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< Esato Forum Index > General discussions > General > Orange charging me for bundle I didn't agree to - any ideas? Bookmark topic

I went through the 'give me this or I'll leave the network' route to get a pair of K700is and a new tariff on orange having not upgraded since I joined them 7 years previously (I had a nokia 6150 before!). Great. But when my first bill arrived the GPRS download and free text bundle I thought I was getting as part of the deal (some Your Plan offer) were being charged on top of the plan. I have now spent three weeks and about 6 hours on the phone to orange customer service, waited numerous times for call backs that never came, and today come up against their last line of defence - the woman who says 'Nope, never, you weren't offered that and no there's no one else you can talk to'. She suggested that I might write a letter but couldn't guarantee anything would happen. She also agreed that she was 'the end of the road' as far as my customer support options went!

So what can I do to escape a contract that I am now being charged for that was arranged over the phone but isn't what I expected?

[ This Message was edited by: fineman on 2004-09-13 19:38 ]

[ This Message was edited by: fineman on 2004-09-13 19:39 ]
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Posted: 2004-09-13 20:35:31
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Do you have anything in writing about taking the new tariff? Did you sign a new contract? This message was posted from a T68i
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Posted: 2004-09-13 20:39:59
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Well, its all to do with not being given the product you thought you were buying. Just tell them to get it sorted, or trading standards will be involved. You are perfectly within your rights, as they told you what you were getting, and then changed it. I'm surprised though, its probably a genuine error, because Orange dont usually come under a lot of criticism for that type of thing, more 02 and three
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Posted: 2004-09-13 20:40:48
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Nothing in writing. Just 'agreed' it on the phone and the first bill arrived a few weeks later with the nice suprise. The fact that my bills are regularly £100/month doesn't seem to improve the service now I am 'on the hook' as they see it.

I agree that it's a genuine error, and have been very reasonable in trying to get the error corrected, but I am getting blanked. They would never have offered it me for free they say, and I say if I'd know that I would have gone elsewhere! Stalemate.

[ This Message was edited by: fineman on 2004-09-13 19:44 ]
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Posted: 2004-09-13 20:41:53
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Well, as you haven't signed a new contract give them a month's notice and walk away. Plenty of other people will happily take your business. This message was posted from a T68i
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Posted: 2004-09-13 20:44:34
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Jeez, think of they money you have saved them over the years by not upgrading your handset too! email someone who is high-up in the company - sorry i dont know any email addresses for orange but someone around here will - or, if that fails, i would definately consult with trading standards or someone like that.
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Posted: 2004-09-13 20:45:03
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Thanks for the support guys! I feel better already. An email address would be useful if anyone has one.
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Posted: 2004-09-13 20:47:29
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Remember, you're a valuable customer. Take evidence of your average monthly spend to any other provider and they'll snap you up. Don't waste your time negotiating with Orange; tell them you want the service you agreed and £100 cash for the hassle or you are giving your notice. This message was posted from a T68i
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Posted: 2004-09-13 20:54:16
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Leaving orange is obviously my main thought at the moment. Anyone likely to want a pair of K700is (probably simlocked to Orange)? Highest bidder?

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Posted: 2004-09-13 20:59:02
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yeah, plenty of people! If you are serious about getting rid of them, list them in mobile phones for sale section. Should shift them no problems, i think!
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Posted: 2004-09-13 21:03:39
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