Site AdminJoined: 07 Apr 2006Posts: 784Location: United Kingdom
Just when I thought it was all over for one of my broadband accounts, I receieved this email today from Orange...
Note however, that they provided me with a MAC on 13 March 2007 so that I could migrate to Be. I also told them to cancel the account! This was 4 days after requesting the MAC which they have NEVER (as promised) emailed to me! I had to phone Orange for my MAC!
I also, after reading a post here a couple of days ago, decided that it would be a good idea to cancel my direct debit just so I did not have to end up chasing them for money that they may have wrongly taken - we pay a month in advance Orange - not in arrears! Thus I owe you nothing!
Unfortunately the payment details we have for you seem to be incorrect and we just need you to update them for us.
It's easy to do, just go to
https://www.orange.co.uk/membercentre/youraccount/
to change your details online, or give us a call on 0870 010 2462* or 0870 1900 672* if you're on our Broadband Starter package between 7am and 11pm, any day of the week. For free broadband customers with an Orange pay monthly contract, call 150 on your mobile phone for free or 07973 100150, lines are open 24 hours a day, 7 days a week. Call charges from other networks may vary.
Please do it as soon as you can, otherwise, we won't be able to take your monthly payment and you'll be charged a £5 late payment fee.
Thanks.
Customer Support
* Your call will cost up to 7p/min from a BT line, or 4p/min via Wireless & Talk. Charges from other networks may vary and calls might be recorded.
Please don't reply to this email. You can call us on the number above instead, or write to us at: Customer Support
PO Box 486, Rotherham, S63 5ZX.
Orange Personal Communications Services Limited, Registered in England,
Company No.: 2178917, Registered Office: St James Court, Great Park Road,
Almondsbury Park, Bradley Stoke, Bristol BS32 4QJ
Orange Home UK plc - Verulam Point, Station Way, St Albans, AL1 5HE
Company Registration No: 03014367
OHCS II - Serviços de Internet, LDA
Rua de São Francisco No 3, 2 Andar; 9000-050 Funchal; Madeira; Portugal
You know who I am. You know my account numbers and all other details about me. You know that I owe you nothing...
I am NOT prepared to phone your customer support offices - this is your problem - you call me if you want to talk to me. *** Be advised, that when you do call, your call WILL be recorded for transcribing purposes - for this website. ***
K
P.S. - The Be* broadband service is great - great speeds and... wait for it... No disconnections!
Hey, I've had one of these too - great that you can't reply to them and have to pay them 7p a minute if you want to call them isn't it?
I've written to all those addresses on the bottom and repeated my demand that any further communication must be in writing - despite the fact that customer services have already said that they 'cannot' communicate by mail. (I asked them why but had no explanation. Choose your own reason.)
Anyway, they can't email me again because as I have repeatedly told them I AM NO LONGER AN Orange CUSTOMER (read my lips) and therefore no longer have a freeserve email address...but they don't seem to grasp this. Boy this company has problems doesn't it, and it's obviously not just service levels and customer relations - watch out shareholders!
I'm cabled up now and content, but will still be interested to see if they comply with their legal obligations re a MAC key. I will of course add to the Ofcom complaints list if they don't. Must be getting to be quite a case load now.
After reading this thread I thought I'd see if I could still log in to my old Orange account to check payment details, I migrated to newnet about 3 weeks ago, and I find this issued 05/04/07!
Mr
any queries call :
customer support
0870 010 2462*
Please note this statement is for information only.
THIS IS NOT AN INVOICE FOR VAT PURPOSES
You don't need to do anything. Payment will be taken from your account as usual.
date
account number
statement number
Thu Apr 05 00:00:00 BST 2007
Account Charges
Late Payment Fee for bill no: , dated: 05/03/2007 £ 5.000
Total £ 5.000
Total for this period £ 5.000
Previous Balance : £ 17.990
Payment received with thanks on 05/03/2007 - £ 17.990
Payment outstanding £ 0.000
Total to be automatically collected on 05/04/2007: £ 5.000
They won't be able to collect as direct debit is cancelled but did I miss something? As far as I'm concerned my Orange account was cancelled on migration, I even phoned them and sorted sending the silly livebox back. What the f*** are these monkeys up to apart from blatant theft?
PLEASE PEOPLE, WHEN CANCELLING OR MIGRATING STOP ANY DIRECT DEBIT TO Orange IMMEDIATELY, OTHERWISE THEY WILL ROB YOU!
I recently changed to Waitrose, hurrah! I cancelled my Direct Debit the day after my Waitrose connection went live as I figured that from that day onwards I had nothing whatsover to do with Orange. They had taken their usual monthly DD about a week before this date. I figure I'm probably owed some money by Orange but, quite frankly, they're welcome to it. That I will never have to deal with them again (unless they buy Waitrose!) is more than worth it.
I received exactly the same email from them as above. The day after I had cancelled my DD!! What's more, it was sent to my 'proper' freeserve address, not the 'member@' address that they concocted (which was another gripe I had with them - I could only collect emails they sent to me using webmail - the 'member@' emails they sent me didn't collect using Outlook Express. They said they'd send my MAC to my proper address, but they didn't. They sent it to my 'member@' address).
I did reply to it pointing out that I thought they were very funny. But I got an auto-reply saying the account isn't checked.
I daresay they will try to collect another payment and I do have two slight concerns:
1. Is it at all possible that they could cancel my BB connection, even though it is now handled by Waitrose? As it is carried over the BT lines I presume when they need to cancel a connection they merely contact BT and ask them to do so. Do BT check that it is an Orange connection before pulling the plug?
2. If their records show I am refusing to pay a bill could I end up on a credit blacklist?
I am absolutely determined to never contact them again, but - for the above two reasons - would it be worth my while to do so? I fear I would merely be whistling in the wind in any case; what would be the point?
I daresay if (1) happens, Waitrose would get it sorted reasonably quickly. And if (2) happens I can add a note to my credit file (explaining the situation), so it won't be the end of the world.
_________________ No longer an Orange customer. The future is bright once more :-)
1. If Waitrose are actually supplying you with broadband service now, then I can see no way that Orange can interfere with that service.
2. If you are concerned, I would write a recorded delivery letter stating why Orange are in breach of contract, detailing what the problems were and when they were notified to them and that they should desist from harassing you for unsubstantiated costs immediately. Keep a copy of this letter.
The problem is, like with any big company, the accounts dept. don't talk to the operations dept. and vice versa.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
Hi John S
When i left (well ran actually) last year which was handled by the ISPA they gave me a number to ring it was an Orange customer relations expert (that alone cracked me up) when i rang her she actually said to me when your migration has gone through would i ring her to let her know and she will cancel my account and make sure nothing was taken from my account so i assume the ISP is in a total mess no one knows what the other ones doing "Nothings changed there then"
_________________ ex Freeserve/Wanadoo/Orange Blog
BT have a report they send Orange with a list of custoemrs that have migrated away to a new isp at this point Orange closes and stops your account. However there are few occasions when BT fail to notify Orange that a customer has successfully migrated away.
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"Nothings changed there then"
