I've been an Orange / EE PAYG customer for many years, mainly because their service is really the only option where I live.
In any case, I travel to Asia for work, typically 3 to 4 weeks at a go. During this time my UK phone is with me and off becaue it has no service where I work (and I mean no service, nothing).
So, imagine my surprise to learn that on one trip while the phone was switched off it had used circa £70 in internet useage (and I have free internet as part of my PAYG). Endless calls to Orange and they acknowledge an error, my account will be refunded.
No refund so another round of calls to Orange in India. The manager in India tells me "I'll make certain you never receive your refund".
So, off to MCOL.
Now, Orange has written to me: no acknowledgement of error just a "goodwill" gesture of my total claim amount. However, the letter states that I must alow Orange 30+ days to send the cheque.
- Orange has repeatedly not lived up to its comittments to refund, therefore I don't trust it;
- A promise to pay is not payment, therefore I am not inclined to discontinue my claim.
Therefore, my view is ask for a judgement if I do not receive payment with the 28 days from deemed service.
I would be most grateful for CAG's thoughts on this.
(Note: the service address of Orange is:
Everything Everywhere Limited
Hatfield Business Park
tel: 01707 317000)