[quote="Hampi"]Hi,
my letter informing of the closure was also dated 15th October...
...And now I have just seen that they have taken my money for another month, despite my cancellation request.
Hi Hampi,
I will post again if/when we receive a response to our recorded delivery paper letter demanding confirmation that our account has been closed and a refund on the additional payment they took for December.
When we rang Orange on 1 November to cancel Any Time, we were told to ring a second, paid-for number. This paid-for call has been logged by BT and it appears on our November phone statement - so Orange cannot deny that a call was made on 1 November.
I've just got my husband to run through again exactly what was said when he phoned Orange on 24 Dec to challenge them over not actioning the cancellation. The (very difficult to understand) call centre operative did acknowledge that a call had been logged on 1 November but claimed that we had not cancelled our account.
This is a downright lie.
We cancelled on 1 November. We were told that the November DD would already have been taken a few days before. The DD for December was taken in late November and this appears on our credit card statement.
If they also take a DD for January, that would go through in the next day or two. We have contacted our credit card company and we cannot cancel this DD arrangement - this can only be cancelled by Orange - so it is of considerable concern to us that they do not continue to take any further DD payments.
I'm curious to know why, having contacted customers via paper letter during September and October to announce that Any Time would be closing in December, Orange has now decided to extend Any Time into next year and what connection this decision may have with the non actioning of Any Time cancellations and the sending out of these "your automatic switch to BB has failed" letters?
Hi,
my letter informing of the closure was also dated 15th October. I have never really thought about broadband before, because I have always been happy with flatrate and it has always suited me just fine. Ok, so weighing everything up I dcided that the offer was 3 pounds cheaper after all, so I decided to do nothing, as the letter advised. So I just waited...
and waited.....
and waited.....
then, just as I was considering getting on to Orange as to why no broadband had arrived, or why I had not heard anything at all from them, I received a letter very similar to the one alphafemail describes. They can't even tell you what the mysterious (in my case) "missing details on our server" are. So it's bye bye anyway. So, weighing things up again I contacted them to close the account so that I could move to another anytime provider. By now i'd lost a bit of heart
And now I have just seen that they have taken my money for another month, despite my cancellation request.
oh well, I don't want the hassle now, so I think I'll just leave it, come what may.... one day I'll leave the Orange-circus anyway,
hopefully at the end of january
This sounds very, very familiar. (And I hope that Orange are monitoring this because I want them to read my comments and take it into their heads).
I got my AnyTime ending letter on 31st October, and thought it would be the time to move to broadband, so I took no action.
On 14th December, my AnyTime was switched off, I had not received the modem I was told would arrive "in about Three weeks" (what sort of timescale is that???!!!???) I had already written to the address in Rotherham, and at that time had heard nothing, so I phoned the India-based call centre about the lack of a modem. I was told that one had been sent in November to an address which I had never given Orange, and so some half wit must have invented a new address for me!! I was then told that a new modem would arrive in " Three to five working days".
On 2nd January, still no modem, we contacted consumer advice, who told us to write to Orange and say that, as they were in breach of contract for not sending the modem, I would cancel the broadband if a modem was not received within two weeks.
On 8th January, I had a phone call from Orange to say that another modem was on its way.
On 12th January, still no modem!!!!!!!
I am having to access the internet using a pay as you go service because of Orange. They truly are crap, useless, incompetent.....
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