Orange Contracts

[damjef]

Hello everyone, I really don't know if this is the right place to start this thread but here it is...
I have an issue with Orange whereby 10 months ago I took out a new contract for two phones, I was advised at the time by an orange Representative that I would have to cancel my original contract for my previous two phones,(at this point in time the 12 month contract had run out)
As soon as I got home I phoned Orange and canceled the two old phones and told them that I would like to keep one of the numbers as PAYG, I was told not a problem its all done. However 3 months down the line and several phone calls later I was still being charged and finally received a PAYG sim, at this point I phoned again and was told that it was all sorted the old contract was canceled.
Now 10 months down the line they are still charging me for one of the old phones, I have phoned, complained and they have said on every occasion that the phone is canceled.
As I was not getting any where fast I decided to cancel my DD to Orange for the new phones. I sent them a letter stating the facts and all they have done is sent me a demand for payment for the unpaid DD's, they have also barred my outgoing calls.
I understand that I may be in breach of contract and they are at liberty to request payment but can anybody advise on how I can claim the money back which they owe me for the charges against my old phones?
Thanks in advance...

[buzby]

Oh, what a mess. It would have been far easier to resolve if you cancelled the OLD phones DD (as you were not under a minimum contract term), and let the new phones continue as per contract. Just this simple switch would have meanted in a easily managed resolution, as it is you'll be seen as a defaulting customer with a liability for ongoing service.

Perhaps it's not too late to restart the new phone DDM and may off ther outstanding amount - this way you get all the benefits of free calls etc. You can thern negotiate with Orange over the old ohine charges, and have the amounts you agree recredited to the account.

[damjef]

Thanks for the reply buzby,
I couldn't cancel the DD for the old phones because that became the new DD. (a bit confusing) My account number with orange never changed just the contract and the DD was updated accordingly. It just so happens that they carried on charging me for the old phones on the same account number. (on my invoice it lists four numbers, 2 new 2 old and the cost of each one per month next to it. hope this makes sense)
The fact is I've spoken to them and nothing changes, I've sent letters to which I have had no response at all. The only reason I canceled the DD was because it included charges for the old phones.
All I would like is for this money be returned but like I say I get no response? Its knowing what course of action to take, obviously canceling the DD was the wrong thing to do but at the time I didn't know what else to do....

[buzby]

Ah - if youre account number didn't change, and it was simply additional handsets, are you sure they sold you these as 'upgrades'? IF they did, then there should not have been an increase in the number of phones on your account... 2 on, then 2 off. They could only chatge for the extra handsets if these were ADDITIONAL to the ones you had already.

If the former, then resolution is easy - call CS and ask why you are being charge for your original handsets when you've upgraded? Once you can get them to admit this, then the charges should be refunded. However if they say it was just extra handsets, it complicates it a little. For what its worth, this isn't a common problem with Orange, so it shoukd be easy to resolve.

[damjef]

Thanks again buzby,
The handsets where 2 new handsets with 2 new numbers taken out on a new contract to replace the existing handsets out of contract. They were not upgrades as the orange rep advised us to have a new contract as we would only be bound to a 12 month contract with a better plan opposed to an 18 month upgrade contract on the same plan. I think the account number stayed as it was because all the personal details etc where in place...
I think also that is why I had to phone to cancel the 2 old handsets. I'm just wondering the best way to sort it out as up to date I have made 7 calls to CS without resolve and I have also sent a letter to which I have received no correspondence!
I have to say also that I have been a customer for 10 years and have had very good service so I don't really understand why this should be so difficult to sort, Thanks...

[buzby]

Right - the problem here is if the 2 new phones were sold as additions (rather than upgrades) it falls on you to follow the cancellation procedure, which means a formal 'Letter of Cancellation' giving 30 days notice of termination from your last billing date. If you didn't do this, it will be impossible to hold them liable, and you may have to take the hit on those extra months until cancellation kicks in. If you've not requested this already, do it now.

[damjef]

Thanks buzby,
I'll do that. After the cancellation period expires what sort of procedure would you suggest to reclaim the over charges on the old phones?

[buzby]

That's the point - there is no 'reclaim' issue. It was up to you to tell them when you wanted to cease using those phones, and until you did, you're still obliged to pay for them. They may make a gesture if you ask, but I've only seen this happening if an upgrade went wrong and you had more mobiles active than you should have. Providing you've many no calls on those phones, they might be agreeable though - although this would be as a goodwill gesture.

[damjef]

Hello,
Hmm, I did tell them, On the day I purchased the new phones I handed the old two in for an extra discount on my two new phones. The very next day I phoned and told them to cancel the other two numbers, they said they had but when I received the statement they still charged me for them and as I stated in the previous posts the same thing was happening every month i would phone they say it would be sorted, it never was. Incidentally no calls where made from the old numbers at any time until one was actually transfered to PAYG. Thanks,

[buzby]

This is different, if the Orange store retained your old handsets (in exchange for an additional discount) then they should have cancelled your contract for these at the SAME time. Very naughty. All you need do is contact billing, say that you are still being chaged for your old handsets, despite recycling them in store to get a discount off the replacments. They should note there's been no call traffic, and recalculate ALL your bills from that date.

[damjef]

Hello buzby,
I think I may have confused the issue at the start of the thread but I got there in the end!
I will do what you suggest and post back with the results,
Thanks again...