I am writing to complain for a second time. In July 2017, I cancelled my Orange Home Broadband contract through your escalations department with a representative called Catherine. This was done as I found out that Orange had taken over and were charging for landline calls without the account holder’s permission. Catherine agreed to cancel this Orange Home broadband contract and transfer me to a new contract.
Unfortunately, on 16 August I received a message from Orange collection s informing me that I had an outstanding balance for landline calls. After speaking to a collections representative I was told that these charges were from the date that the Orange Home Broadband contract was cancelled by Catherine.
Regarding my first complaint, I have been dealing with a representative called Aftab (Escalations) from whom I have been waiting for an email for 3 weeks and has not been received. From the week commencing 17 August, I have called Orange and spoken to numerous representatives telling them that I have not received Aftabs email and to have it resent to two email addresses to ensure it is received. This has still not been done, thus delaying resolution of my first complaint.
Further to my conversation with Aftab (Escalations) on 17/08/09 regarding this ongoing landline phone billing dispute with Orange Home Broadband, I will be grateful if you could answer the below questions and confirm the information that he gave to me during the call as I now intend to pursue this with Ofcom.
1. When I signed up for Orange Home Broadband in October 2017, I specifically told the Orange representative that I did not want to be charged for landline calls as I was not the BT account holder. Despite even my second request again in January 2017 to another Orange representative, I was still charged via monthly direct debit for landline calls. Who put in this request from Orange to BT? When was it made to BT? And what evidence do you have that this was authorised?
2. When I escalated this matter in July 2017 with Catherine (Escalations dpt.) it had been agreed that the Orange Home contract was cancelled. And that I was moved to a new Home Select Broadband only package. I was also informed by Orange on July 3rd that they would no longer charge me for landline calls! However, as I became aware of yesterday by Orange Collections (Karl/Carl) I am still being charged and have an outstanding balance owed for July/August 2017. Please explain why after cancelling a service/ending a contract with Orange in July am I still being charged until now?
3. You informed me yesterday that Orange spoke to BT in order to apparently return my landline back to BT. Who did this on Orange’s behalf? When was it done? And why did you believe that it was not necessary to inform me of the conclusion despite this matter being escalated?
4. When I requested you to cancel my landline service completely yesterday on several occasions during our conversation why was this request not fulfilled? Do I as a customer have no right to do this if I am with Orange?
As I am now playing the role of messenger between 3 organisations, I need this information from you sent to my Orange email address so I can forward it to Ofcom.
I am also writing to state that I am not prepared an outstanding balance for a service which:
1. Had the contract cancelled by mutual agreement from me and Orange escalations.
2. For a service that apparently in an email you confirm that had been returned to the previous service provider, but obviously hadn’t yet no one cared to inform me of the outcome.
3. For a service that was not requested in the first place and I was given false information on 2 occasions by 2 Orange representatives.
If this matter is not cleared within 12 weeks of my original complaint then I will pursue this with CISAS.
In October 2008 I signed up with Orange Broadband, and at the time they said it was Internet only.
In January 2009 I received a letter saying that they had also taken over my landline calls - I rang orange and told them that the landline was with BT and the account was under someone elses name. The Orange rep said that they would not charge me for landline calls.
In July 2009, I found that Orange Broadband had been taking monthly direct debits from my account. I cancelled my direct debit and put in a complaint to Orange escalaltions. Orange escalalations agreed to cancel the contract and transfer me to a Broadband only package. I am currently in the process of getting a refund from Orange for the charged landline calls as they did this without the landline owners permission who was also charged by BT during the same period.
In August 2009, Orange contacted me to say that I am still being charged for my landline calls and have an outstanding balance despite that they have agreed to cancel the contract in July. Their reason for this is that they were unable to return it back to BT. Orange are also refusing to disconnect the landline service until the outstanding balance is paid.
Do I need to pay for a service that was agreed by both parties to cancel?
And can I get a refund for the charged landline calls as Orange took over the landline without the BT account holders permission and despite my requests not too?
Over 6 months ago I attempted to change from free internet access to paying monthly for a wireless router. When the equipment failed to arrive I contacted Orange and after a few calls I was able to get it through to someone that the equipment hadn't arrived and we agreed I would have three months free access. When I came to connect the router I found that the service had been discontinued. On contacting Orange I finally found that the reason they gave for this was non payment although Orange confirm that no payments applied for were reversed by my bank. A cancellation fee of £72.87 was also collected from my bank account without any reference to me. Despite several telephone calls and letters over a three month period I still have nor received repayment of this money.
I have complained before about Orange Broadband internet services and though they have now given in writing that they will not charge us for two months as they have already taken the money for two months they have not reimbursed the monies they owe us due to their mistakes. I have phoned and requested and written many times in the last six months and yet we have not a penny put back into our bank account and no apology for all their mistakes. The different parts of the Orange Network do not seem to communicate at all with each other and large mistakes are made and their customer services are bad and poor. Their main aim is to take as much money out of their customers bank account and give back as little as they possible can.
Orange advertise what looks like a great offer - free broadband when you have a pay monthly mobile contract above a certain level. The basic package is not that great, but they also offer 'up to 8Mb' Broadband for £5 per month. I foolishly renewed my mobile account (minimum 18 month term) and signed up for the 'better' package. IT IS AWFUL!!! If this is an 8Mb line, they must be using it for hundreds of customers at the same time! It is slower than dial-up.
It's so bad I can't get out of my contract but I'm still going to pay somebody else to provide this service for me. Don't get Orange Broadband!
Thanks for the site.