I took out a broadband contract with Wanadoo over two years ago and after being unable to connect to the service despite numerous calls to the helpline decided to cancel. I had to pay my way out of the contract but that seemed better than continuing to pay for a service I was unable to use. Over two years later I have been served with a final demand for £17.99 by a debt collection agency on behalf of Orange which bought Wanadoo. I believed I had settled in full – paying for a service I never actually received. I have not had any prior correspondence with Orange alerting me to the outstanding charge. Orange says it emailed my Wanadoo email address advising me of the outstanding charge. But I was unable to access the Wanadoo email (and have never used it) because I was unable to get online with their broadband package. Orange claims it has no record of my calls to customer service, and claims it has no way of proving that I never used the broadband service . Is this true? It’s not a lot of money but I really resent paying yet more money for a service I was unable to use. In the intervening two years and with two small children I no longer have access to the paperwork about this. A) Do I have to pay the charge and B) is there anyway of making a counter claim for all the money I wasted on a service I couldn’t use? I am also concerned that they may keep hassling for random amounts, so if I do have to pay is there anyway of making a full and final settlement?
Hi there, I work for Orange and might be able to help.
Please send an email to customer.services@orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.
In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.
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