Bill for 600 ran up our fault but no help from orange

[angel_1]

:(

 

hiya all

 

bit of a pickle, misunderstood that the cross networks was not really unlimited thus now ended up with huge bill,

 

understand our fault but really am so cross that orange didnt give us a bit of a warning that could have been superb customer service as all previous years we have always stuck to the payment amount

have tried to call and speak with customer collections and basically they will only set up a payment plan min about 15.00 i asked for only about 10 on a weekly basis then they will stop the monthly charge, but not open the line up until full bill paid

 

also if we dont pay what they want will be passed to debt coll agency

 

i got really cross at this point, as stated how we were not informed of the bill increasing so much and that i think to be told that its this amount ie 15.00 or nothing to set up the payment plan will only cause us more debt in the long run as then will affect our credit file and also be sold to a debt collection agency, i advised that i will be informing my mp about this - their actions would cause hardship and also incur me more debt

 

our credit file is shot so what other options do i have but i think i will just get their terms and conditions thrown at us and therefore we are in a bit of a pickle still

 

will not give access to the mobile phone to make calls on a seperate payment plan, so thus have to clear the debt before they connect us again

 

all this after 10 years and 3 mobile contracts with orange

 

others please beware i want to write to put my feedback to them, but what is best to say?

 

your thoughts appreciated cheers angel x

Edited July 27, 2009 by angel_1

[buzby]

Almost without exception, mobile networks are fairly inflexible when the consumers make a mistake. At least you did make the calls - the amount they chargew is always a minimum ONLY, it can always be higher - and when you think about it, all it takes if a few Premium SMS texts and you're off and running with high charges to have no hope of controlling. Or if you're phone is stolen, again until you arrange blocking, you are responsible for all costs even though you never made any calls.

 

Past custom is never of any interest to them - they have a problem they need resolved, and if you fit in with their proposals, you have a chance to redeem yourself, but if you cannot, you'll be dumped, They do not negotiate, as their computer provides the calculations that will be accepted, and if you're late with that they'll end the arrangement and it's off to the DCA.

 

The only solution for the future is NOT to have a phone contract. PAYG (Like ASDA Mobile) keep your outgoings limited to the credit you have left on your account.

[angel_1]

hiya buzby

 

many thanks for your post, and thoughts, ive now also reflected on your points and its been a huge lesson to have learnt and since posting talked to another person who was at least a lot more helpful,

have agreed a payment plan of course i will be putting all in writing as im covering myself dont want any of this to backfire on me

 

but yes i think pay as you go is now the way to go - huge lesson learnt

 

thanks for the time spent on your reply to me very much appreciated

 

have a fun day laters angel x

[dx100uk]

and if when you go payg with the same number, they start sprouting crap about having to have another simcard & they cannot make your current one payg must now pay £15. tell 'em thats rubbish.

 

sadly myself and 3 others at work got stung by this until i got ahold of a supervisor in retentions dept. excuse was the 'script' on the callcentre operators screen was wrong!

 

we got all the £15's refunded and a £20 vouncher each as a sorry.

 

dx

[angel_1]

thank you dx100uk

 

i will keep that in mind

 

will keep you all posted, at least i just wanted to alert others of the danger of misunderstanding costs you a lot more than sometimes you believe

 

laters have a fun day angel x

[buzby]

You can avoid this by porting you number to a different network (from Orange to, say ASDA who will restart your number on their service using the Vodafone network. Just be sure your handset is (or can be) unlocked to allow use of another network. Saves a lot of hassle, and cuts the cord cleanly!