ORANGE mobile phone contract

[varley16]

Last year i was with orange, i then cancelled when my 18 month contract was up. First off i sent an email, then actually rang them in january.

 

I kept recieving bills, i then rang again and cancelled in march time i think, and spoke to a women who said dont worry about it, write a letter to them and it will get sorted.

 

I rang a day after enquiring about this bill as i recieved a letter from a debt recovery, they told me i needed to cancel, so for a third time i had to cancel.

 

The phone is now cancelled, I never got a response from the letter, and emailed them again, i got a call back, but they hung up on me, i rang the number back and it was an auto messege saying no action is required from me and they will call me back, which the didnt.

 

i then sent an email, no response.

 

I have just rang up, and explained. i was then put onto someone else, and explained again. she said the bills are from april may and june. so i said she isnt listening as i cancelled in january. Im being told i didnt and they have no records of it, typical!

 

so i started to explain myself, before be rudely outspoken, i asked her she needs to let me talk, she proceeded to talk over me and wouldnt let me talk, eventually she put me on hold and would not speak to me again.

 

I have now got a bill of £88 i think, there unwilling to settle it, and i have now reported them to CISAS

 

I am very worried that this is damaging my credit score, and that a debt recovery will tunr up one day just because they didnt cancel my contract, there telling me they have no record of me doing this in january and that i only enquired via email. not true!

 

who else can i report this matter to? any help appreciated. thanks.

[buzby]

You've done all you can. Orange are no better (or worse) than any other in processing cancellations, but ANY cancellations should be done in writing and sent by post (Recorded Delivery). The delivery recipt acts as your confirmation, so any subsequent dispute can be short-stopped by referring them to the tracking number.

[varley16]

no i emailed enquiring, no reply so i rang them to cancel, which i was told was sorted, untill a couple months later i got a bill for £52, then a debt recovery letter, so i rang, and then they told me it was actually £83.

[Human Writes]

I have now got a bill of £88 i think, there unwilling to settle it, and i have now reported them to CISAS

 

If your claim is for £88 they will likely settle its much cheaper that way.

[varley16]

well at the moment they dont seem to be bothered, i did say i was goin to report them, but now i have, so will see what happenes.

[buzby]

Email is fickle. They can claim they have no knowledge and you're effectively stuffed. (In much the same way a telephone confrontation is never noted on your file).

[Guest Orange Response]

Hi varley16

I was sorry to read about your recent experiences and may be able to help. If you can drop me a mail to [email protected], I'll look into this for you. So I can pick up your mail quickly, please add ‘Darren Orange Response' in the first line.

 

Please also include the reference ORT1007 and your username from this site, as without them, I will not be able to pick the case up.

 

Hope this helps

 

Darren

Orange Response Team

[varley16]

thanks darran for this reply, i really appreciate this.

 

I could not believe how unproffesional the phone call on the 28th july was handeled, i was told the bill i have is because of april may and june. i first cancelled in january when the 18 month contratc was up, i first emailed had no response so i rang to cancel, for what ever reason orange do not have a record of this. i also need to make orange aware that the phone has not been used since january, i would pay the bill if i carried on using it, but i havent.

 

As im getting letters from northern debt recovery, i am very worried, firstly i have plans to get a second mortgage, and this could seriously stop that from happening, and do not want people turning up to recover the debt.

 

I would consider coming back to orange in the future, but not at the moment with the way this situation has been handeled.

 

Thanks again for replying, and i hope your the person who can really help me, and not just demand the money.

[varley16]

Sent email yesterday, hope to hear from you soon. thanks.

[varley16]

hello darren, did you get my email? thanks

[varley16]

not heard anything from orange, northern debt recovery or yourself. can i please be updated. thanks.

[MARTIN3030]

Afraid you are not alone.

[Guest Orange Response]

Hi varley16

 

I'm afraid I havn't recieved any email from you. Could you please resend your email to the address above, including the reference number quoted.

 

Thanks!

 

Darren

Orange Response Team

[steveod]

Email is fickle. They can claim they have no knowledge and you're effectively stuffed. (In much the same way a telephone confrontation is never noted on your file).

 

When sending email, it is always advisabe to CC in a friend or associate so that an affadavit from them can be obtained if necessary saying that the email was sent - whilst this does not necessary prove deliver to the main recipient, it does prove sending of the email. You could also send a request to the company under the Data Protection rules and request all information about, to and from you and you may find your emails miraculously appear.

[buzby]

Rerhaps. but the probity value (and expense) of doing what you suggest can be easily avoided by simply sending a letter. It is deemed to have arrived 2 days later. Getting a Recorded Delivery slip gives additional profile and confirmation of delivery, providing a slam dunk should the matter go to court.

[varley16]

ok just a quick update, this has now been resolved, i no longer have to pay this bill. and all thanks for darren for getting in contact with me on these forums.

 

Darren, i replied to the email i recieved today, dont know if you will recieve it, but i really appreciate your response, and sorting this out, i will now consider going back with orange in the future, thank you very much.