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    • what rights of access do you have on your agreement with the landlord?   i suspect you shouldn't have to pay a thing.
    • then there is your proof to them why would you pay for BB twice!!   for my notes: GENERAL NOTES ON CHARGEBACK & Continuous Payment Authority & BACS   .....  We have been telling people to put a letter into their bank instructing them  not to make any payments under any circumstances to these companies  . http://whatconsumer.co.uk/visa-debit-chargeback/- it works! usually this should be done using the number on your debit card  .  banks MUST follow written intructions from their customers ! . CANCELLING YOUR DEBIT CARD DOES NOT STOP CPA'S  .  This fsa guide has now been updated:  . http://www.fsa.gov.uk/static/pubs/consumer_info/know_your_rights_guide.pdf http://www.fca.org.uk/news/continuous-payment-authorities-your-right-to-cancel https://www.fca.org.uk/consumers/unauthorised-payments-account  .  Here's the text:  .  Cancelling a regular  card payment:  .  When you give your credit or debit card details to a company and authorise them to take regular payments from your account,   such as for a gym membership or magazine subscription,  it is known as a ‘recurring transaction’ or ‘continuous payment authority’.  . These are often confused with direct debits, but do not offer the same guarantee if the amount or date of the payment changes.  .  In most cases, regular payments can be cancelled by telling the company taking the payments.   .  However,   you have the right to cancel them directly with your bank or card issuer by telling it that you have stopped permission for the payments.   Your bank or card issuer must then stop them – it has no right to insist that you agree this first with the company taking the payments.  .  Be aware, though, that you will still be responsible for paying any money that you owe. and that CANCELLING YOUR CARD WILL NOT STOP THE CPA  .  ..  .  New june 2013  .  Regulator orders Banks and mutuals to review complaints about not cancelling recurring payments from November 2009.  .  Consumers who have set up a regular payment from their account will now be able to successfully cancel that arrangement   by contacting their card provider, the Financial Conduct Authority said.  .  The FCA has been examining how easy it is for customers to cancel Continuous Payment Authorities (CPAs)   due either to payday lendersicon or for other regular payments such as subscriptions or gymicon memberships.  .  CPAs, which are also commonly called recurring transactions or recurring payments,   are relatively easy to set up but can be hard to cancel, causing problems for consumers trying to manage their finances,the FCA said.  .  Now, following the FCA review of how the largest high street banks and mutuals process requests to cancel CPAs, they have agreed that they will ensure that when   a customer asks for a recurring payment to end, that will be sufficient to cancel the arrangement. They have also confirmed that should a payment go through by   mistake following cancellation by a customer the customer will be refunded immediately.  .  In addition to securing this commitment, the largest banks and mutuals have agreed to review every individual complaint they have received about the non-  cancellation of a CPA and to pay redress where payments have continued to be made despite the customer cancelling the arrangement. This applies to all complaints   since November 2009 when the Financial Services Authority, the FCA’s predecessor, began regulating banking conduct.  .  Clive Adamson, the FCA’s director of supervision, said: “It’s important that consumers are confident that banks are meeting their everyday banking needs. Today   customers can be confident that when they ask for a Continuous Payment Authority to be cancelled – it will be cancelled - and that it can be done easily.   . “We recognise that historically this is an area where some customers have struggled but the banks and mutuals have responded positively to our work on this issue.   From now on we expect them to be getting this right. In addition, they have committed to review past complaints.” .  .  Also mentioned your displeasure that as whomever took your money had obviously attempted this many times   probably activating your banks own anti fraud software - nobody had the decency to inform my you this was going on.? .  .In the FSA's own words:  .  ..  What should I do about a payment from my account that I didn’t authorise?  .  Your bank must refund an unauthorised transaction.   Money can only be taken from your account if you have authorised the transaction   or if your bank can prove you were at fault –  . see below.  Contact your bank immediately if you notice an unauthorised payment from your account. .  If you are sure you did not authorise the payment, you can claim a refund.  .  However, your bank does not have to refund you if you do not tell it about the payment until 13 months  or more after the date it left your account.  .  Your bank must refund an unauthorised transaction  .  ------------------  .  Your bank may only refuse a refund for an unauthorised transaction if:  .  ? it can prove you authorised the transaction  – though your bank cannot simply say that use of your password,   card and PIN proves you authorised a payment; or .  ? it can prove you are at fault because you acted fraudulently,   or because you deliberately,   or with gross negligence, failed to protect the details of your card, PIN or password in a way that allowed the transaction  .  -----------------------  .  How quickly must my bank refund me for an unauthorised transaction?  .  The bank must make the refund immediately unless it has evidence that one of the above reasons applies.   Your bank may ask you to answer some questions and fill out a form confirming what has happened,   but it cannot delay your refund while it waits for you to return the form.  If the bank has evidence that one of the above reasons for refusing a refund applies,   it may investigate before making a refund   but must look into it as quickly as possible.   If your bank rejects your claim for a refund it should explain why.  If the transaction was on a credit card, the refund may not happen immediately.   But the card issuer cannot charge interest or ask for repayment of the amount unless it can prove you are liable to pay        
    • Only asking because I want to get my facts right before I approach the bank! Yes, BT is coming out of the same account.
    • not if they want to make the OP the named claimant no!! let them take the other party to court themselves!! the op can be a witness then..   one bitten...read this thread..      
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diminish

