Cancelling old Orange contract

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fjgr
fjgr Posts: 1 Newbie
in Mobiles
We're having no success cancelling an old unused Orange contract by phone. Stopped the DD which resulted in debt collection letter as they did not have our current address. Paid that and cancelled the contract by phone but further bills have been sent to the old address. They say that they have been unable to contact us but the debt collection agency have managed to phone us on our new number, and Orange haven't rung this at all. Will have another attempt at cancelling by phone but want to send a letter by Recorded Delivery so we have a record. How can we produce any evidence of our requests to cancel by phone if this continues to drag on? EE customer services refuse to give an address to send cancellation letter to and say you can only cancel by phone. There are addresses on the Orange letters we have had - is it worth writing to those? Thank you!!

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  • pmduk
    pmduk Posts: 10,655 Forumite
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    Just phone them if that's what the contract requires. Why are you making it difficult for yourself? Make sure you get a statement of account closure afterwards to prevent further problems.
  • grumbler
    grumbler Posts: 58,629 Forumite
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    fjgr wrote: »
    They say that they have been unable to contact us but the debt collection agency have managed to phone us on our new number, and Orange haven't rung this at all.
    That's exactly what debt collectors are experts it, unlike Orange.
    How can we produce any evidence of our requests to cancel by phone if this continues to drag on?
    When calling them make a note of the time and the name of the person. Ask for some reference. Record the call, if possible.


    EE customer services refuse to give an address to send cancellation letter to and say you can only cancel by phone. There are addresses on the Orange letters we have had - is it worth writing to those?
    https://ee.co.uk/help/help-new/make-a-complaint
    I'd start with the chat and would save the transcript.
  • mobilejunkie
    mobilejunkie Posts: 8,460 Forumite
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    Cancelling the direct debit was a huge mistake. You've now trashed your credit files for the next 6 years, which is far worse than the original problem.
  • d123
    d123 Posts: 8,622 Forumite
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    fjgr wrote: »
    EE customer services refuse to give an address to send cancellation letter to and say you can only cancel by phone. There are addresses on the Orange letters we have had - is it worth writing to those? Thank you!!

    You could try the current address shown on the EE website for complaints (you do have a complaint relating to the refusal to supply a contact address and also for failing to action the termination).

    EE Customer Services
    6 Camberwell Way
    Sunderland
    Tyne and Wear
    SR3 3XN
    Don't forget to include:

    Your full name

    Your full postal address

    Your account number and/or mobile telephone number - and if you’re a home broadband customer your landline telephone number

    Please specify which brand you are on EE, Orange or T-Mobile

    Details of your complaint

    An alternative daytime contact telephone number
    ====
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