Orange Pay As You Go missing credit, fob offs and call centre lies.....

[Jonnie Reclaim]

Over the past two months my Wife has applied £40 in top ups to her Iphone payg account with Orange. 13 minutes and calls have been used and small amount of internet data up/download. Both top ups promptly disappeared, and there is at present 76p credit left.

 

After 4 call centre calls, a supervisor 'Vinay' promised (on 13.10.12) that the £40 credit would be restored to the phone within 48 hours. I checked today (16.10) and this had not been done. Further calls to the Call Centre were fruitless.The staff seem to refer toa script of excuses, 'data roaming charges' etc, when the phone has only had UK use, and the data roaming function has not been switched on.

 

The facebook Orange helpers provide pro-forma responses but don't actually do anything.

 

An email to :-

 

executive.office@orange.co.uk

 

also provided a fob off response to contact the customer care centre, which I had already done.

 

My wife has received no service for her £40 - there must be a legal issue here - any idea's / advice anyone ?

[locutus]

Ask them if they consider you at DEADLOCK so you can escalate the complaint.

[2Grumpy]

Do you have online access to the account? If not, sign up for it on the orange website, then you can look at all recent usage (including topups, data etc). It will also show which tariff you are on (in case you are on the wrong one) & extras available that might cut future bills down