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non direct debit charge (orange)

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my son has a mobile with Orange.Every month he pays £2.55 + vat non direct debit charge. He does in fact pay by direct debit and the front page says thank you for electing to pay by dd. When he rang up after months of me nagging at him they said well on our records you don't pay by dd.Any ideas how he can claim these charges back.

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Write to Orange's 'Executive Office' if you cannot get any sense from them on the phone. Staff are able to view the bill, so if debits ARE being taken and he is not paying by any other method, they can see this, and fix the anomaly not only refunding the fines but also some compensation - say £25 for their errors.

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