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Orange says i haven't paid and i have.

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i began a 12 month sim only contract with Orange in October 2012. first payment went out on the 5th November from my business account.

during mid December i get a bar on my mobile and told that i hadn't paid and to phone 150. i did this and told their customer service that i have been paying all the time and furbished them with all the bank details, the bar was lifted and they said someone will be in touch in the next few days.

i didn't think anything about it then..problem solved.

2 weeks later i get another bar on my mobile and i went through exactly the same thing again with another, supposedly customer service person. i was told the same thing and the bar was lifted.

i then realised that i had transposed two numbers in my reference to them; hands up, that was my fault. i called 150 and owned up to this , humbly. the guy told me to change the reference ( i had 0871.... instead of 0781....) to the correct mobile number and someone will get in touch with me.


Monday 18 February


At about 15.00 I hada block put on my mobile again!! I called 150 and got the same annoyingautomated girl’s voice saying how they are here to help and you can go on lineto sort any problems out, when you CAN’T because the stupid site will not letyou in if there is an issue concerning your bill. Then you go through the sameroutine of listening to all the drivelling menus with that same irritatinggirl’s voice only to get a human robot at the end of it saying what I haveheard repeatedly since Christmas with no follow up action. I am talking to awall! Every android that I spoke to since Christmas have said I would get aconfirmation of some kind within the next few days and the problem would besorted out, but no!!I


NEVER have I received ONE follow up call. Where is thecustomer service in that?


I told every person I had contact with on orange, that I was paying the money into the orange account, and that I had the correct sort code and account number, but this time the block wasn’t lifted.

I use this phone for my business and since the block I have obviously lost some of that business.

I can’t tell you how furious and frustrated I was with thelack of empathy that orange staff have. I had to leave trying talking to 150; I had enough for one day.


Tuesday 19th February


I compiled an emailcomplaint and sent it to your “customer service” and received the following response… yet from another automated non human source:


Pleaseaccept our apologies, we are in the process of improving our e-mail service,and cannot deal with your e-mail enquiry at this time.

For themoment, can we ask you to use one of our alternative Customer Service channels,where our advisors will be happy to answer any question or resolve any enquiryyou may have.


You can contact us, between 8am to 10pm by :-


  • dialling 150 from your Orange handset or
  • calling us on 07973100150 from a landline*
  • Our Text Service provides text message support on 150 - just send 'help' to 150
  • If your abroad you can also contact on 07973100150**
  • You can manage your account online, 24 hours a day at "your account"
  • You can also manage your account and get answers to most questions, using our Your Orange app, available to download for all smartphones
  • You can talk to one of our agents using our Click to chat services on our website
  • Alternatively, our Orange helpers are always ready to provide support if you visit our social media sites @OrangeHelpers on twitter or search for Orange Helpers on Facebook

Again! I reiterate that you cannot access your account ifthere is a payment issue, but you say you can…more infuriating non advice.


I posted my grievance on facebook to Orange Helpers and mayas well have sent it to Santa Claus as I got “surprise surprise” no response yet again!


So basically orange have absolutely no customer service.


Wednesday 20 February.


Started contacting orange 150 via landline at 10 am I got cut off whilst speaking to a customer service rep. I called again and got through to someone and I asked him to take my landline number because of the waiting, he did and read it back to me. hethen asked the same questions as everyone else and said he’d see what was happening,also said he’d get back to me shortly….I’m still waiting. Then I called via thePAC site and requested a PAC and the rep, called David, was actually helpful, unfortunatelyto no effect, he said he have to reactivate my mobile and then send me the Pacnumber. I asked how long will this take and he said not long within the hour,that was over 6 hours ago. This guy also gave me the fax number 08703748129 tofax direct to correspond with orange. I have been trying continuously sincethen 11 am to fax stuff through; it always says the line is busy. How can yourfax machine be continuously busy for over 6 hours before I finally gave up retrying to send?


I called again via the Pac line and got an belligerent guy,probably because of my tone but after all the crap that I’ve had to deal withwho could blame me and either way he should have been a bit professional anddealt with it. He said that I’d have to pay for the full 12 months as I have a contract and I said I don’t think so as I haven’t had a service; so orange are in breach of contract…( are they?)..he put the phone down on me!!! I tried to call back and I got a block where my landline wasn’t being answered!!!......... I didn’t know you could do that.


Thursday….21 February


I’m really extremely angry and could kill someone!!


I turn my mobile on, it’s switched off at night…habit, onlyto find that the only pleasant chap “David” had got my phone reconnected andsent me the PAC code. Progress at last.


While I was in the process of compiling this complaint Iactually got a call from a convivial female called Jane from the facebookhelper’s group!. It had taken two days for a response but at least they didrespond. Jane listened to my saga and was very sympathetic and said she’d explain my position with a member of the billing team and get it sorted. I thought “here I go again!”


Jane put me through to someone in billing and he then put me on to his supervisor, I forgot his name but I wasn’t optimistic. I when through yet again the saga and he asked me when my payments went through, I said 3rd,4th or 5th day of the month but I’d logon my online banking and tell him exactly. Before I managed to logon to my account he said he has found all my payments!!!!!!

I was instantly astonished and relieved.

I had pestered my bank and they said that everything was good their end and that all the payments had gone as it should have and if there is a problem it would have to be with Orange’s account. Clearly there wasn’t any problem so my question is “why have I had to endure all the anxiety,stress, inconvenience and loss of business?” because of total incompetence of Orange.

I think it has been disgusting the way I have been treated,there was never any cause for it and if anyone had followed it through at the beginning the billing problem would have been rectified.

12 March 2013




Phoned 08003762285: I couldn’t get through 07073100150’s automated system, as my number wasn’t recognised.


20 minutes on my land line to yet another totally uselessperson who eventually said I have to phone




I got through to collections onmy land line!! And went through the rigmarole of explanation, to someone belownormal intelligent, who eventually put me through to a guy called Steve (ext37514) who didn’t have much more sense. I had to go through the same saga again only to get the same of pat questions. I gave him the dates when the money wentout of my bank, my bank account number, and sort code details. I then confirmed Orange’s bank account number, and sort code, and both the references that my mobile has been paid with. He said I should contact my bank to see where themoney had gone!!! Losing the plot, a little. I said the money has gone into orange’s account and reiterated that onFebruary 21st , some supervisor had no trouble in finding the payments!!! WHAT HAPPENED SINCE THEN????


He then put me on hold for agesto talk to billing. Arrrrrgh!!


When he came back, he said theywould look into it!!!! another exasperation gasp from me. I’m dealing with totally incompetent idiots.


I said I need the phone reconnected as I have been paying and they will find that out, as they hadpreviously a month ago. I also explained that it is for my business and that Ihave already suffered numerous days without service and loss of business because of it. I said what if I happen upon a person lying in a ditch dying andI can’t call any emergency service?? He went back to billing and I was left on hold again. When he came back he said I have to wait.




I am obviously paying! otherwise I wouldn’t be on the phone to them!

HOW do i make a complaint to Orange?

CAN i make claim against them for stress and loss of business?

it is 11.25 wednesday 13 march and still no contact from Orange!!

What can i do?

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