After leaving Orange in December after a hellish year with them and moving to another ISP where all has been pretty much well, I today received a letter from Orange claiming I owed them money, my account had been suspended and I had to contact them with my bank details ASAP to get my account re-opened. If I do not contact them, my account will be closed and they will take legal action.
I'm not sure whats going on here. Why would they think I would want my account re-opened when I personally rang them for my MAC-code and stated that my account was to be closed effective of the end of December when my new ISP would take over and when I was out of 12 month contract. Now I get this latter saying I've missed 'another' months payement etc so it seems they're still trying to bill me monthly for a sevice I dont even have and have indeed cancelled. What on earth is going on here, any ideas?
Joined: 09 Jan 2008Posts: 27Location: Bedfordshire
Welcome to the wonderful world of Orange Customer Service.
Best option is to call them and explain everything as stated in your post and ask them to confirm your account is closed and you owe them nothing.
You might need to get your new ISP to confirm your migration date.
It might be that Orange are charging you for not giving the requried 30 days notice to close the account as per their Terms and Conditions.
It might be that Orange are charging you for not giving the requried 30 days notice to close the account as per their Terms and Conditions.
As eldor stated a MAC code was used so a formal 30 days notice is not required, by using the MAC the 30 days notice is invoked.
eldor needs to tell Orange the actual migration date and tell them that contractually Orange must satisfy themselves that this migration date is correct.
It is not the customer's responsibility to do this when a MAC code is used. Just mention that Orange must comply with OFCOM General Condition 22.
Thanks for the responses guys. I rang them earlier and after been put on hold for about 20 minutes by an Indian call centre they did indeed confirm my migration date was the 14th of December and as so, owed them nothing. I'm still expecting to receive yet more mail from them though as one section of their company obviously doens't know what the other is doing. Also, why could they simply not have checked this themselves without sending letters with threats of legal action etc, it all seems a little bizzare to me.
Thanks for the responses guys. I rang them earlier and after been put on hold for about 20 minutes by an Indian call centre they did indeed confirm my migration date was the 14th of December and as so, owed them nothing. I'm still expecting to receive yet more mail from them though as one section of their company obviously doens't know what the other is doing. Also, why could they simply not have checked this themselves without sending letters with threats of legal action etc, it all seems a little bizzare to me.
Exactly for the reason you suggest, their various depts do not communicate with each other......perhaps the UK end cannot understand the Indian end ?
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