I will try not to bore you to much, i have been an Orange mobile customer for nearly 8 years, they were the best and couldnt do enough to help you. Well priced, good coverage. Top and helpful customer service. Then it all suddenly changed.. I had problems last year with Orange overcharging for services id not had and then numerouse other problems which i wont bore you with.
Then 8 months ago out of the blue even though i had always been on direct debit, i had a letter from Orange telling me my direct debit had been returned. checked with the bank and tey told me Orange had cancelled it.
I tried to set up this direct debit again over the phone and by the internet, each time a letter would get sent to me thanking me for setting up direct debit (8 in total) but no direct debit ever would be set up and each month i would phone up and get the £2.55 refunded.
I foolishly then agreed to a new 18 month contract at a higher monthly fee to get the Orange free broadband. I received the broadband quickly and for about a week brilliant. then it worked intermittedly, then not at all.
Broadband technical were completely unhelpful and blamed customer services, customer services blamed technical and this went on for ages and i was phoning up literally every night and being put on hold for and passed about constantly. 1 night i was so determined to try and sort it out i spent over 2.5 hours on the phone to variouse departments and on hold and still not ressolved.
I was even met with comments such as well its free anyway so what are you worried about. i had to explain it wasnt really free as i had taken out a new 18 month contract and had to increase my monthly plan to £35.
Going back to before the direct debit scenario kicked off. i asked if it was possible to change my direct debit date to the 1st of the month as it was more convienient as that when all my other dd came outand instead of a straight yes or no i was told "maybe you should manage your finances better".
eventually i got so frustrated at arguing with oranges departments i demanded to cancel my broadband and Orange id that but i am now left stuck in a contract for 12 months.
The Orange staff just seem to tell you anything, i needed for various reasons to put my mob on call divert for a month, i phone customer services to ask them if this would cost me anything as i thought it would and was assured this was a free service which i was very surprised but pleased with. Then the bill came in at double what it should have been and no as i thought it wasnt free.
But again Orange not interested, i have tried to end my contract though Orange say i will have to pay a full years subscription and theres nothing they can do.
As i see it i i tookk out a new contract in good faith for a service that i am not fully receiving, all i want is my account on direct debit, orange customer services say the only way to sort it out is for me to either change banks or set up a seperate bank account just for Orange. im with HSBC so not a back street or small bank and have dd with other people with no problems and did have with Orange for 6 years
Orange say my bank are refusing to sort up a dd, i have checked with the HSBC customer services who even tonight tell me that Orange have not requested a dd at all, though Orange claim to have asked my bank 9 times, i have even been into my local HSBC Branch who assure me it's Orange at fault
and i am still with no direct debit, orange customer services have promised that they will phone me or a manager will phone me i estimate at least 12 times and no phone call. i have tried being nice, i have tried to be firm. I have shouted, sworn and refused to get of the phone.
I have written 3 seperate letters and posted copys each time to the 3 different Orange adresses i have been given by customer services department and no response at all not even acknowledgement and the last letter i sent was at the beginning of january.
Ive even phoned to try and pay my bill and told by indian Orange customers services that i can not pay by card as i am on dd and get so frustrated i end up hanging up. i know am paying my bill with switch card via the automated phone system and paying the £2.55 charges each time, though Orange have credited these back.
I am completely at the end of my tether, no bodys interested, nobody wants to help, no body phones me back.
i am in the moddle of buying a house and cant risk any late payments or negative payment marks on my credit file or other wise i would just stop using my phone and stop paying them and im sure they would be eiger to talk to me then.
im starting to think the only way to sort the situation out is once my mortgage is in place i will do just then and refuse to play then hopefully they will just shut my account, i know this is extreme but i can;t see what else i can do.
I have never ever dealt with any company as bad as this, and if i am forced to stay until the end of my contract i swear i will never ever go back to Orange with the experiences i have had
Orange should realise people will only put up with this for so long as im sure im not the only customer experiencing this sort of response. When i have chased my letters of complaint customer services have told me that the complaints department have stacks of complaints and there is a back log. i sent my first letter over 3 months a go.
I think you have been extremely patient. I would bite the bullet and tell them that you are suspending all payments until they sort out the problems they've created. If you take this route then you'll need to stick to your guns as Orange are notorious for calling customers bluffs. Don't cancel as you will be deemed to be in breach of contract.
but who do i do this to, orange customer services dont care and i am worried ill get late marks on my credit file as i know thats one thing they do make sure they update regulary, generally i talk to cs who tell me they cant help, then demand for a manager who tells me the same thing. I could write another letter but whats the point they havnt responded to the last 3.
does anybody at least know of any Orange e-mail addresses or anybody else i can get to help me sort this issue out as its driving me mad, ive compained to BBC Watchdog though al they have done is price me for there legal team to give me advice at about £12 an hour from memory -
Finally sorted, had a meeting with my bank HSBC, who even though dont have the best call centres (no where as bad as Orange). And guess what the bank manager looked in to it in depth and yes it was oranges fault surprise surprise.
My bank manager was brilliant, even though Orange had clearly not requested payment the numerouse times they insist they have. She phoned them on a number she had got straight through and advised them what to do and hey presto everything sorted.
why did it take my Bank Manager to have to phone Orange and tell them how to do there job and what they should be doing and she new instantly where as it has taken Orange best part of 8 months.
me hours and hours of frustration, endless hours on hold, endless customer service people, why was all this nessacery.
It was something to do with Orange trying to collect on an old reference number when apparantly they should know full well they have to submit a new number - EASY.
I have completely given up on Orange, im just glad i wont any longer get charged a dd fee and dont have to phone them anymore. my bills are between £50 and £100 as they have been for the last 6 - 8 years, so i have written letters and tried to get help from cs, so know all i will do is make sure i stay within my minutes and will not give Orange any more cash than i absolutely need to.
And hopefully i wil have no cause to ever speak to customer service again. Roll on october then see you later Orange. not that anybody at Orange will care but its a shame a company who was so good as gone so massively down hill and losing loyal customers who just want a basic service.
Ill take my £100 a month else where and vow i will never use Orange again, and i will tell everyone how bad they are.
The thing is i actually pay more for my broadband now than i did with Orange but the customer service is good so i am prepared to pay, price isnt everything.
From now on not just with mobiles, but all things im going to only try and deal with people who have english call centres, and try to find reviews etc on customer service.
My mum, dad, sister, brother and 2 of my mates are all now not renewing there contracts with Orange this year after hearing about my experience.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi andycreedy
I read your posts and am still amazed this dire company is still getting away with their incompetance im sure that many customers are only with Orange till their contracts run out its disgraceful i got out last year they offered me cheaper broadband and some free months i told them to stuff it and went to a decent ISP that could give me the service i pay for but then i was well out of contract and there was nuffin they could do although they made it as awkward for me as possible to leave withholding my MAC which i eventually got off them through the ISPA.
Im glad you eventually got it sorted it must have been very frustrating for you but as you said you will be leaving as soon as your contract runs out like many many others will be.
As far as broadband is concerned when you leave choose an ISP with a 1 month contract then your free to leave whenever you want.
Good luck for the future
Regards
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