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    Problems with Orange - help!

    Hi

    Any helpful comments appreciated.

    My son was working in Holland for the last 7 weeks. On the ferry he got a text message saying he could get 1000 anytime, anywhere minutes with Orange Europe for £25. Text back 'yes' if you want it. He did this and was charged £25 on his Orange bill for June. On his return to the UK we found he had only been given 50 minutes and had been charged for all the minutes after this, about £100 extra.

    I rang Orange today and was called a liar as 'they don't offer 1000 minutes for £25' After several calls, they eventually offered to refund £50 as a 'goodwill gesture', but that isn't enough. By this stage I was furious.

    Their excuse is that the text must have come from a 3rd party and they are not responsible, but they took the £25 agreed in the text, so it must have come from them, either directly or indirectly.

    Anyone had a similar experience? Any lawyers lurking who want to comment on what action we should take? We still have a copy of the original text message.

    Thanks!

    12 Comments

    Show them the bill stating the 1000 anytime minutes and shove it in their face lol, that has to be enough evidence as it is.

    Original Poster

    Tatey

    Show them the bill stating the 1000 anytime minutes and shove it in their … Show them the bill stating the 1000 anytime minutes and shove it in their face lol, that has to be enough evidence as it is.



    It's not on the bill, just on the text. That's the way I feel, though. I'm tempted to cancel the Direct Debit and tell them to stick the contract, but I don't want my son to have credit problems in the future. That's the problem with these big companies - they don't sort anything out and when you take action yourself, you end up with an unjustified debt on the credit record which is hard to shift.

    I had a similar text message from Orange when I went to Greece and I remember it saying £25 for 50 mins. Needless to say I never took them up on the offer.

    If he still has the text saying 1000 mins then there's nothing they can do. Just make sure your son hasn't misread the text.

    Original Poster

    Scouser78

    I had a similar text message from Orange when I went to Greece and I … I had a similar text message from Orange when I went to Greece and I remember it saying £25 for 50 mins. Needless to say I never took them up on the offer.If he still has the text saying 1000 mins then there's nothing they can do. Just make sure your son hasn't misread the text.



    Exactly. There is no way that he would have agreed to 50 minutes for £25. He hasn't misread the text - I have it here. Word for word it says 'hello Orange customer! Get 1000 anytime, anywhere minutes with Orange Talk Europe for just £25! Text yes to 6801'

    Despite quoting this they still say tough, it's not our problem as they deny sending it, but they took the money!

    phone ofcom and ask them

    I think you've got a case to be honest with you. Write a letter of complaint to orange, advising them that a copy of the letter has gone to ofcom, and I guarantee you you'll get a very swift reply.

    Take a photo of the text message, gather the evidence and photocopy it all.

    If you're still fretting over it the speak to the CAB who will gladly take up your complaint.

    Somewhere on my email I have their executive office email. Do you want that, they take care of business hehe

    From ]http//ww…tml

    So, you're fed up dealing with "Customer Services" on general-purpose contact e-mail addresses. Are you not getting replies, or not getting the replies you want? Time to take it to the top! Chief Executive Officers (CEOs) are very reluctant to publish their e-mail addresses. This page attempts to redress the balance by publishing the e-mail addresses for the CEOs of some UK companies, government and other organisations.

    Some tips when e-mailing:
    [LIST]
    [*]Be polite
    [*]Keep the information concise and to the point
    [*]Include customer reference numbers or invoice numbers, if applicable
    [*]Include a brief history of the issue, if applicable
    [*]Do not accept being passed back to "Customer Services" or elsewhere within the organisation
    [*]Insist on a reply from the CEO[/LIST]The CEO's email is on that website, wasn't sure if I could post it here.

    My O/H has had an Orange contract for years and they are constantly trying to persuade him to accept 'special deals' by 'phone and text. (He was given the original deal to get him to join and of course any change will make it void.)
    You could try and ask here for advice:
    consumerdirect.gov.uk/
    tradingstandards.gov.uk/con…cfm

    Original Poster

    kirill

    Somewhere on my email I have their executive office email. Do you want … Somewhere on my email I have their executive office email. Do you want that, they take care of business hehe



    Please, if you want to pm me. Thanks

    So what's the outcome then

    Original Poster

    kirill

    So what's the outcome then



    Sorry I didn't update this earlier.

    The e-mail to the CEO, and copied to the Executive Office Team, prompted a phone call from Orange within about 4 hours to my son. They have promised to refund all the overcharges in the September bill. Apparently, it should have said 1000 texts, not 1000 minutes, but this is the third different explanation I have had so it's probably another lie.

    I have insisted on a written response, but haven't had it yet. I'll just have to wait until the September bill to see if they have refunded as promised (I won't hold my breath).

    In the meantime I have cancelled the direct debit and won't be paying anything until this is sorted out.

    Thanks for all the help and advice:)
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