After 4 years of dial up i have moved to another provider and given Orange the 30 days notice to close my account.This was given on the 18th July and so due to finish on the 17th August.I got them to confirm the cancellation by email and asked about whether the direct debit,due today would be worked out pro rata(1 week) They skirted round the problem so today i logged in to my account only to find they have taken,or are about to take,another full month.
I phoned up and after waiting ages was very angry when a bloke i could hardly understand said they were upgrading their computers!! and phone back later.Yeah,well why did they ask me to hold on then!!
So i have emailed them instead and explained what has happened,asking for the amount to be changed or the difference refunded.
Now i knew Orange were bad that is why i didn't stay with them for broadband,but after reading lots of posts on this forum i had no idea just HOW bad!!
Any advice would be gratefully accepted.This must have happened to some of you before.Do they wait until the closing date,then refund,or do they just keep the payment,regardless of the fuss one makes?
Eddie,the line is dead so cannot use this number i'm afraid.I shall wait and see what the email says then maybe try Orange again.I wonder if there is a time when they are less busy so it doesn't cost a fortune waiting for them to speak to you.
Eddie,the line is dead so cannot use this number i'm afraid.I shall wait and see what the email says then maybe try Orange again.I wonder if there is a time when they are less busy so it doesn't cost a fortune waiting for them to speak to you.
The number is in use, Monday to Friday. I have used it myself very recently. It gets you to the switchboard. Try again Monday. However I have just dialed it now and its an engaged tone 00:08Hrs.
I have waded through their terms and conditions and found an address to write to for complaints...Customer Action Team,at Leeds.Though the name itself does not inspire confidence!!If i get nowhere by phone or email i will be writing.I don't intend to give up,even for this small sum,it is the principle.They must be making huge amounts of profit with this con.
Thanks to all who are giving me suggestions,much appreciated and i will let you know of the outcome.
I have waded through their terms and conditions and found an address to write to for complaints...Customer Action Team,at Leeds.Though the name itself does not inspire confidence!!
Well,i might just be getting somewhere.I spoke to an english lady on the helpline who stated that the cancellation had not been placed on the account well well,shock horror!!! but that she would have a quick word with the relevant dept and get straight back to me.This she did and assured me that it was now instantly cancllled and that i would get a refund when the bill was due again next month.Well,i won't believe it till it happens!! but it is now showing up as my account being a pay as you go only.
Which i did not request but if they have to keep the account open to action the refund then i don't mind,as i won't be using it,my modem is disabled and the phone line unplugged.
why they couldn't do a refund straightaway is beyond me but at least i now have a named person i can call on if any further problems.
but it is now showing up as my account being a pay as you go only.
Which i did not request but if they have to keep the account open to action the refund then i don't mind,as i won't be using it,my modem is disabled and the phone line unplugged.
That's just how the system works. A broadband account, once cancelled reverts to a pay as you go account. The main use is that the email address doesn't just disappear when you cancel and be used for sometime, if not indefinitely.
but it is now showing up as my account being a pay as you go only.
Which i did not request but if they have to keep the account open to action the refund then i don't mind,as i won't be using it,my modem is disabled and the phone line unplugged.
That's just how the system works. A broadband account, once cancelled reverts to a pay as you go account. The main use is that the email address doesn't just disappear when you cancel and be used for sometime, if not indefinitely.
Thanks for that info.Why they can't tell you these things i really don't know,then perhaps we wouldn't worry so much.I will now patiently await next months billing date.I won't be holding my breath for a refund though....................
The latest instalment in this ridiculous saga occured today.
I received a letter in the post telling me they were very kindly transferring me from dial up to broadband,no hassle and no more expense for me,and i didn't have to do anything.
WHAT But i am not even on dial up with you anymore,remember?? oh well,it did add that if i really didn't want to take up their oh so kind offer,then i could ring them up and ask them not to.Thankfully on a freephone number.So i did,first question was the suspicious"where did you get this number" so I'm afraid he got both barrels and when i had finished he said he couldn't really discuss my account cos he only had limited access to my account and to ring customer services!!!
After calming down i went through it again and he was at least able to tell me that i was only on payg so there wouldn't be any more payments.NO?
But what if you "forget " to note i don't WANT your rotten broadband and the modem you are going to send me? Any way i have to trust that he has noted it but honestly you could not make it up.I wonder how many more tricks they are going to try to keep me on their books?
At least if you did get put on broadband this way it would be to the Starter package which would include the 30 day trial so there should be no trouble with fees etc when cancelling it straight away.
Joined: 13 Aug 2006Posts: 1689Location: Marylebone Central London
How the hell are they getting away with this there was a similar post to this here the other day, it seems they send them out the time of year when a lot of people are on holiday so if your away and dont see the letter they automatically go ahead with it what a cheek.
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and no more expense for me,and i didn't have to do anything.
But i am not even on dial up with you anymore,remember?? oh well,it did add that if i really didn't want to take up their oh so kind offer,then i could ring them up and ask them not to.Thankfully on a freephone number.So i did,first question was the suspicious"where did you get this number" so I'm afraid he got both barrels and when i had finished he said he couldn't really discuss my account cos he only had limited access to my account and to ring customer services!!!
