Briefly my problem with Orange is that middle of July I credited my Jukebox account with £6.99 and downloaded some tracks. One of them I attempted to download 4 times but everytime it told me the track was empty. However to my horror my account had been debitted by £3.16.
I went to the contact webform and attempted to email them but everytime I use the webform and press submit it comes up with a page not known message. So I sent an email to Orange customer services. To cut a long story short they emailed me back saying use webform, I said not working. They said try turning off your virus software, still not working and so on and so. Eventually they gave me a phone number to ring, I rang it and they said, no we are billing nothing to do with us.
So I wrote a letter on 31 July to Rotherham, Customer Services. No reply. I sent an email about 3 weeks later asking why they had not replied to my letter, they said if you want assistance please either phone on..., email on.... or write to us at......
I rang Customer services and the guy said oh yes we are waiting for you to send us your bank statement !!!! I replied tartly I am not telepathic! I wroute again on 28 August telling them that firstly I do not send my bank statement to anyone and secondly it has no bearing on this case, it won't show that I have tried to download a track 4 times. No reply. I sent an email on Saturday asking would someone please reply to my letter and I got an email telling me to phone on...., email on... or write to us at......
Before I blow a gasket could someone suggest where I can go next to get an answer.
thank you
Kezzaba
BTW great website and it helps knowing its not just me with a problem with Orange!!!!!!
As they appear to have not complied with their own complaints procedure, you are entitled to ask OFCOM and ISPA to investigate and also to ask for a reference no. from Orange for CISAS.
In writing to OFCOM/ISPA/CISAS detail all the communications and failures to respond.
When Orange fail to respond to email and letter, they dig themselves into a deep, deep hole.
Don't phone anymore, you have no record of the conversation.
The only way to win, is to use and play by Orange's published rules.
_________________ An ex-Orange guinea pig
"The first third of our lives is ruined by our parents, the second third by 0range then along comes 02 and you die happy."
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