I recently moved house, but before moving I discovered that my new house was miles away from the nearest exchange But it was in a Virgin media cabled(fibre optic/copper cable) area. So I contacted Orange to close my account & I was told that I had to give a months notice, fair enough & that I would be charged £25.80
I was then told that they would send me a free post envelope to send the non-working livebox back, the envelope didn't arrive before I moved house, so I contacted Orange & was told that my BB account hadn't been closed down & they had no record of me requesting my account to be closed, so then I got the " I'll put you through to so & so" message & after about 10 minutes, I was told that my original request had been logged. A week later, Orange took the final payment of £45.80 four days early & finally sent me a envelope to send the livebox back & I cancelled the direct debit with my bank.
This morning I received a email from Orange asking me to contact them with new payment details before my next monthly payment
As far as i'm aware I cancelled after the minimum 18 month contract & I gave them enough notice & they've had the final payment & all I can say is, see you in court! Orange aren't getting another penny from me.
Unfortunately the payment details we have for you seem to be incorrect and we just need you to update them for us.
It's easy to do, just go to https://www.orange.co.uk/membercentre/youraccount/ to change your details online, or give us a call on 0844 873 8586*. For customers on one of our discounted broadband packages, with an Orange pay monthly mobile contract, you'll need to call 150 from your mobile phone for free.
Lines are open between 7am and 11pm every day.
Please do it as soon as you can, otherwise we won't be able to take your monthly payment and you'll be charged a £5 late payment fee.
While you're in your account, why not find out more about speed, change your home package or change how you pay. If you'd like more exclusive prizes, offers and web news, along with tips and ideas to help you make the most of your broadband, sign up for our monthly newsletter, Beyond Broadband, at http://www1.orange.co.uk/tellm...emore.
If you'd like to get in touch, please don't reply to this email. Instead, write to us at: Customer Support, PO Box 486, Rotherham, S63 5ZX.
Thanks.
Orange Customer Support
Turns out they want to refund me £9.03 for unused internet access, well Orange aren't getting my bank details, so I guess I'll miss out on the refund. But what if I don't provide new details, will they charge a £5 late payment fee!
Last edited by rich84 on Sun Jul 04, 2010 12:12 am; edited 1 time in total
Please send an email to customer.services@orange.co.uk, including your 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 "Andy Orange Response" in the subject field and also in the first line of your mail.
I work for <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> and may be able to help
Please send an email to customer.services@orange.co.uk, including your 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 "Andy <a href="http://www.maccodes.co.uk" target="MAC">Orange</a> Response" in the subject field and also in the first line of your mail.
Kind regards,
Andy
Orange Response Team
Thanks, but I'm quite happy to let Orange keep the £9.03, unless theres something in the terms & conditions saying that I MUST have the refund.
I sometimes wonder about this so called 'Orange Response Team'
Both emails are automated responses. Orange charge you in advance for your services and thus when your account closes you are pro-rata refunded.
From what i believe they work on a 28 day calender month, or so they say.
If they owe you a refund, just ask for a cheque if you cancelled your direct debit.
Their initial charge of £25.85 is known as a disconnection without a MAC. This is a charge passed on from when BT terminate a broadband connection without moving it to another company, most ISP's charge this.
Be careful however when cancelling direct debits in future, Orange or whoever may not take you to court but if they pass the debt to a debt collection agency you may have fun trying to clear your credit file for any future loans.
I cancelled the direct debit with my bank after Orange took the final monthly fee & the disconnection fee, so I don't owe a penny. I was surprised to see that Orange had refunded the £9.03 for unused days, so obviously Orange still have my bank details on file.
Most companies will for a certain period of time, depending on the method of payment. I believe direct debit details are kept for 1-3 months and credit card details for 3-6 months.
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But it was in a 
