I sent them the following letter, but they still persist in saying I have a new 12 month contract til October 2007! What do you people think?
==============================================
Orange Broadband Service Termination request
From: Alexandre Borione (aborione@hotmail.com)
Sent:04 May 2007 10:05:25
To: customer-service@uk.orange.com
WITHOUT PREJUDICE
Broadband Account 3442204
To whom it may concern:
I have been an Orange Broadband customer since 19 May 2004, and my 12-month minimum period therefore ended in May 2005.
In October 2006, I called to downgrade my service to the Basic package (@14.99/month from 17.99).
I have been requesting since the end of February 2007 to terminate my service because the new flat that I moved into already had an alternative provider.
I have been repeatedly told that I could not because changing my service in October 2006 put me into a new 12-month contract.
I strongly dispute this on factual grounds.
1. The representative I called in October did not EVER mention that changing service would result in a new 12-month obligation.
I know this for a fact, as I already had in mind that I may move earlier than 12 month, and I would then arrange a brand new contract to obtain
the current state of the art Orange service: Wireless Broadband. There is no way I would have accepted a new 12-month contract without requesting
a wireless modem.
2. I have never signed a new contract, I have never orally accepted a new contract, I have never taken receipt of new equipment implying acceptance of a new contract (unlike my original contract). My service downgrade has resulted in zero additional expense to Orange.
3. In my latest conversation with a customer rep, he argues that I must have received an email mentioning a new 12-month commitment. There is no proof of such an email,
and I would think a new contract requires an active role on my part, not just reaction to an automatically generated email confirming change of service level in the headline.
I expect most customers to only read the subject line for an email confirming a previous call with a phone rep. If such emails are expected to bind customers into
additional legal commitments not previously orally agreed, there should at least be a mechanism in place for the customer to confirm receipt and acceptance of the terms.
I find this current commercial practice questionable:
-with respect to customer relationship management: treatment of an existing loyal customer (more than 2 years when I called in October) with less respect than new ones: I should have been told over the phone about a new 12 month commitment AND probably been offered the new wireless modem.
-with respect to the legal/regulatory environment: the backdoor attempt to bind the customer into a new 12-month contract must be of concern to the Office of Fair Trading.
I have never had a problem with my Orange service before, and I would like to continue my respect and loyalty to this global brand for future service.
I therefore hope we can resolve promptly and amicably. I would have to appeal to regulatory organisations otherwise.
I am looking for end to my service and refund of charges from March onward.
Please send an immediate acknowledgement of receipt of this email with a case number.
I have had a similar problem with Orange, back in April I phoned to request a MAC code, when they asked why, said it is because I could get the same cheaper with another company. They agreed to reduce the price of my package. When I came to cancel the account I was informed that I was in a contract until April next year. Having been with Wanadoo for years I enquired why this was, and it appears by reducing my package they automatically entered me into a new contract without my consent..
I am now in the process of tackling Orange over this...
Man thats really bad.They will take any chance they can to get you back but not me now ive gon from frequently breaking and slow Orange broadband to super fast easy 20mb Virgin media
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