Phoned Orange 24th October to cancel account. Despite Orange no longer providing me with broadband, they still think i'm an Orange broadband user.
Orange customer support phoned me to enable a way to cancel the account with no more payments. 30th October. I think they were trying to get me to agree to a new 12 month contract with free broadband.
Called Orange 26th November they have no record of my phone calls or theirs.
Called customer support on 26th November approx 4pm. Customer support phoned me back(Specialist Provisioning Team) to confirm the account will be closed and any balance cleared within an hour.
Called customer support 11pm 27th November. Account still not closed and was told the account would be closed within 24hours and the balance cleared.
E-mailed customer support on the 28th asking why my account hasn’t been cancelled and the balance cleared as promised.
I realy don't understand why closing an account is so hard for them to do. Thankfully i've canceled the direct debit and despite their threatening e-mails for just £5 reminds me how incompetent Orange are.
I've now been with Sky since october 07 without any problems.
Today 20 feb 08 i get a letter from Orange saying i owe them £8.50 and because i haven't payed it they will be closing my account with immediate effect (Orange closed the account november 07). No explanation as to what the money is owed for, but a threat of legal action enclosed. Orange are a joke. Take me to court and see where it gets you.
Lost broadband connection on 15/11/07. No resolution in 30 days (I won't bore you with the tale of woe) so I cancelled on 16/12/07. Operator I spoke to said fine, no further fees due. Just as a precaution I cancelled my direct debit myself. I have just had a letter from Orange telling me that my account has been suspended because I owe then £29.98!
I politely replied that I had actually cancelled my service on 16/12, but they chose not to read my e-mail properly as they simply sent me a web link in order to pay the arrears. What hope is there!
They really are a shambles and I don't actually know who to blame. The initial view is the operators you talk to, but I really don't think these people are always in a position to actually help. I really believe it is down to the unbelieveably poor management of Orange. I don't think they have a proper customer service in place, but in many ways I don't think they should worry for much longer, as they soon won't have any customers to service!
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