phone top-up didnt work. who's responsible?

Van Hellseek

Van Hellseek

Van Hellseek

Soldato
Joined
2 Jun 2004
Posts
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Paid a fiver to top up my PAYG phone earlier from an off-license. But when I checked my phone it still said I only have 40p credit. Despite the reciept saying "top up succesful!".

I complained to the old crone at the off license, but she says there is nothing that she can do and I need to complain to orange.

First time this has ever happened to me. So do I need to talk to orange, or should I go back to the off-license and smack her around with my keyboard until she gives me my fiver back?
 
seek said:
I complained to the old crone at the off license, but she says there is nothing that she can do and I need to complain to orange.
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I'm not a laywer, but I'd think that the off licence would be responsible as per the Sale of Goods Act.
 
Usually has a number on the receipt.

Just to let you know, they probably used a Paypal system so there is nothing they can do at all.
 
it's generally down to the service provider (Orange) the shop will just provide you with the means, they get it from Orange, so any screw up would be by orange passed to you by the shop, which can't actually do anything about it, as they'll have registered the top up, have it on their records so will have to pay for it from my understanding. It's a stupid system really
 
[SKR]Phoenix;15096371 said:
Why on earth would you think it's the retailers fault?

Clearly it's a fault at Orange's end!
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From my perspective; I went into a shop and paid money for something which I wasn't given. Is it unreasonable to assume the retailer (the person who accepted my money and gave me nothing) is responsible?
Maybe I'm being old-fashioned...
 
Pretty much nothing the shop can do refund wise if the receipt says transaction successful, they have no way of knowing that you arnt lying or if you used he wrong top up card etc. As long as you have the trasaction ID then you should have no problem getting your top up.

If i accidently print out a top up for the wrong network we cant even get a refund for it. Same as when someone topped up their husbands card instead of their own nothing we could do then! (To the best of my knowledge based on what my boss has said numerous occasions)
 
I know what you are saying, but the thing the retailer rely's on is that receipt, which says it's fine.

I suppose they could be more helpfull and at least hav etold you what to do (i.e. phone Orange on 450). At least you could stay in the shop and sort it there and then.

But I guess because of the way this system works, the retailer isn't going to take your word that it didn't work and not take a loss. They have proof (on their end at least) that the transaction was ok.

You have to see it from both sides and either way, someone is gonna feel they are being ripped off.

Hope you got it sorted.
 
The same happened to me a few years ago with O2 and it was a fault on their side. Apparently quite a few people's top-up didn't get added on and when O2 had sorted it out i think they gave either a £1.00 or £1.50 extra as compensation.
 
seek said:
From my perspective; I went into a shop and paid money for something which I wasn't given. Is it unreasonable to assume the retailer (the person who accepted my money and gave me nothing) is responsible?
Maybe I'm being old-fashioned...
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In this case it is. Are you going to blame your newsagent the next time you can't buy a lotto ticket because Camelots servers have gone down?
 
Andrex said:
In this case it is. Are you going to blame your newsagent the next time you can't buy a lotto ticket because Camelots servers have gone down?
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Not sure that's the same thing... I assume (having never played the lotto) that in this hypothetical situation, my money wouldn't be taken? In which case it's a different matter entirely.
 
seek said:
Not sure that's the same thing... I assume (having never played the lotto) that in this hypothetical situation, my money wouldn't be taken? In which case it's a different matter entirely.
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Correct.

However, if you bought a lotto ticket and paid for it and then the numbers came out and Camelot didn't acknowlage your ticket, it would be similar. The retailer issued a ticket, you got your ticket with the numbers on, all seems fine (for now!).

Then you find out later that something went wrong.

Camelots problem really....?
 
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