange Contract Problems Please Help

londongal_3

Hi,

This is my first time posting, so I apologise if I get anything wrong!

The issue is that upon finishing my Orange contract 2 months ago, I used the negotiating tactics Martin advises, and was given a new phone and a £10 loyalty discount as I have been with Orange for a few years. The contract suited my needs and was supposed to be £15 (with discount) a month. At the time, I wrote down exactly what the advisor said, and I spoke to Disconnections as I was very happy to leave Orange if needed.

However, the bills haven't shown this discount, and yesterday I rang up to complain about this. The person I spoke to told me that I would not receive the discount and would never receive it, and that I had all the details wrong. When I told him that I had written it all down at the time, he told me that I could have just written it down. He also told me that I spoken to Upgrades at the time, and they weren't authorised to offer a discount, which isn't true (I was told I was speaking to Disconnections).

He was very rude, but I stayed calm and polite, and asked to speak to a manager. He told me that he was the manager and it was my word against theirs, and now I was locked into 18 months of contract. I've tried to ring again, and not had any luck.

My daughter renewed her contract at the same time, and she is being given the £10 discount, which is one of the reasons I'm so angry! :mad:

What can I do to get what I was promised? I would appreciate any help, and advice! I can ill afford the extra money, and I'm so cross at them! Thank you in advance

JAYMARSH2005

If you are having no joy with the customer service team (Which lets face it can be very rude and unhelpful at times) I would send a recorded letter to
their registered office address which is at the very bottom of your bill in the weeny writing under the how to pay bit. You can phone and ask the full name of the Managing Director - they HAVE to tell you - and then write to him marking the envelope private and personal. When you phone up and ask for the Managing Directors name just tell them that you were spoken rudely to by there manager and maybe this just might make them act.

proplusplus

hiya,

ensure you go through to the disconnections dept. again.

They have systems which the normal customer services cannot see.

ask them to check as you are convinced you were offered a better deal.

also - depends on which phone you rang through on when you were upgrading/getting a retentions deal.

the notes may be on the account you dialed through on.

you have 7working-days to return an upgrade (if within the time period)

good luck


proplusplus

londongal_3

Thank you all. I rang up again, to the Disconnections Department, and complained about how rude the man I had spoken to before was, and how he had implied I was lying. The guy I spoke to was quite shocked, and apologised, and said he could see what could be done.

I had a call back from him later, and they're going to credit the loyalty discount for the whole contract term to my account, so it will all even out.

Thanks for your help again!