Need to get it all out my system Any advice appreciated!
Have had Wanadoo BB for a while - though not always great at paying on time since losing my job a few months back. Consequently a couple of months arrears had accrued on the account in October when Orange called and, since they are unable to change the DD date they took card details for future payments and I thought no more of it.
I also upgraded my mobile in October, and contacted CS to claim the free broadband package. They had problems applying it at the time but told me to leave it with them and they'd sort it.
Mid-NovemberI lost my broadband.
When I contacted Orange they said it had been disconnected, and the account closed, because they cannot take payment from Maestro cards. And stupidly (fortunately) admitted it was their own fault! There was no record of the free BB. The solution offered? Wait for them to take payment on 10 Dec, wait 10 days for the line to clear, re-apply, and wait another 10 days. Hmph! I expressed my concern and frustration, and also how important internet access is being disabled. Very nice supervisor agreed to waive the outstanding balance since it was their error, in order to speed up the process and also said she would arrange a month's free anytime dialup account.
The following day, they took the full payment from my Maestro card!
Several phone calls on, I was promised a full refund of that transaction. It never arrived. First told that the payment would not be generated until 10 Dec, my next billing date. Next excuse was that they cannot take payment from, or make payment to Maestro cards (though somehow they did!). Bank details were requested instead, and I was promised payment in a few days. Then told not until 10 Jan.
In the meantime they sent a letter threatening legal action for not paying for the free anytime account!
New BB account was setup, and since attempted to upgrade in order to benefit from the talk service. They managed to setup a DD from my wife's account somehow - no details were requested at any time, so I presume they 'borrowed' these details from our mobile account in order to setup an unauthorised DD. Internet connection is fine, but they still not managed to provide the talk service. Technical say I should not have to pay, but CSA claimed the talk package was a free add-on to the faster internet service, and it is that that I am paying for, not the talk service.
There's still no sign of the refund. They claim to be unable to post a cheque, and unable to transfer the balance to the new account. I *think* the anytime balance has been cancelled, but the talk service still won't work but they want money all the same! Quite apart from the original 38.97 that they've messed up over, there's interest, charges, phone calls, etc etc.
Technical say I should not have to pay, but CSA claimed the talk package was a free add-on to the faster internet service, and it is that that I am paying for, not the talk service.
Ask C/S to show in you in the Terms & Conditions which constitutes your contract where it sas that the Talk Service is provided as an additional service free of charge. They will struggle to find any reference. Heres what Clause 4.2 says.
4.2 Broadband Unlimited comprises Three main elements. The first is the right to download files over the Internet in excess of the Usage Allowance applicable to Broadband Starter, the second is the provision of a higher connection speed (subject to any applicable technical restrictions) and the third is the Talk Service which enables you to make and receive phone calls over the Internet.
You are paying for all Three elements so its not free. As to the other issue re taking payments, offering refunds and not honouring them. Keep a precise record of all events, dates, time, who you spoke to, etc. Try and get email confirmations for any furute transactions. Phones can and are often contested. Write to Head Office clearly indicating the problems and what you believe the solution is. At some point Orange may give you what they promised. But if they don't and you still want the monies back then you will probably have to go to the CISAS. They have power to investigate and award compensation and its binding on the company, hence the need to keep accurate records.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Any advice appreciated!