Orange Customer Services, ignored?***COMPLAINT RESOLVED***

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Hello,

 

To cut a long story short, I tried to upgrade my Orange contract so did the mandatory thing and rang up to speak to their redemptions department. I'd like to state that I've never had any massive problems with Orange previously and even though the signal in my area is very poor, I stuck with them due to loyalty.

 

I've pasted the e-mail I issued to them recently, however I've had alot of them ignored consistantly, was wondering if anyone else is aware of any better/more efficient way to contact them?

 

I realise I sound pritty indignified in my e-mail, and I did write it while I was fuming at the time. But I don't feel like I have any other choice. They want me to visit an Orange store and there's no way in hell I'm doing this, ever. As far as I'm concerned my information was correct for the past 6 years and has mysteriously changed through no decision of my own. It feels more and more like some kind of tactic their cancellations department are using.

 

E-mail below (personal info stared out for obvious resons):

 

Hi,

 

I recently called Orange on 13/08/2010 to cancel my contract, or possibly negotiate a new contract as I am within my upgrade period, my contact ends on 12/09/2010. After waiting for 15 minutes to get through to the redemptions department I was then asked to give data protection. As I've been a customer with Orange for the past 6+ years and never had any issue with any of my personal data, I thought nothing of contacting Orange via my mobile phone. I was then promptly told that the date of birth that I gave over the telephone was incorrect. Obviously my date of birth has never changed and this is the date of birth I have been using consecutively over the last 6 years without any problem.

 

Before I continue I'd like to point out the following;

 

1. I was calling directly from my mobile phone which the call centre can distinguish, NOT from a landline; this its self is a form of identification.

 

2. I entered my password correctly into the automated voice service, I was under the impression this ALSO was a form of identification as I am the only one who knows this password.

 

3. When I finally got through to the customer service advisor, I also gave him my address and mobile number, another form of identification.

 

I realise that you are entitled as a mobile phone company to do a degree of data protection and respect this. However, as a person that has worked in multiple call centres, I'm also aware that if a part of data protection is failed (I must state that this is not through the fault of myself), different questions can be asked until the customer service advisor in question is happy with the callers identity!

 

I'd like to continue to stress the point that the reason the date of birth on the system is not correct, is through NO fault of my own. As I have happily contacted Orange possibly near hundreds of times in the past and had no problems, I find it very intriguing that when I call to cancel my contract, I'm then told that the information on my customer account is wrong? Really, are Orange customer service advisors honestly using the extremely disrespectful tactic of changing a customer’s information over the phone, when the call up to cancel their contract, to keep their own figures up? Is this possibly a case for the watchdog service that monitors you?

 

From this point the agent refused to continute the call.

 

After my first call I made a second, to a different department to go through data protection again as I believed that the first agent I spoke with may have misheard me when I pronounced my DOB. When I tried to enter my password using the automated service for the second time, I was told my information was incorrect. I made this point to the customer service advisor I spoke to on my second call, to which he told me my account had been locked!

 

I could not believe how INSULTING this was for the contact agent to do. The agent I spoke to on my first call informed me I had to visit an Orange store to change my information, as I've stated before I'm not willing to do this as It's not my fault, it's yours. Why would he then go to the lengths to BLOCK my account after I hung up?

 

I provided him with 4 pieces of information which state I am the owner of this account, to the one piece of information which is incorrect, through your error. I then asked for the name of the customer advisor in the redemptions department I spoke to originally, to the person I spoke to in my second call as I was inclined to make a complaint with the way I was treated as deemed it to be unfair.. As again, the information I gave is correct, your records have been amended incorrectly.

