Help! I am seeing Orange!

conniem

Hiya,
I have signed up with Orange on my daughter's behalf (I wouldn't touch Orange personally, even if their phones were made of pure gold).
So I set up an account with my bank details. Direct Debit has been set up. However, Orange did not deduct due amount in April and now we have a new invoice with charges for April/May plus outstanding payment. Orange does state 'Thank you for chosing to pay by Direct Debit'. Well, that is only part of the nightmare. I now want to sort things out with Orange but they only have a mobile phone number as their customer service contact number. As you might guess; I refuse to pay mobile phone charges for sorting out a problem which was not my fault in the first place. I know there is the 150 you can dial from your mobile but my daughter has the mobile with her and I cannot use that service.
I have seen a landline number (0800) for Orange somewhere in a consumer forum before. Anyone knows what number that is? Help is much needed and appreciated.

Thanks.
Connie

nellytheelephant

0800 0790435 is their automated switchboard x

conniem

Nellytheelephant; thanks a lot. You are a star.:j

proplusplus

you should note that a direct-debit set-up takes effect only a few days after it has been established. ( i think it can take upto 10days?)

If you set up a DD after the billing date, or the billing date fell within the period the DD was being set-up, then it would not have been taken when you believed it would be.

It will however be taken monthly from then onwards.

good luck with the call, though they may say the above.


proplusplus

conniem

I did make the call and yep - you were absolutely right. Their reply was exactly that. So thanks again.
BTW; if we are mention the not so good things here, then we should mention the nice things too. The guys I had on the phone were very polite and helpful. I suppose it depends on who takes your call.

Thanks all for your help.

Connie (much happier and seeing much less Orange):T

proplusplus

indeed. as with most companies, it all depends on who answers your call. some people are helpful, but don't know the answer, some people know the answer, but are not helpful, some people know nothing and want you to know that, and others know everything and do their best to help you understand in your time of need.

So: 50% of the time you'll get an answer, 25% of the time you'll understand it, but most of the time you'll be frustrated at the fact you had to phone up in the first place!

Ideally he who set-up your DD should have advised you of the DD process, that way you'd know and wouldn't phone up 'cos you expected the DD to have been taken!

Most companies with call centres centre on the aspect of rapidity of dealing with calls. But what they fail to see is that if you spend an extra couple of minutes to ensure that a) everything is said and b) the customer is happy and understands what is being advised then there'll be fewer repeat calls and therefore less calls in total... eh! and then everybody's happy

glad it's sorted for you though


proplusplus

conniem

Thanks propluplus.
I used to work in a call centre many moons ago and the emphasis is on speed and not service. Well, I hope that all will run smoothly with Orange from now on.

Connie:cheesy: