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    Help With Cancelling Orange Phone Contract (Fraud Victim)

    I'll try make this story as short as possible.

    My father currently has a phone contract taken out from an Orange local store since July and till now has only used his phone for around 7 minutes. This is because the provider (Orange) blocked his account via the fraud department - after visiting the Orange local store repeatedly bringing additional identification and talking to customer services it turns out that my father allegedly made £200+ worth of international calls.

    After lengthy protesting these claims and with the company checking all of their systems (perhaps with every provider they used multiple systems to check someone's account and calls - IMEI, phone number, SIM number, account number) they concluded that indeed my father did not make the calls.

    BUT here's the icing on the cake - turns out that 6 days after my father took the contract someone used his details and account number to make another number and used that to make the international calls - FURTHERMORE the customer services on the phone suggested that it might of been an "inside job" as in a staff member from the store must of only had the means to do this for only they had a copy of my father's details.

    As of this date and as instructed by the company we have cancelled the direct debit and not used the phone while this is being investigated and till they call back with their conclusions.

    The second layer of icing (Yes there is still more)? My father is still being sent invoices for the contract! He has been paying the line rental since July for only being able to use the phone for around 7 minutes! He is left to use an old phone with a PAYG sim (What happened to being on contract to save money...) while all of this has been going on!

    My father (obviously) no longer wants this contract with this provider. I have been given the task to speak to customer services and ask/demand (whatever) the cancellation of the contract.

    NOW here is my question.I know my father is obligated to continue the contract for he signed it but since this is a unique circumstance is there anything I can use when talking to customer services to cancel the contract?

    Like for example if they breached their terms and conditions, did not follow trading standards etc? Is there an institution which I can forward my complaint further if I'm unable to cancel the contract by customer services?

    Thank you for having the patience to read all this and I would really appreciate any feedback/advice.

    Regards,

    Scar

    20 Comments

    I would try to get out of the contract but unsure if they will let you get that....If nothing else though I would get the money back that he has already paid...he has been paying for something he cant use...they shouold at least credit this money to his account

    Try consumer direct. They will be able to advise you consumerdirect.gov.uk/

    Escalate in full via companys Code of Practice...if no joy, speak to Otelo (0330 440 1614 - [url]www.otelo.org.uk[/url]) or CISAS (0207 520 3827 - [url]www.cisas.org.uk[/url]). They are ADR schemes who can help with disputes with phone companies. Also speak to Ofcom (regulator for telecoms - 0300 123 3333) as will be able to give more info.

    The problem might be the contract has nothing to do with the fraud. You didn't say if the phone was was part of the networks stores or an independent chain. If the shop was a network shop you might get somewhere complaining to their HO.

    If it was an independent store then it's a police issue and the network would say they can see no reason to end the contract.

    i've just put a post on and its not appeared...not sure why?

    where was phone taken out? and what network?

    Original Poster

    Firstly thank you everyone so far for all the advice - I'm looking into the references given and trying to add some bulk when speaking to customer services.

    steve1221;6382958

    The problem might be the contract has nothing to do with the fraud. You … The problem might be the contract has nothing to do with the fraud. You didn't say if the phone was was part of the networks stores or an independent chain. If the shop was a network shop you might get somewhere complaining to their HO.If it was an independent store then it's a police issue and the network would say they can see no reason to end the contract.



    Sorry for not being specific, I will edit the original post to reflect this error - it was actually their network store and not an independent chain, also what is HO abbreviated for?

    davidn84;6382967

    i've just put a post on and its not appeared...not sure why?where was … i've just put a post on and its not appeared...not sure why?where was phone taken out? and what network?



    Phone was taken out from an Orange Network store.

    Banned

    this sounds way out, no company allows you to take a contract out without banking details, yet no mention in your opening post of a dd coming out of bank for this

    HO, head office.

    You need to contact the exec office. They're a very special team based there to sort out problems. I'll dig you out the contact info in a minute.

    There you go.

    They will sort it out for you...

    Orange Executive Office
    50 George Street
    LONDON
    W1U 7DZ

    Email: [email protected]

    Speak to CISAS (0207 520 3827). Orange are a member of them for redress. Also speak to Ofcom for more guidance. But you definitely have a complaint against Orange which I would imagine, due to experience, you would win. Although i very much doubt the valid contract would be cancelled, maybe sum free months or refund for months already paid.

    sassie;6383040

    this sounds way out, no company allows you to take a contract out without … this sounds way out, no company allows you to take a contract out without banking details, yet no mention in your opening post of a dd coming out of bank for this



    If it's a dodgy employee they might have just added a new handset to an existing acc. If you have access to all the acc info it's an easy way to commit fraud.

    sassie;6383040

    this sounds way out, no company allows you to take a contract out without … this sounds way out, no company allows you to take a contract out without banking details, yet no mention in your opening post of a dd coming out of bank for this



    A lot of companies will do this...but will charge non-dd fee's for payment via alternative method.

    Original Poster

    sassie;6383040

    this sounds way out, no company allows you to take a contract out without … this sounds way out, no company allows you to take a contract out without banking details, yet no mention in your opening post of a dd coming out of bank for this



    You are entitled to not believe my circumstances although I don't see what I have to gain for all I'm asking from the HUKD community is advice before I speak to customer services.

    As far as I'm aware my father has been debited for July and we were instructed to cancel the direct debit on August and not use the phone for 30 days while they investigate - however my father received an invoice a few days ago with it saying the bills are overdue.

    I know my situation sounds so far-fetched, frankly I was shocked to hear about the alleged £200+ of international phone calls (Middle East - no one in my family lives there or knows anybody there! We didn't even know the area code until I asked customer services of the list of calls my father apparently made).

    These calls spanned different durations and different dates and again, the person on customer services suggested it was an inside job - not my theory to how this occurred but customer services.

    My father is more concerned with having this contract cancelled rather than the money debited from his account - to be a victim of fraud and being told it might of been by the own staff at the local store... would you be happy to continue trusting them (not asking just you directly just a rhetorical question)?

    steve1221;6383114

    If it's a dodgy employee they might have just added a new handset to an … If it's a dodgy employee they might have just added a new handset to an existing acc. If you have access to all the acc info it's an easy way to commit fraud.



    This is pretty much what the person on customer services suggested how it happened - they used my father's Orange account number and added on an additional handset connected to that account.

    steve1221;6383098

    HO, head office.You need to contact the exec office. They're a very … HO, head office.You need to contact the exec office. They're a very special team based there to sort out problems. I'll dig you out the contact info in a minute.There you go.They will sort it out for you...Orange Executive Office50 George StreetLONDONW1U 7DZEmail: [email protected]



    Thank you very much for finding this information for me - all of this will help give me some direction and being prepared.

    Again thank you so much everyone who has given their advice - I really appreciate it.

    Not so far-fetched (but I work as a fraud investigator for one of the networks).

    Could be an inside job as CS suggest, it could be someone your father knows (it happens a lot) that knew he'd just taken out a contract.
    The usage is pretty standard, £200 is quite low. The fraud dept must have caught it right away.

    Banned

    i wasnt referring it was made up, what i was saying is it sounds weird that no dd was taken from his account or tried to be taken out of his account for the second contract, sure it aint an error there end of some kind

    Original Poster

    steve1221;6383218

    Not so far-fetched (but I work as a fraud investigator for one of the … Not so far-fetched (but I work as a fraud investigator for one of the networks).Could be an inside job as CS suggest, it could be someone your father knows (it happens a lot) that knew he'd just taken out a contract. The usage is pretty standard, £200 is quite low. The fraud dept must have caught it right away.



    I'll admit I am grateful for Orange for suspending my father's phone before the bills could of been potentially even greater however the ordeal to actually discover the true origin of the calls was beyond frustrating.

    Both the network's local store and customer services were being adamant that it was my father who made the calls, "We've checked all our systems..." (etc. it was only after being persistent that they said, "Oh one of our systems is back online and there seems to be an anomalie with your father's account.")

    sassie;6383244

    i wasnt referring it was made up, what i was saying is it sounds weird … i wasnt referring it was made up, what i was saying is it sounds weird that no dd was taken from his account or tried to be taken out of his account for the second contract, sure it aint an error there end of some kind



    I apologise for interpreting your previous post incorrectly - I was initially dumbstruck to hear all of this happening to my father, he just wanted to take out a contract and has so far used around 7 minutes worth of phone calls and has got a mountain of stress and hassle from it!

    To be honest when customer services told me my Dad apparently called the Middle East I laughed in disbelief - I was at the Orange store literally laughing. But obviously the funny side of this ordeal has disappeared a long while ago...

    Hi, I have just found out that the orange bills I have been getting were for an orange contract mobile phone..I have never had an orange phone I only took out an orange laptop on contract which has been fully paid for now. Speaking to Orange customer services they have not been very helpful..they agreed to stop sending out letters in Feb 2011 and then two letters came in one week in may still asking for money for a mobile phone account I have never and do not have yet the account has been made in my name and address any advice from anyone would be really apprecitated...thanks M

    How, how do these threads get bumped?

    Banned

    cw9652

    How, how do these threads get bumped?



    by someone posting in them oO

    colinsunderland

    by someone posting in them oO



    Oh hai, your that guy.

    From Sept 2009. Why?
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