Orange shenanigans while abroad

[Stringy]

Hullo, 2 issues :-

1) I'm currently in Turkey on a course and before coming out I checked the Orange website for any bundles that can reduce the cost of ringing home. I discovered that Turkey was in 'Europe 2' and there was a bundle called 'Euro Traveller' (which discounted calls from Europe) which I promptly purchased.

Since being in Turkey I discovered that in fact 'Euro Traveller' did not cover 'Europe 2' at all (because that would make too much sense!) and in fact I needed 'World Traveller', as a result I've been getting charged the full 100% rate for any calls I've made/received, not the 70% under the bundle. Obviously I should have checked the small print first (it is rather cunningly hidden) however given the genuine nature of my mistake what do people think the odds are of them correcting it for me and altering the bill? (after all bundles cost the same!)

2) Still in Turkey I tried to call Customer services after this page proclaimed in no uncertain terms to do so would be free. After being faced with a rather large wait each time I called I gave up but I have now discovered usage on my orange account where it shows I rang the answer phone at that time (in fact I did not, call history on my phone shows I dialled 150, not 123) and I've been charged £10 for the 2 times I attempted to get hold of a customer service rep!

tl;dr below

Does anyone know a local rate number for Orange Customer Services I can call overseas from skype* in order to rant at them. I don't much fancy sitting on 150 on my phone just for some retard in an overseas call centre to dig their heels in and not refund the customer service call charge/change the bundle.

Thanks!


*It took me a week to realise that I could get wireless in my room, and yes I feel like an idiot with a large phone bill

edit: And I just had an infuriating phone conversation with what sounded like a robot from mumbai:

Me: My usage shows I phoned my answer phone, I did not, I called 150
Call Centre: But it shows on your usage you phone the number 447973100123
Me: Yes, I know, but I did not phone my answer phone, I phoned 150
CC: Yes but on the 28 Jan it shows you also called 447973100123
Me: Yes I probably did, but I did not call on 05 Feb, I phone 150 and my call history shows this!
CC: It shows that you called the answer phone, if you phone 150 you do not get charged if you phone the answer phone you will
Me: But I did not phone my answer phone! My call history shows I phoned 150! I did not have an answer phone message so why would I call 123!
CC: If you phone someone and it goes to answer phone you will get charged
Me: <hangs up>

Poxy useless ill trained minimum wage waste of time. Literally fuming.

 

[Myshra]

Usual applies, my thoughts not my companies:

A: Bundle issue -
In all honesty it says which countries are in which bundles when you click each pack (here) so I'm going for "slim" on the chances of a refund but you never know. Deal with this once you get back I'd suggest.

B: Shortcode fun
As I'm sure you have worked out,

123 is the shortcode for +447973 100 123 for answerphone
150 is the shortcode for +44 7973 100 150 for standard support / other stuff.

Turbo edit: It's possible that abroad networks are using shortcode for free call detection so you shouldn't use the longform if abroad.

Every time you make a call a small record is made of the number (from, to, time/date, length etc..) and these are pretty infallible. It would be hard to say why they are being switched around but it should be free to call 150 abroad anyway (this would be easy to argue as it says on the website you linked). I would honestly only call this, other methods of calling are likely to incur a pretty big charge. Pretty sure calls from overseas have a higher priority as it stands too.

Try not to get angry though, you're a lot more likely to get stuff sorted if you don't give them abuse.

 

[Stringy]

Usual applies, my thoughts not my companies:

A: Bundle issue -
In all honesty it says which countries are in which bundles when you click each pack (here) so I'm going for "slim" on the chances of a refund but you never know. Deal with this once you get back I'd suggest.

B: Shortcode fun
As I'm sure you have worked out,

123 is the shortcode for +447973 100 123 for answerphone
150 is the shortcode for +44 7973 100 150 for standard support / other stuff.

Turbo edit: It's possible that abroad networks are using shortcode for free call detection so you shouldn't use the longform if abroad.

Every time you make a call a small record is made of the number (from, to, time/date, length etc..) and these are pretty infallible. It would be hard to say why they are being switched around but it should be free to call 150 abroad anyway (this would be easy to argue as it says on the website you linked). I would honestly only call this, other methods of calling are likely to incur a pretty big charge. Pretty sure calls from overseas have a higher priority as it stands too.

Try not to get angry though, you're a lot more likely to get stuff sorted if you don't give them abuse.

1) As I expected, possible showing of good will on the bundle mistake as it was just that, a mistake, and the bundle costs are the same. If they don't refund it I won't lose sleep.

2) That's just it, I dialled '150', not the long version or the answer phone number. The call charges are baffling also, the first call gets two charges, one for £1.30, the second £3.90, and the 2nd call has identical charges. It makes no sense; it seems short of taking my mobile to an orange office to show them the call history on the phone all I'm going to get is a call centre clone telling me what I already know, that the records show I called the answer phone (When I didn't!!!!!)

 

[Myshra]

If you honestly want to get this fixed right now I'd call 150 again and try. At worst - make a note of the time and date you call them (bonus if you get the call centre rep to read back the time/date as this will be recorded and they can listen back to the call if you ever call them back up once you get back from Turkey) to see if another charge of equal amount is set. Also get the CSR to confirm how much calling Orange from abroad is, I suspect that this £4.20 charge might be a solo single cost to connect to 150 but this is purely a guess.