My girlfriend is at her wits end with Orange, she has a mobile phone contract with them for £35 a month and with that she has free broadband. For some reason she received a bill from Orange internet and with out thinking about it phoned up and paid it on her credit card. After realising there had been a mistake she phoned Orange up and they admitted they were wrong and promised to refund the money within 5 working days.
Orange never refunded the money and have kept her credit card details on their system despite explicitly being told they were not to do so and have used them to take money from my girlfriend’s account 2 more times causing her to become overdrawn on both occasions.
she has phoned Orange several times now and every time she is told it is sorted out and her money will be refunded and it never is, they lie and lie to her and she can't get anywhere, on top of this the bank are unable to help stop Orange from taking the money because it is not a direct debit they are using to take it so she can't cancel it.
to me this sounds highly illegal and very much like credit card fraud, I would be very grateful for some advice on how she should proceed from here, I suggested she should write them a letter setting a dead line and an amount to be refunded and after that take it to the small claims court but she wants to see if there are other options.
It's not fraud, she has given the number for them to use, provided they can offer a reasonable explanation why they are charging to the card.
I suggest she immediately writes to Orange Accounts dept. (recorded delivery) copying the credit card company, requesting that they confirm in writing that they will refund all relevant monies charged to the card and cease using that card number otherwise she will take appropriate legal action.
This is yet another example of extemely poor accounts department procedures.
_________________ 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."
Well if she's being charged then that suggests she's not on the free broadband package, there no longer is the entirely free option anymore but they're £5 or £10 depending which package you choose.
Sorting the package would be likely to help fix the payment problem.
Well if she's being charged then that suggests she's not on the free broadband package, there no longer is the entirely free option anymore but they're £5 or £10 depending which package you choose.
Sorting the package would be likely to help fix the payment problem.
it is a free package and they have not charged her for it for the past 8 months its only the past 3 months they have caused problems.
Which suggests it's somehow been changed over or some other problem was preventing the account from being billed during that time. Either way all we can do is speculate on it without knowing all the details or seeing the systems.
Joined: 23 Dec 2007Posts: 43Location: Deptford, London
Alternatively you can also report lost to the credit card company. Then they will send your girlfriend a new card (with new card number).
Then card number that Orange have will be deactivated. Orange won't be able to know your new card number unless you provide them again
But regarding refund, I would agree with the previous posts that you should send them a written email/letter stating deadline. Don't forget to mention in email/letter that they agreed to refund per phone conversation on whatever date.
Then if they missed the deadline you could go ahead with small claim court - win win
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