Hi all I got into financial difficulty a while ago after being a customer of orange now EE for several years. Up until that point I had been a loyal customer of Orange for over half a decade. When I was unable to continue making payments due to losing my job, they eventually sent me a bill for the remaining amount of the contract which was a figure far beyond what I could certainly afford. After attempts to work this out they sent this debt to a DCA and the bill was reduced to an amount of around 10% which at a struggle I could afford to pay. But my main problem is I have unique number which I purchased when things were better for me, it cost me close to a £1000 from a third party. I have the invoice and it’s not even an EE number it’s from another mobile provider. EE’s uncompromising response is the debt is no longer with them and not their problem and more importantly we are not giving you the number back (or PUK code). I rang it last week it’s still not been allocated to anyone. I’m not against paying the debt nor am I against paying the debt and staying with EE if they will have me but this is my number and they are basically holding it to ransom. My belief is it not there’s to hold. If the sale of goods comes into play I made a legitimate purchase to third party not EE. Does anyone know what my options are? Is it legal for them to refuse to supply me with a PUK code for a number I bought and paid for and by rights is mine regardless of any debt. When started my contract they supplied me with an orange number and I changed it to my purchased number. Please help; on top of my other financial problems I cannot readily accept writing off a further £1000 purchase. Do I have options to pursue this in a small claims court? Any information would be useful Thanks

Hi there everyone. I have been with Orange since 2000, and have been on contract with them for most of that time. I used to have 500 minutes, on a £25/month plan, on my latest plan, but my bills used to average £40-60 including insurance and some texts abroad. I switched to SIM only in June, with 2000 inclusive minutes, for £18. My first bill came to £31, with only 1700 of the inclusive minutes used, with the call charges being made up of Answerphone charges (which I hadn't been informed about), 070 numbers, which I personally didn't know where chargeable, and 0845 numbers, which I knew to be chargeable. However, the most were Answerphone (29p x 17 calls). Anyway, I don't mind a £31 bill, it's certainly lower than £60. However, on my latest bill, due August 1st, I've checked my usage online, and there're £177+VAT worth of call charges. That's 7 times more than the previous bill, and made up of 400 minutes over my 2000 limit. (No texts/calls abroad) I called Orange, and they said it looks right to them, and it sounds like the best they can do is instalments, but they can't do anything until the 1st when the bill is out. I myself have looked at the bill, and there're a lot of calls to my friend, which I knew there would be, as I speak to him regularly. However, we have definitely NOT been speaking that much. Comparing with the previous bill, that's 700 minutes more. It's impossible. The thing is, I can't dispute it, because it's a number I often call. I am CERTAIN something has gone wrong, because I've experienced running around in circles with Orange before, and I have just noticed they owe me money from a previous SIM only mix-up. What on Earth do I do? The bill just doesn't match anything I've ever had before. The thing is, if I refuse to pay, my credit will be affected. I'm trying to sort my life out, and my credit score is improving because I'm being careful. Even if I could afford to pay such a bill, I wouldn't because it doesn't add up. Something's not right. I would be so grateful for any advice. Thank you.

Hi I have been with orange the best part of 12 years. I have four numbers (wife mum and son) so consider myself a good customer. For the last 8/9 months I have not been receiving bills. They were supossed to be online but all I get is my free broadband statement. I have made countless phone calls and have been promised it will be sorted to no avail. I have been promised paper bills but they have been unforth coming. My bills have been steadily rising as well during this time. I always thought it was a fundemental right to receive bills so you know what your paying for. What should my next step be ?

Hi there fellow CAG members, I am in a bit of a mess here thanks to Orange/EE! Basically I have a default on my credit file which was placed on the 08/07/2012 for an Everything Everywhere TA Orange account! This default is for the sum of £472 and the Orange account originally started on the 11/04/2007, now when this account was started I was only 17 years old. My date of birth is 29/07/1989 and my credit file for this particular entry shows the date of birth as 29/03/1986!!! Now clearly someone has taken an Orange/EE account in my name and they have allowed it and now I am faced with this default on my account for the next 6 years! Initially I complained to Credit Expert and they have advised me that they cannot remove this entry as Orange/EE claim is correct. They advised me to write to the address for them which shows on the credit report, which I have done, it has been a year since I have been writing letters to both EE and Orange to their fraud and complaints departments, I sent them all recorded delivery and not a single one has replied to me, despite signing for my letters. I have also spoken to CISAS and they have advised that there is nothing they can do as it is a legal matter if someone has opened this account in my name! So I am basically stuffed! Now I have copied of all the letters I have written to them as well as the copies of my credit files which they have also been sent via letter and I am happy to share these with you guys. I must add that according to my credit file this Orange/EE account has been paid regularly as well as many numerous late payments since it first started on the 11/04/2007! I also must add that recently when EE launched their 4G, I applied for a contract and I got approved right away and along came a SIM, and I have been using this ever since December 2012, surely if I owed them £472 they would not give me a another contract right?! This is really stressing me out and I have just graduated and want to apply for a mortgage and start my own business, but I cant even get approved for anything due to this default on m account!!! I was thinking I should file for a small claims court hearing, to claim for this to be removed as well as compensation of the high interests I have paid on financial services ever since I was 18, as this has literally been stuck on my account since I was 18! Surely Orange/EE should have done a check to see if the details and incorrect date of birth was correct before giving this fraudster a mobile phone contract! I hope you knowledgeable guys out there can help me and point me in the right direction! I really have no other option... Thank you in advance! Zain

