Last November I decided to get an Orange phone on a £30 a month contract meaning that I could get free Broadband.I was paying £17.99 a month to Orange for the broadband .
It is now February and I have paid my last two monthly mobile phone bills.
The problem is that Orange are still charging mr £17.99 on my old DD for the Broadband. I have telephoned them quite a few times but it is the same excuse of passing the info to another department .Five days ago I phoned again and managed to get someone to give me a refund of 2 x £17.99 but the money has still not been credited to my account.He also said that I would have to phone in every month yo get the money credited back untill the problem was resolved.
Joined: 10 Aug 2006Posts: 47Location: Hampshire, UK
llith wrote:
Last November I decided to get an Orange phone on a £30 a month contract meaning that I could get free Broadband.I was paying £17.99 a month to Orange for the broadband .
It is now February and I have paid my last two monthly mobile phone bills.
The problem is that Orange are still charging mr £17.99 on my old DD for the Broadband. I have telephoned them quite a few times but it is the same excuse of passing the info to another department .Five days ago I phoned again and managed to get someone to give me a refund of 2 x £17.99 but the money has still not been credited to my account.He also said that I would have to phone in every month yo get the money credited back untill the problem was resolved.
Anyone else in the same boat?
Hi,
when you got the phone did you sign up for the broadband at the same time or call later? If you did it in a store and have the paper work then can the store fax it off for you to try and get the account amended? I know this is possible within Orange Retail stores (being an employee of one).
Finally got a refund for two months ,today.They still charged me another £17.99 for the next month so I will have to phone them again for another refund.
A very poorly run company in my opinion.
Any ideas where I can effectively complain ?
If I stop the DD , if I can ,they will simply cut off the broadband.
Finally got a refund for two months ,today.They still charged me another £17.99 for the next month so I will have to phone them again for another refund.
A very poorly run company in my opinion.
Any ideas where I can effectively complain ?
If I stop the DD , if I can ,they will simply cut off the broadband.
Phone your bank and tell them that that direct debit is no longer authorised and to refuse payment on it. Under the direct debit guarantee it's your banks duty to refund you wrongly issued direct debits.
Then, when Orange contact you to ask why... say you were on free broadband and you have cancelled the existing debit accordingly.
There was a big kafuffle with my previous ISP - Pipex about this ... if you thought Orange was bad ...
This sounds familiar!
Having been with freeserve/wanado/orange for several years with no problems (and Orange mobile) we decided to take advantage of the free broadband with mobile offer and upgraded phones accordingly (and that`s another very long story!). Since August, having been assured no further charges would be made for b.b. orange continued to take payments from my credit card until last month when, after goodness knows how many phone calls to them over that 5 month period, they finally refunded my money, with further assurances that it was all sorted.
But....surprise surprise, what do I see on this month`s statement?? Yes... Payment to Orange. And so it continues......I`m sure we must have spoken to every person who mans the phone lines at Orange at some stage over the last 6 or 7 months!! "We pride ourselves on customer service" or words to that effect - ha ha ha , what a joke.
The problem is if I cancel the DD then Orange will cut off my broadband.I do not want to be cut off as I do not see it easy to connect back on with such a poorly run company , it would involve a hell of a lot of hassle.So at the moment I will have to phone Orange each month to get my money refunded.
jdogsbody have you complained to any outside third party such as OFCOM etc ? If so what was the outcome ? Your problem (same one as mine ) goes back to Aug , mine to Nov.
nO, haven`t contacted any third paryt as yet. My husband rang Orange - again - this evening to try to get it sorted - was told we don`t qualify for free broadband (we have 2 contract phones BOTH qualifying - and 2 pAYG phones with Orange) - yeah right - thats why they refunded us several months payments, and apologised and said everything was sorted 2 months ago. He was given another number to ring ( a higher authority? or just someone else who`s going to pass the buck?) We had legal aid from WHICH magazine over this in the summer - perhaps we`ll be ringing them again soon too.
it sure is - on both the contract phones - certainly on mine(which is in my husbands name too anyway). We changed contract for the very reason of getting the free broadband. My hsband was told 2 months ago that they`d put his phoe on a 12 month contract by mistake and it was duly altered (when we got the refund) - but mine was 18 anyway so we couldn`t see the problem at all.
He tried to ring again last night - was waiting for 30mins in a queue and gave up as he does have a life!
The following e-mail was sent to me today from Orange :
Hello
Thanks for asking us to change your BB 512Kb - Option 1 broadband service to the BB Starter 2Mb - £0.00 package.
We're on the case and, all going well, we should have everything complete in less than 10 working days time.
Don't worry, as soon as it's done we'll send you an email to let you know. Once all the changes are complete, any agreed fees will be added to your broadband account automatically and your contract will be renewed for 12 months.
It seems that the 12 month contract will start in 10 days from now , even though I started the £30 month mobile deal with free broadband back in November last year making it really a 17 month contract
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... if you thought 
