Orange - How to escalate a complaint/problem?

Shicky

Shicky

Shicky

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Joined
13 Jan 2007
Posts
2,424
Location
Belfast,Northern Ireland
Hello all,

I'll do the short version to avoid boring you but essentially last summer I started a new contract with Orange (been a customer for several years but wasn't an "upgrade".)

Anyway since then there have been several errors and I am out a few hundred pounds. I have called their customer service team 4 times, 2 of which seem to have not been recorded, 1 was recorded but it appears the lad did nothing besides seeming helpful, the last one seems to have done something for me to make a few quid back but I'm still getting abused in my monthly bills. So I've wasted hours complaining over a period of several months (started back in Oct I believe.)

I don't see another call getting this resolved, anyone had similar issues and managed to get their billing problems actually fixed?

Thank you
 
had a few issues on a business tarrif but managed to get them sorted, how can you be out by a few hundred pounds? been going over data allowance?
 
Essentially I saw a deal on their online store, I called looking to upgrade to that, I was told they couldn't offer the same over the phone so my best option was just to order it from the online store, ....enter problems.

- They always charge me over the base amount I was supposed to be billed each month.
- This change reset my magic numbers and I made some calls before they re-assigned = my fault and I've written off but nonetheless, still annoying.
- Calls after the magic numbers went through were still billed, amounts to about £100.
- I'm getting charged data every month despite it being a huge amount under my allowance i.e. 500MB but only using ~30MB. Annoyed further as I curbed usage for several months thinking I was wrong and awaiting update from them.
 
Most frustrating is on each call I've made, the customer service rep has agreed with me and said all the right things, yet nothing is actually happening.
 
Make a record of every time you phone, who you speak to etc etc, if you can record the call but tell them you are doing so, have you got some proof of what your supposed to be getting and for how much? wether its in an email or typed document?
 
I have copies of bills and each person I spoke to agrees there are numerous problems, so I feel this is good that it's indeed visible and means I'm not battling people who deny there are problems. However, there is clearly an underlying issue which doesn't seem to be getting corrected, perhaps because it requires someone with more authority/greater level of access. I'm curious as to how I get someone with that level of access.
 
tbh i'm a little confused, if you signed up for a £30 a month contract and got charged £50 a month for going outside your usage that would be easy but unless you say the exact problem no one can help, business support on orange isn't bad cant comment on personal
 
I thought I addressed each of the issues?

- I'm billed £25 a month (base rate), this is supposed to be £12.50 (by this I mean the contract, inclusive minutes etc, not considering charges outside that)
- I've been billed a few times for calls to magic numbers, these are supposed to be free, as I've said this amounts to ~£100
- I am billed for data usage which is supposed to be inclusive in my plan ( i.e. 500MB a month) I use ONLY ~30MB, not 30MB over 500. This is about £30 on each bill.
- This has been ongoing since August 2012
 
the only thing I can think is hes not on the plan he though he was signed up for :( the fact you've let this run since last august..........
 
Bradmax57 said:
the only thing I can think is hes not on the plan he though he was signed up for :( the fact you've let this run since last august..........
Click to expand...

I don't think calling 4 times and getting it 'investigated' can be deemed letting it run. I've certainly made attempts to fix it and with the tools available to me, I don't think I could do more. Perhaps I'm wrong and others would have got it sorted, this is an attempt to approach the problem from a different angle.
 
BigBruiserAl said:
what the plan called and when did you sign up to it exactly :)
Click to expand...

Panther 15.50, was on for £12.50 via orange online shop. Ordered 21st July 2012, delivered 23rd July 2012.

Please don't worry about looking into it personally, as I've said operators seem to take the same stance as me i.e. it makes no sense and is tied to a different type of account. However, they tell me they've fixed it, only for the same problem to exist so I'm guessing there is an underlying issue which needs attention and is being missed, hence the need to escalation for a more 'thorough' look.
 
Ok mate, you can try asking them to raise a ADR with supervisor these are regulated and gives them 48 hrs to give you a proper response and the correct wayif you wish to take it further after their response ,give me shout if you need anymore help

Edit: spelling using my iPhone
 
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Have a look on linkedin to see if you can find any contacts for Oranges escalations teams. Might even have look finding someone high up in there PR or CS departments on there.

From there just write them a letter explaining all the details and how disatisfied you are.
 
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