orange mobile

Orange Complaints Procedure

Hi,

I can understand why you are annoyed!!

First you need to make a formal complaint:

complaint handling process
If you want to make a complaint, firstly you should contact customer services using the details in the contact section at the back of this booklet and speak to us to discuss any problems you may have. In most cases your query will be answered immediately. If you have an issue which is not resolved then you will have the option to discuss the issue with a Customer Service Team Leader and if still unresolved a Customer Service Manager.

alternative dispute resolution procedure
If after contacting us we have not resolved your complaint to your satisfaction within 3 months, or if you have received a letter from us saying that your complaint has reached “deadlock”, you may make a complaint
through CISAS. CISAS will not consider any complaint until one of the conditions for referral has been met. CISAS is an independent alternative dispute resolution scheme which has been approved by Ofcom.
Details of the service are available by contacting Orange customer services or CISAS at the following address.

Communication and Internet Services Adjudication Scheme (CISAS)
The Chartered Institute of Arbitrators
24 Angel Gate
City Road
London
EC1V 2PT
Tel: 020 7421 7432 Text Phone: 020 7242 5643
E-mail: info@cisas.org.uk

Web site: www.arbitrators.org/cisas

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from http://www1.orange.co.uk/documents/regulatory_affairs/orange_consumer_codes_of_practice.pdf

Firstly, probably not what you want to hear but check your dates carefully, when you cancel a contact you normally have to give 30 days notice, it's quite possible that this 30 days took you over your last payment and therefore you have to pay an additional month.

If you are absolutely sure you have paid them for your notice period as well and therefore owed them nothing then timescales make absolutely no difference because they, and the credit reference agencies processing the default are in breach of the Data Protection Act which states that any data processed must be accurate.

It's not an easy job getting it corrected by any means and i know people don't rate the ICO very highly but if you complain that this data is inaccurate and you still have the acknowledgment from Orange, the onus will be on them to prove they are right, the CRA's will also have to stop processing that info while it i investigated and put a note on your file saying the matter is disputed.

This really isn't going to affect your ability to get credit that seriously and as for you starting from zero once it's sorted I don't know who has told you that but its not true at all, that's not how CRA's work.

I had a similar problem with Vodafone a few years ago and had the default removed by writing to their Board of Directors at their home addresses (available from Companies House) during the time that default was their I increased my mortgage and bought a new car on HP so it may be more likely to be the credit crunch or some other factor (and there are many) stopping you getting credit.

Once the default has been removed, your Credit record will be exactly the same as it was before, I don't know if you have seen one but they give the last three years of payment history (sometimes more) for alllyour financial dealings, including current accounts and they stay on there for 6 years.

I had Vodafone completely remove any reference to my account from the CRA's so I know it can be done and has no lasting effect.

You can get a copy of your credit report for 2 quid from each of the CRA's, may be worth doing to check what else, if anything is on there

This doesn't sound right at all - as Witch Consumer said, this small debt should not be causing you this much difficulty. Have you explained to your credit card company and mortgage company what the cause of the issue with your credit file is? There was a useful reference to the Data Protection Act above - the other point I'd make is that the DPA gives you the right to request that an organisation ceases processing your personal information if it causes you substantial unwarranted damage or distress, and to claim compensation if they do not.

The Information Commissioner has a guide to making a complaint to it. I'd try giving them a call - their helpline is very good and is at 08456 30 60 6

Orange Mobile problems

Hi

I am fairly new to Orange (having been overseas a few years) and just getting familiar with cell networks over here but am having some significant problems with them which i would appreciate any advice with. I came across this thread while googling for any information.

I bought I PAYG phone from Orange (Sony Ericsson W302) in April but wanted to switch to a SIM Only plan because of my circumstances changing - no other phone and topping up every week. Orange said that was fine and sold me another SIM card, signed me up on a monthly plan and said it would work immediately in the phone if I just put it in. However it did not - the phone activated a security lock code that prevented the different SIM card from being used. Only the PAYG card works. Repeated calls to customer services have not resolved it or provided a working unlock code. The Orange retail store became abusive and claimed I had somehow locked the phone and therer was nothing Orange would do. Customer services claimed it was up to the retail store to send it off but they refused. I have canceled the SIM only contract but Orange refused to cancel the first month payment - even though I have been unable to use the card because they have locked the phone to PAYG. I am now faced with the dual problem of still trying to get the phone unlocked (because it is costing me a fortune on PAYG) and the possibility of Orange pursuing me for £20 payment for a service I never received (as I cancelled the DD from the bank). Having read the experience of previous people with Orange customer service I am not all that hopeful of a useful outcome.

I have already emailed a complaint to the executive email address but my immediate concern is that I am unwell and disabled just out of hospital living with very little money and trying to secure permenant accommodation so I have a lot going on already - this situation created by Orange (and frankly I feel very bullied by them) has really made things much worse. I would really appreciate any advice on the best a quickest way of resolving any of this mess.