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Orange account problem

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Hi All im looking for a bit of advice concerning a orange mobile contract issue.


Two years ago i took out a contract with orange for a phone for my wife as i had just broken her iphone (trying to replace her screen)

the sim was never used i just paid the contract..


Today i have received a letter from orange demanding near enough three hundred pounds

they also stated that they had tried contacting me a few times yet this was the first i'd heard of it....


when i called them to find out what it was for the guy at first said my direct debit had been stopped in Feb 2014

but when i flat out denied this by telling him i have three mobiles with them

and it all comes out as one direct debit he went away to ask somebody else...


When he came back he then changed their story saying that i had made a bacs transfer of £135 in feb 2014

and that because i only had a small contract that this had covered the last 15 months

until the bacs payment had been clawed back last month, neither which made sense as...


a, i have never made a bacs payment

b, my contract was £20 a month and that would have added up to £300 not £135

c, i never clawed back the supposed bacs payment


Finally he asked what my wifes name was as he said the bacs payment was made by a certain womans name

, which did not match hers so



he finally concluded that the payment had been applied to my account by mistake and that they wanted the amount in full off me...


Now what i need to know is

am i still liable for this as it was them responsible for taking the payments at an agreed monthly amount

and if i am what repayment schedule am i looking at as i cant afford to pay them in one go???


And why was £135 enough for them to not chase me for payment but now they want £300??


Any advice gratefully received thanks

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Read our customer services guide. Following our advice in it, call them again a few times and get all the different stories.

Send them an SAR.

When you have gathered all of your info, come back here and we can decide what action to take

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