Big Juicy Help Needed From You Sexy Lot!

[Sexyback]

Hiya folks,

I know this is long winded but if you geniuses could take a few mins of you're time to read over this, i'd be so so grateful!

You've probabaly seen on the 'my carrier' forum my moans and groans about Orange UK.
In the last few days I have been keeping tabs on my balance...I joined in July and EVERY month they have made a mistake with my billing. Well, it's just got messier.

Last month Orange did not put my evenings & weekends internet £5 bundle. This lead to the operator having to recalculate my bill, I had to cancel the direct debit and pay what I actually owed them in an Orange shop, while the rest of the bill was supposed to be credited this month.(which was £101!)

During the wait for this credit I was bombared with texts to get me to pay the wrongly charged £101 left to be credited.

My partner called them, and asked for it to be stopped. It did, and they confirmed the credit was going onto my account.

I decided to keep an check on my balance. I was told I would be able to find out on Monday what it would be

I called on Monday night, and a nice man told me I was only 57p over my line rental, and I had been credited. Lovley, I said. I assumed this was for the internet I used on ONE afternoon for 5 mins.

I checked my balance again last night, and the stupid automated woman said it was £169!!! I went straight to an operator, a cheeky ***** she was too !(sorry!).

She said I had used £81 worth of internet during the day. I told her I had not. I have internet at work and I always make sure I don't have anything running on my mobile. She was adamant, and even said "Well it's you're word against Oranges"

"You said it" I said. "So you haven't the right to charge me, if you can't proove it"

She told me she would contact the internet depatment and call me back in two minutes.(She said this will sounding desperate to get me off the phone!)

Well, 15mins past and she hadn't bothered her arse. I rang again in the hope for a man to charm instead. And I got one!

Well, this man was dead nice, blethered on about his 7yr old daughter and the fact he has lots of washuing to do, and he was on a 12hr shift.(I was building a relationship........he wouldnt forget about me that way!)
The fella looked at my bill and was so confused. He told me my £5 internet bundle had been put on but it stated it was only due to kick into action on 4th Jan 2008!!!! He sighed, and tried his best to work the whole dilemma out. He gave me his name and extension number and said he would speak to Processing the next day, and ring me back.

So, here is the next day. I'm waiting for him to call. He told me he has stuck my name on his PC. Told him I thought that was sweet he puts my name on Post-Its to remind him ha ha ha

What can I do here. EVERY month without fail Orange f*** up my bill. I can't trust them, I won't set my Direct Debit back up for them and I am in an 18month contract.

I am considering selling my N95, paying off the whole contract and cancelling and moving to another network, anything i should know about doing that either?

Thank you if you read this through, I really appreciate your ideas and opinions and help!

Sandi xxxx

[Bartmanekul]

2 options really. Move or stay.

You can stay in the hope it settles down.

You can leave and go to another operator.

Whichever way you go, its going to mean a lot of hassle, and time on the phone.

First of all, start logging calls. Who to, what its about, and who you spoke to in what department, and of course the date and time. This sucks but it really is well worth doing.

Next is to make a complaint about the way you have been treated, so that its on record. If needs be, later on you can say 'Ive complained on xxx but nothing was done'.

If your paying to talk to orange support, then get your phone bills, copy them and highlight all the calls to orange. Sometimes they will refund it, especially if the issue hasnt been resolved.

As for leaving or staying, thats up to you Im afraid. I know you might have a real battle leaving, as they wont want to let you out of the 18 month contract unless you pay the remainder off.

Still, it echoes what a number of mates have been saying about orange, that they are getting even worse.

Oh, and if your considering paying off the remainder of the contract, first talk to a (good) rep asking them if you can first move to a lower tariff, and remove any addons you have put on. That way you will have the minimum to pay off.

[Sexyback]

Hey,

I have a 18months contract and I only joined at the end of July, but I read I can only move to a lower plan within 6 months. What can i do about that part?

Thanks for reading by the way!

[Bartmanekul]

All you can do is ring them and ask whats the lowest tariff you can move onto as soon as possible.

HOWEVER...

Make sure you get someone who knows what they are doing. As you have found, some dont give a rats arse and some simply cant be bothered.

If I were you Id also ask to be let out of the contract free. Given the way they have consistantly let you down its not unreasonable. Youd have to return the phone, but it'd be better than paying off the rest of the contract.

If they only let you move tariff in 6 months, then work out what youd be paying.

i.e. if its cheaper to hang on till you can change the contract then pay off the remainder, or if its cheaper to pay them off now.

If its cheaper to hang on, then you have some options. Keep the phone for yourself, and start a new contract with someone else. You can get some very good deals with 02 for sim only contracts.

You could also give the orange sim to a friend/kid (if you have one) until it runs out. I think its possible to put a bar on the sim, meaning that once your allocated minutes/texts run out, it will not allow anymore until the next free ones rollover. Ask orange about that.

Its a PITA, but there are various things to consider. Just get a good rep on the phone, and they will be willing to work out the best (i.e. cheapest) way you can leave orange. If you dont get a good one, hang up and try again.

[Sexyback]

Thing is, everytime I call I always get someone who is not willing to offer further help!

[Bartmanekul]

If thats the case start doing what I said in the first post. Only way to do it Im afraid.

At least with vodafone theres a special department that deals with stuff if its not getting dealt with anywhere else.

Log it all, and complain. Officially. And do it again each time you get an unsatisfactory reply (or no reply).

[Sexyback]

I have just sent an email to the exec office but I think if I really wanna get it sorted I'm gonna chat up a man in the local Orange shop this afternoon!!!!!!!! ha ha!

[Bartmanekul]

Good luck, you'll need it.

[Sexyback]

Tell me about it, its flippin Christmas and I am so stressed out, I'm taking half a days off work to sort it!

[andykn]

I'd try and sort it rather than move. All the networks are as bad as each other.