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Afternoon all,

 

Ill try to make this as simple as possible in the hope that someone might be able to help.

 

My Orange contract was about to expire and to cancel the contract I had to do so in writing, sadly I failed to sign this letter. Orange wrote back to me saying they needed the letter signing for their records. I signed and sent immediately. I didn’t here anything back so thought this was the end of the matter. This was all done well within the last month of the contract.

 

All of a sudden I started receiving invoices and statements claiming monies, no break down, just amounts. Then Orange started to call me a couple of times a day but none of their call centre staff could help regarding my query, they just wanted money!

 

I wrote to Orange whilst these calls continued but heard nothing back, I sent further recorded letters (complaints) to customers services, and heard nothing back. I’ve contact orange 4 times now via recorded mail, they haven’t once contacted me regarding my query.

 

At this stage, the so called debt has been passed onto NCO Europe Ltd, let me tell you, these boys are real cowboys, they call endlessly, and they’re aggressive and very unprofessional, why Orange would use such a bunch. Anyhow, I complained to NCO Europe, requested they no longer contact me via phone but they still do, they send me various letters with 72 hour notice before.....and other pointless threats of how they'll be round to visit.

 

I really don’t know what to do, Orange won’t reply to me, NCO keep harassing me.

My partner says I should sue them for harrassment but Im really unsure.

 

Can anyone help?

 

Tizzy.

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I fear that you have not realized the worst... Have you checked your credit report? Mobile companies can damage your credit file as much as a CCJ depending on the search criteria!

 

Now, to deal with this, 1st the DCA, Send them this letter http://www.consumeractiongroup.co.uk/resources/templates-library/86-debt-collectors/574-letter-when-account-has-been-passed-on-whilst-agreement-request-is-in-dispute but miss out the paragraphs referring to the CCA (that is for disputed debts from financial firms)

 

OK then to the crux of the problem Orange. All telecoms suppliers that deal with the public have to adhere to a "Code of practice" which gives you an outline of how to complain.

This is the Orange Code of practice http://www1.orange.co.uk/documents/regulatory_affairs/orange-consumer-codes-of-practice(v1.7).pdf

 

The interesting bits for yourself are :-

complaint handling process

If you want to make a complaint, firstly you should

contact customer services using the details in the

contact section at the back of this booklet and speak

to us to discuss any problems you may have. In

most cases your query will be answered immediately.

If you have an issue which is not resolved then

you will have the option to discuss the issue with a

Customer Service Team Leader and if still unresolved

a Customer Service Manager.

alternative dispute resolution procedure

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. CISAS will not consider

any complaint until one of the conditions for referral

has been met. CISAS is an independent alternative

dispute resolution scheme which has been approved

by Ofcom.

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: info@cisas.org.uk

website: arbitrators.org/cisas

Alternatively, your local Citizens’ Advice Bureau or Trading

Standards office may be able to help – please contact

them directly.

Hope that helps :)

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

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Ok, so I emailed the Orange Response team on this website and can I say, what a useless task that was. They couldnt help and just gave me the same usless information asking I call customer servies. Ive written to them several times and theyve not replied.

 

Just dont know what to do.

 

Liz.

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Write to them here:

 

St James Court,

Great Park Road,

Almondsbury Park,

Bradley Stoke,

Bristol

BS32 4QJ

 

Tell them what they have done wrong, I'd also suggest that there is no need for a signature on a letter, as they can confirm you are who you say you are by giving them your details. Tell them what you would accept as settlement (xxx money returned and your credit file fixing? Something along them lines.) or as your cokmplaint is over 8 weeks old (I'm assuming there :p) you will escalate the complaint to CISAS.

If in doubt, contact a qualified insured legal professional (or my wife... she knows EVERYTHING)

 

Or send a cheque or postal order payable to Reclaim the Right Ltd.

to

923 Finchley Road London NW11 7PE

 

 

Click here if you fancy an email address that shows you mean business! (only £6 and that will really help CAG)

 

If you can't donate, please use the Internet Search boxes on the CAG pages - these will generate a small but regular income for the site

 

Please also consider using the

C.A.G. Toolbar

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Share on other sites
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