My daughter renewed a contract with Orange in June and upgraded from a Blackberry to an Iphone. Her contract was for 18 months, was £45 / month and had unlimited texts and internet. The point that all she does is text and was going to university were made to the salesman. As she was under 18 her boyfriend kindly signed as her guarantor.
When her bill came in for July, there was a problem that she was being charged for texts, she contacted Orange and they suggested she do a £5 top up for a bundle for unlimited texts which would be reimbursed. This was an interim measure till they sorted things out.
Time has passed and last week her bill for November came in and was £161, the surplus all being texts. Obviously the problem had not been fixed.
I got her boyfriend and her to accompany me to the Orange shop on the 30th Nov (data protection) and discussed the issue with the people working in the shop. They had details of the contract / problem and forwarded them to Orange HQ who were meant to sort it out and get back to us. Since then my daughters phone has been disconnected for non payment of the £161 bill and the shop are trying to get is reinstated as it was an error on Oranges part.
Spoke to the shop (6th Dec) as no one had got back to us and they are going to chase again. Is this a breach of contract and if so can we return the goods to the shop and tell them where to put their phone? If it is what is the procedure, if not what is the best way forward.
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