I received a telephone call earlier this week from an Orange call centre in Scotland offering me a change of contract to Home Max @ £24.99 per month. I refused because I knew that I should lose my free 100 international calls. I explained that I telephoned Turkey, Madeira and Malta regularly.
I was then offered a new contract for £17.99 per month. On four occasions during the conversation I insisted that I did not wish to change if I would lose any one of the benefits I was currently enjoying for £19.99 per month. On each occasion I was reassured that nothing would change. I was told in clear and certain terms that any calls to the Three countries mentioned would still be free of charge.
I now find that I have been charged for a call that I made to Turkey this evening! I am furious at the way I have been treated and also even more annoyed at being so naive as to fall for this con-trick!!
Has anyone else had a similar experience and found a way to convince them to back-track?
Last edited by janetpeter on Sun Apr 20, 2008 9:46 pm; edited 1 time in total
I have had the same problem as you. Being promised that I would keep my free calls to Taiwan, which did not happen.
Did you get this sorted out? And if so how.
Joined: 16 Dec 2006Posts: 108Location: North Essex
The original post was by my dad; he's on holiday at the moment so I thought I'd reply on his behalf.
I can't remember the exact sequence of events, but basically he had a number of telephone discussions about this issue, and was promised that it would all be sorted out. naturally, it wasn't. In the end he went to the ISPA, and that did the trick. His account was certainly reinstated with the 100 free international destinations, and he was promised two months free - I assume that he received this, although I'm not certain.
The original post was by my dad; he's on holiday at the moment so I thought I'd reply on his behalf.
I can't remember the exact sequence of events, but basically he had a number of telephone discussions about this issue, and was promised that it would all be sorted out. naturally, it wasn't. In the end he went to the ISPA, and that did the trick. His account was certainly reinstated with the 100 free international destinations, and he was promised two months free - I assume that he received this, although I'm not certain.
Thanks for the answer, so I guess I will have to make a few phone calls mentioning the ISPA, then maybe go to them...
I had exactly the same problem with Orange Broadband. They tricked me into moving to the Max package of £17.99 and despite I insisted in keeping my free phone calls to 100 countries they moved me into this new package and charge me £48 for the month we made calls abroad. I just written a letter to Costumer Care as I don't intend to give up as I was deceived into moving to this new contract.
The woman told me clearly that I would keep the free calls. I feel deceived like a child.
Joined: 16 Dec 2006Posts: 108Location: North Essex
You can only really complain to Orange first, and then, when that doesn't work (i.e. when they fail to act on their promises) go to the ISPA. It's a pain, but it will probably be worth taking it as far as it needs. Good luck.
Well. Credit to Orange in solving the issue so quickly. This morning I received a call from Orange indicating that I being moved back to my original contract including the free phone calls to 100 countries. It took a letter sent to Orange Care and 1 email to ISPA.
Joined: 16 Dec 2006Posts: 108Location: North Essex
That's good, but now make sure that they actually do it. My dad was made similar promises, which weren't fulfilled. I'd recommend checking your account after making a call or two to countries which would be eligible under the "100" deal but not with the "30" deal.
My son's (simondaw) postings of 14, 16 & 18 Oct. are quite correct. I referred my complaint to OFCOM & ISPA. OFCOM did not wish to know but ISPA were great and forwarded details to Orange. Their Lesley Todd, Executive Office, Darlington wrote to me on 23 May. She had reinstated my original package and applied two free month's (£39.98) to my account, which I duly received in June & July.
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