Sorry to hear your Son is in a similar position. According to Orange complaints code below I have to wait for a period of 8 weeks before contacting CISAS. According to OFCOM I do have to contact CISAS. I have paid my bill (minus my excess data charges) I can't buy that Orange cannot (and don't have a responsibility to) flag up to customers that are likely to be unknowingly incurring massive data charges. This is just easy money for them. I expect to have Default/CCJ issues with Orange which is a big concern for me. If after contacting us we have not resolved your complaint to your satisfaction within 8 weeks, or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint through CISAS, which is an independent dispute resolution scheme. CISAS is an independent alternative dispute resolution scheme which has been approved by Ofcom. When your dispute goes through the scheme, a person called an independent adjudicator decides how to settle it. Please note that CISAS will not consider any complaint until one of the conditions for referral has been met, so do ensure you read the guidelines on their website. Details of the service are available by contacting Orange customer services or CISAS at the following address. Communication and Internet Services Adjudication Scheme (CISAS) The Chartered Institute of Arbitrators 24 Angel Gate City Road London EC1V 2PT Tel: 020 7520 3827 Fax: 020 7520 3829 E-mail: website: You can also get independent advice from your local Citizens’ Advice Bureau or Trading Standards office – please contact then directly. Whilst we are happy to work together with the above independent organisations, if you decide you need their help to resolve your complaint, we would always want you to come to us first as most problems can be resolved quickly this way.

Understand your point of view. However, they told me in March that I would now get a text when I went over my plan, I wrote this down at the time of the call and have notes here. Apparently no such service exists! Also the reason I was caught out in March is that for reasons that they cannot explain to me they changed my plan from iPhone Business 40 (unlimited data) to Iphone Solo 25 (limited to 750Mb). They also never gave any advice on monitoring data usage. I have had iPhones for 4 years with only one small issue of 200Mb over as above. I have had this replacement handset for less than 1 month and suddenly I have used 3GB of data. I don't think this is a coincidence. Finally, I would have been more than willing to come to some sensible arrangement but to say we can charge you £20 for the 3GB data for the next month but demand payment of £900+ for the same amount of data last month is ridiculous. My usage patterns have not changed and apparently I have already used 1.2GB of data within the past 7 days. I have just asked for my Data to be cut off and have bought out the last few months of my contract. I have then cancelled my contract with Orange. I am prepared to go to court of this. Footnote: To me this company is in disarray. I gave card details to Orange on 17/9/12 to buy out my contract to upgrade to an iPhone 5 (before all these issues came up). They have no record of this!!! A Joke!

Using an iPhone 4. I agree it seems crazy that the considering I am using the same set of apps I have been for over 2 years that suddenly (when I get a replacement handset). I drove out for 2 hours today and nearly 150mb used???! No apps running (I did access Google Maps for a few minuted). Had a call from a 'Manager' who let me explain all for 30 minutes and said "nothing we can do", they won't even consider adding that data bundle retrospectively. I replied with that atitude then I will take Orange to court. They must have a duty of care to their customers?! What's to say my phone had not unkowingly been stolen? Average bill £120, this one £1,100+.

I have been a loyal customer of orange since the beginning in the early 1990’s and until the beginning of this had been happy with the service that Orange provide. However, I am now left both frustrated and angry at the way I am being treated. In February of this year I received a bill which included an additional £183.25 of additional data charges. This was somewhat of a surprise as I had been on a tariff that did not incur such charges. However, when contacting orange I was made aware that my tariff/plan had changed (without this being highlighted to me) and that due to this Orange would a) refund most of these charges and b) change my additional data charges to avoid this in future, alongside a SMS alert I would receive when exceeding my data allowance. Today I have received a bill for £1,133.42 (almost 10 times my average bill) and this details £843.60 of additional data charges! They tell me as they refunded excess charges of £183 in march that they cannot do it again and dispute that they told me that I would be covered by their SMS alter service as it apparently it does not exist! Ibelieve that Orange have a duty of care to customers to advise of such abnormal usage patterns (particularly as I am advise this is over several days) To add further insult, Orange have offered me a 3GB larger data bundle going forward as Orange say I am continuing to use unexplainablelarge amounts of data, yet this cannot be charged at the same rateretrospectively for the past 30 days. A charge of £30 compared with £843.60 isblatantly disingenuous. I have today cancelled my Direct Debit with Orange and have made a payment to cover all other costs associated with mylatest bill. At the end of my call at around 10AM this morning with Orange when I asked for the operators full name and extension she also insistedthat she provide her contact details by SMS, to date this SMS has not beenreceived! I Have today written to Olaf Swantee about this. Anybody have any similar stories? Note: In the latest billing period I have in no way used by handset for any additional ‘heavy browsing’ and I suspect a fault with the handset (as I can see data usage meter now rising when the phone is idle with no apps running, something Orange have disputed despite me having the handset in my possession to verify this). Good to see these Forums, great idea and thanks in advance folks!