Contract phone help

[Woots]

Basically i re-started my contract with orange in november....and until now all seemed fine
Except when i looked at my bill and this month they charged me 75 quid
So i looked a lil deeper
About a year ago i was on dolphin 35 and decided to change this to a doplhin 25 mid way thru contract...this in no way changed my contract except for a simple downgrade...
So i went to orange shop in nov and asked to re renew my contract which was due to expire and to have the dolphin 35 i originally had
So they gace me a satio which i think was only available on the 35 plan for free and off i went
But now i looked at my statements and its says im still on the 25 plan....even tho the paper contract says im on the 35 plan
So without realising it i went way over my minutes cos i thought i was on the 35 plan when in fact i was on the 25 plan and ive been charged silly amounts
So basically im gonna just pop to orange shop with the paper contraxct and make a fuss
But what should i say/do when i go
Also i kinda would rather go on 02 payg cos they do good deals...but how easy is it to cancel the contract? Theyve sold me the wrong thing have they??
hmmm
help would be great cheers

 

[sk93]

if you've got a peice of paper for your new contract, stating your on 35, then they're buggered
(or rather, the ownes is on them to proove you changed to 25 after the date of the new contract)

 

[Woots]

if you've got a peice of paper for your new contract, stating your on 35, then they're buggered
(or rather, the ownes is on them to proove you changed to 25 after the date of the new contract)

im not sure how to go about this reallyyyy
cos its kinda their fault ive gone over surely? i kno its me whos used the phone and gone over...but only cos i was led to believe id got the contract id asked for?
in an ideal world they would give me some money back and let me just cancel my contract
but i doubt they will let me do that so not sure what to dooo

 

[sk93]

they have no choice but to honour the peice of paper.
give them a ring and explain (and stay calm) that you signed up to a new contract on 35, and that the contract you were given was for 35, and that you realise you were on 25 before renewing, but spefically asked to be reverted to 35, hence your suprise when the bill came in and showed you were still on 25, despite having the paperwork for 35.

they may ask you to send them a copy- photocopy or fax it to them, don't send the original.
in regards to the bill, you have two options... pay it, then let me them give you "free credit" on your next x bills
or don't pay it and state you will pay it in full, once the discrepency has been resolved.

from what you said, you're in the clear. paperwork is the key

 

[Woots]

they have no choice but to honour the peice of paper.
give them a ring and explain (and stay calm) that you signed up to a new contract on 35, and that the contract you were given was for 35, and that you realise you were on 25 before renewing, but spefically asked to be reverted to 35, hence your suprise when the bill came in and showed you were still on 25, despite having the paperwork for 35.

they may ask you to send them a copy- photocopy or fax it to them, don't send the original.
in regards to the bill, you have two options... pay it, then let me them give you "free credit" on your next x bills
or don't pay it and state you will pay it in full, once the discrepency has been resolved.

from what you said, you're in the clear. paperwork is the key

hmm do u reck i could just go to an orange shop with it
i cba talkin to ppl in india about it...much prefer to talk to real ppl who understand what u mean i kinda cant pay the bill cos its just D/D and its already been paid...so that wont help me i suppose. Just a pain in the arse really, and ive been with orange for years, but i just wanna cancel and go on PAYG sooo much simpler
And the satio is a heap of junk

 

[sk93]

yep.. people in the shop may be able to help.. especially if you took the contract out from the shop!

d/d you say? easy peasy.. your direct debit guarantees you against such things:

If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.

Get on to your bank and tell them the originator made a mistake.
Also don't forget to mention this once the orange store accept it's their fault.

 

[sk93]

also.. don't let them fob you off. I'm pretty sure its "standard" training for staff nowadays to try anything to fob someone off.

Be confident that you are right (because you are, and you're backed up by paper evidence). Be calm, but don't let them convince you you're wrong about either getting an immediate refund (not 10 working days, not 5, not even 1. it's immediate, at THEIR cost).

simples


if they do fob you off, and you're not getting anywhere with it... don't give up! just pop into your local citizens advice bureo and have a word.
they'll look through the paper and the bill, then either give orange a ring on your behalf, or work with you to sort it out via letters etc... all for free.
(CAB are brilliant btw)

 

[cj10jeeper]

Woots - just be careful and act in a considered manner.

Decide what you really waant and lead them that way. If you actuallly want to cancel and go elsewhere then make that the focus. Visit the shop as I agree Vs idiots in overseas call centres. Show them the contract point out the error and that you wish to have it reconciled and then cancel out with no costs other than the correct bill to date. They might just go for it, unlikely but start there. Next step down might be a change of phone too if it doesn't work propoerly.

If they refuse to cancel or help, then worse case is they recalculate on the 35 plan and send you a new bill which you have to pay up on.

Don't smply stop or refuse to pay as the credit bureau will reflect your non payment and affect your record, making it harder to get another phone company to take yo on until it all settles down.