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overcharging by orange
lindcariad
Posts: 12 Forumite
in Mobiles
Hi all
I have been a customer with orange/ee for many years. I have always had two numbers with them, one for me, one for my partner.
In December, whilst checking my bank statement (something I know I don't do very often), I noticed that I was being charged twice. I rang EE who told me this was an orange contract and after much hassle put me through. Orange stated I had taken another contract for a 'device' out with them in 2014 and they had been charging me £22 since. I challenged this, and the person rang me back the next day to again say I had taken out a device, but offered me £200 compensation. I declined this, pointing out that I had queried before two payments and had been told it was the two different lines I had always had, and that I had also upgraded/ changed contracts and no one had mentioned this. I asked for the payments to stop and for it to be reported to the fraud dept. They were supposed to ring back within 6 weeks
They didn't, and I contacted them again. After a number of calls, where the reason for the charge, and the date for it changed a number of times (it was july 2014, December 2014, it was for a device, it was for an extra line). They also stated that they hadn't cancelled the DD as requested as this was not possible while they were investigating (I pointed out I had been told they would contact me but hadn't) and that I needed to give them 30 days notice. I spoke to a manager who told me that it was in January 2015 and for an iPhone. They stated that I had purchased a contract for a new line and iPhone, then put my old sim card into that phone so the line hadn't been used but the phone had so I was still under contract for it. I questioned why anyone would contract for a new line/ number then use their old sim. I had received a new iPhone around that date having lost my old one, but had sent it back, registered as requested as a friend had given me theirs so didn't need it.
So now they have offered me £240' compensation' to close the matter. At first I said yes (i haven't received it because I was told they couldn't do it until after march 13th as this was the usual DD date) but thinking about it, although I do not still have the receipt for the returned iPhone, they got the facts wrong on a number of occasions, and have provided no evidence about the contract etc.
Their attitude has been appalling- not ringing, trying to tell me it was my fault for not checking statements, continuing to charge me after I requested they stop, changing dates and facts. Over the 39 months they have had almost £900 off me
what do people suggest?
I have been a customer with orange/ee for many years. I have always had two numbers with them, one for me, one for my partner.
In December, whilst checking my bank statement (something I know I don't do very often), I noticed that I was being charged twice. I rang EE who told me this was an orange contract and after much hassle put me through. Orange stated I had taken another contract for a 'device' out with them in 2014 and they had been charging me £22 since. I challenged this, and the person rang me back the next day to again say I had taken out a device, but offered me £200 compensation. I declined this, pointing out that I had queried before two payments and had been told it was the two different lines I had always had, and that I had also upgraded/ changed contracts and no one had mentioned this. I asked for the payments to stop and for it to be reported to the fraud dept. They were supposed to ring back within 6 weeks
They didn't, and I contacted them again. After a number of calls, where the reason for the charge, and the date for it changed a number of times (it was july 2014, December 2014, it was for a device, it was for an extra line). They also stated that they hadn't cancelled the DD as requested as this was not possible while they were investigating (I pointed out I had been told they would contact me but hadn't) and that I needed to give them 30 days notice. I spoke to a manager who told me that it was in January 2015 and for an iPhone. They stated that I had purchased a contract for a new line and iPhone, then put my old sim card into that phone so the line hadn't been used but the phone had so I was still under contract for it. I questioned why anyone would contract for a new line/ number then use their old sim. I had received a new iPhone around that date having lost my old one, but had sent it back, registered as requested as a friend had given me theirs so didn't need it.
So now they have offered me £240' compensation' to close the matter. At first I said yes (i haven't received it because I was told they couldn't do it until after march 13th as this was the usual DD date) but thinking about it, although I do not still have the receipt for the returned iPhone, they got the facts wrong on a number of occasions, and have provided no evidence about the contract etc.
Their attitude has been appalling- not ringing, trying to tell me it was my fault for not checking statements, continuing to charge me after I requested they stop, changing dates and facts. Over the 39 months they have had almost £900 off me
what do people suggest?
0
Comments
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I suggest you take their very generous offer.0
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The very best thing you can do, without a doubt, is check your banks statements every four days instead of every four years and make sure job bloggs, his brother, aunt and God knows who else isn't draining money out of your account whlie you don't.0
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lindcariad wrote: »Over the 39 months they have had almost £900 off me
what do people suggest?
Up your bank account checking from once every 4 years to at least a couple of times a month.
Oh, and grab the compo, you're just as much to blame.====0 -
Up your bank account checking from once every 4 years to at least a couple of times a month.
Oh, and grab the compo, you're just as much to blame.
It's not as excuse as Orange have been debiting the money, the OP hasn't been sending.
If the £900 is for the phone that you returned (with proof of the same) then you should expect that back. It's Unjust enrichment.
That said, if they won't repay then you'll have to go to the ombudsman or small claims to get it back .This is a system account and does not represent a real person. To contact the Forum Team email forumteam@moneysavingexpert.com0 -
It's not as excuse as Orange have been debiting the money, the OP hasn't been sending.
Maybe I have a different type of bank account to you and the OP, I can actually see what direct debits have left my account and check at least weekly.
Maybe you (and the OP) should ask your bank if they offer that feature...====0
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