ORANGE - verbal agreement on tariff change!!!

[simondawson]

Hi, not sure I anyone can help or advise back with this. I signed up to an 18 month orange plan canary 40 last year. In march of this year I called them with a phone software problem which they managed to correct. Whilst I was on the phone I asked if I could change my tariff and was told it was too early but they automatically transferred it onto the new canary 40 plan as it had changed since I signed up therefore increasing my minutes from 400 – 800. I used 900 minutes this month and have received a bill for £250 thus charging me for 500 minutes outside of my plan. They are denying all knowledge of me requesting a plan change and are saying its my word against the orange advisor I spoke to. They have a record of my call but only reported it as a phone problem. I asked to speak to the same guy but he was not in. They said there is nothing they can do but will get a supervisor to call me back. Any advice as to where I stand on this as none of my other bills have even touched £50.

[complete]

Ask if the call was recorded, and then request a copy. Did you get the name and location of the advisor. If you do not get any joy, ask to speak to the cancellations department and if you are 9 months into the contract you can downgrade the tariff. Advise them that if this is not rectified you will want to pay up your contract and cancel with Orange.

They will transfer you and they should bend over backwards to try and keep you.

[simondawson]

Hi, thanks for the reply. I did initially mention cancelling but they said I can only drop down one price plan per month now therefore reducing it only to £35 per month line rental as Im on £40 now. I still have 6 months remaining also so not sure I could afford to do that at this stage. I should be able to trace the advisor as they have the record of it. I will ask when they call back if they have the tape and hopefully prove it that way!

[buzby]

If that tariff is available, and is is feasible for them to offer it to you (but it wasn't applied to your account) they should be able to resolve it. As for the recording of calls, it doesn't happen in every case (I record all mine now!), and sometimes they fall back only on the screen notes made by the agent, however I cannot see any reason why you would have invented such a scenario - and I hope they realise it.