 

I was refused to be given the name of the person I spoke to originally. Yet I was not refused to be given the name of the person I was speaking to the second time. This does not make any sense and just strenghtens the idea I have that the original agent I spoke to was acting in an .ExternalClass p.ecxMsoNormal, .ExternalClass li.ecxMsoNormal, .ExternalClass div.ecxMsoNormal {margin-right:0cm;margin-bottom:10.0pt;margin-left:0cm;line-height:115%;font-size:11.0pt;font-family:'Calibri','sans-serif';} .ExternalClass .ecxMsoChpDefault {;} .ExternalClass .ecxMsoPapDefault {margin-bottom:10.0pt;line-height:115%;} @page WordSection1 {size:595.3pt 841.9pt;} .ExternalClass div.ecxWordSection1 {page:WordSection1;} inappropriate manner

 

I can't stress how thankful I am that I only have one remaining month of payment left on my Orange contract(Not including the outstanding amount that I received from last month’s bill today.. another way I can indentify I am the owner of this account)

I completely, utterly, absolutely refuse to take time out of my social life to visit an Orange store to rectify my date of birth(The nearest being a considerable drive away) Yet Orange will be happy to take my monthly direct debit from my account(Another fact only the account owner would know? I set up a direct debit 6 months ago. As to bypass the £3 fee for not having a direct debit) but they will not allow me to cancel/negotiate my contract.

 

It's also interesting that I have issued two e-mails, over the last 2 weeks to Orange, via your website, concerning cancellations and upgrades and they have both been ignored.

 

I'd like to point out a few more facts that distinguish I am the account owner;

 

The direct debit on the account is held by *****

I contacted orange, around 6 months ago to cancel a service I was receiving called 'Traffic TV' (Which I never signed up for...) and received a small refund for this

Within the last 6 months I have contacted Orange regarding phone upgrades.

If your records go far enough back, my account was once registered to the address; ***** when my contract was originally taken out.

My password is (I normally would NEVER give this out, but I believe it may help my case) ****

 

The following were the EXACT amounts of my last bills, taken from MY direct debit information;

 

Current outstanding amount that will be paid at the end of the month(28th of every month to be exact) £26.70

Other bills that have been paid in month order;

 

£21.48

£27.35

£18.77

£14.38

£21.04

£28.36

£28.07

£14.00

£21.24

£19.23

£26.25

 

 

I called up numerous times over a year ago to add the unlimited data to my phone for a day for the £1 fee, not sure if you do this anymore but you did at the time.

 

This e-mail address is also registered to my phone number/online account?

 

Do I need to go on?

 

All I am trying to do is negotiate a new contract, I don't expect this form of treatment and I don't expect 'corrupt' customer service advisors changing information on a customer’s account when they call to cancel to try and prevent them from doing so.

If you cannot resolve this issue, I will forward it to the appropriate governing authorities, will pay my last bill and make it my single goal (Yes, you've annoyed me that much) never to purchase any form of Orange product again, and make sure that all friends and relatives know how corrupt your members of staff can be. What a shame I was considering Orange home broadband?

 

After 6 years of loyalty I have given your company, even when told by friends I could acquire better contracts and not mentioning the fact that I have a very poor signal in my area, as well as massive queue times to contact you via phone, I have stuck by Orange

 

 

Once again, I would HIGHLY like to stress the following;

 

After 6 years of contacting you and successfully giving you my date of birth over the phone to possibly 50+ customer service agents and having no issues at all, it's nothing but insulting to then call up, attempt to cancel and to be told my date of birth was incorrect.

 

I am willing to scan my driving licence and issue this to you, but I will NOT visit an Orange store, in principle alone

 

Please respond appropriately, I await your reply and hope, really hope we can come to some kind of resolve.

 

**I then list all my contact information, address, name, dob(haha) and number***

 

Yes, this IS my date of birth, no matter what your system says, funnily enough it's never changed

 

Thanks for your time,

 

Regards,

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Guest Orange Response

Hi,

 

I work for Orange and may be able to help.

If you drop me a mail to customer.services@orange.co.uk, including the code ORT1024, your mobile/account number and username from this site, I will investigate this issue for you.

Please add the code and ‘Jonathan Orange Response Team’ in the subject field so the case can be forwarded to me quickly. Without the specific code I am unable to pick up your case.

I hope this helps.

Jonathan

Orange Response Team

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Thanks, I've sent you an e-mail with the required info

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Credit where it's due, Jonathan at Orange was very quick and efficient and resolved my problem, thanks for the help!

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Excellent thanks for updating.


Have a happy and prosperous 2013 by avoiiding Payday loans. If you are sent a private message directing you for advice or support with your issues to another website,this is your choice.Before you decide,consider the users here who have already offered help and support.

Advice offered by Martin3030 is not supported by any legal training or qualification.Members are advised to use the services of fully insured legal professionals when needed.

 

 

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