Hi, I hope you can help me with this question. My Mrs had an Orange mobile plan @£40 per month back in 2009. After paying for 3 months the service dropped and she refused to pay the monthly balance based on the fact that she wasn’t getting the service she was paying for. Orange did not get back in contact and its now been over 4 years. Orange does not charge interest or fees on missed payments as part of their terms. On in June 2013 my Mrs received a letter from Restons solicitors, in the letter it states that there is a personal matter that they need to discuss with her. It also asked for the receiver of the letter to help them locate my Mrs if it wasn’t her. Nothing else was stated or given in the letter I’ve looked into this and from what I've found Restons work closely with Arrow Global and we believe from what we've seen Arrow Global is a debt collector on behalf of Orange. We’re quite sure that this is about the Orange phone bill that is still outstanding, but she has no other debt or has never had a loan. She only has a credit card which she pays off in full each month with no problem. My understanding is that £40 per month for 24 months – 3 months of paid bills = £840 My questions are these... 1 - We haven’t had a CCJ or anything imposed. Do we get told if there is a CCJ/Cort order etc? 2 - Can Restons charge interest on this sum even if the original debt to Orange does not have any charges or fees? 3 - We do not own any properties, just vehicles. What can they do? We’re willing to pay it off in full if the amount is £840. Will they accept this? It seems like such a small amount for a solicitors to get involved with... Any help would be great. Thanks

Hi guys i hope might get little help here i been having few problems with Orange when signup to there Dongle 1GB internet on 25/06/09 few months into having the dongle had bit high bill £50.00 because went over my usage at time i paid it believe that infect i did go over the 1GB at time then next month come and again £50.00 i was now questioning myself to how on earth could use more then 1GB for amount time used it, so as i did i spoken Orange to see what on earth going on and after go over all my data on my end its was found my Dongle software was recording wrong but my advice from Orange was install third party software and this will resolve you going over your limit !! So after getting so little help i reported my issue with there head office to see if new dongle could be sent out to reduce me spending £50.00 and return to £9.99 but infect all Orange willing to do tell me how use the software correctly !! So like ok no problem i speak to someone else about the matter so rang OFT believe or body that controls the internet side and told me what to do, they advised me write letter to orange outlining them about the fault and make sure included date for reply to be given to me. Few months past and after refusing to pay orange any money to had letter about my complaint answered i just sat and waited out then had letter but this time from dept collect about the amount outstanding needed be paid i rang them told them the problem and they told me past on to Orange. Few weeks later had phone call telling me if paid the outstanding balance Orange will wave reconnection fee £110 and we can continue with my internet i they told them i no reason to pay the balance as that no my issue and told go back Orange with my new terms. Any way few years have now pasted and few dept company's have come and gone all asking for money for same account that Orange have past on to them in fact believe had 5 dept company's all asking for £43.79 sound very small amount but refuse to pay it because the fact my complaint to this day has never been answered by Orange all care about is about the money and not my complaint. At moment i today had letter from Past Due Credit Solutions offing me reduce amount if ring them and pay £21.90 that be end day but why should pay no one seems write to me say sorry sir poor customer service. So what should i do pay them and forget about it or continue to fight it.

Hello, I am a new cagger and hope that someone on here will be able to help me? I moved home in February 2012 and called Orange in January to tell them about this, for delivery of my mobile phone bills, and also that I wanted a settlement figure to cancel the broadband they were providing as they could not provide a good enough reception. From the 17th April I started to receive my new mobile phone bills but nothing about the broadband so in May I called them again regarding the settlement, I was told I would receive a figure in the post. June arrived I called them, July I called them and was told the same as in May. Next thing I know about this is when I receive a phone message from DLC on 10th January this year asking me to ring them back urgently, not knowing who they were I did so. I was told that I owed them £244 for non payment of the broadband, a CCJ had been issued against me and I had until Thursday 17th January to pay or else. In total shock and fear I paid half the money on my debit card and just do not know what to do? I would like to add that I am suffering from depression and are under the care of a physiciatrist. They say that Orange have written to me, DLC have sent four letters and a court letter has also been sent, hence where the CCJ comes from, yet Orange knew that we had moved because I gave them my new address. DLC have had heaven knows how many months to contact me by mobile yet only contact me on the 10th January, a week before they threaten bailiff legal action. Please, please help me. Natasha

Do we have an Orange rep on board, or an email address for their customer services? They frustrate me on the phone.

Hello guys please read. I need help on a matter with Orange that’s being going on for the last 2 years. I have tried CISAS but it’s been over 9 months so they cannot help I have tried civil legal advice, debt council , citizens advice etc and no one can help I get passed around with no actual information on what to do. I had a contract with Orange for 18 months and before it ended I cancelled the contract with Orange and thought that was the end of it, 3 months later I return home from university to find bills and debt letters requesting money for line rental when the contract had been cancelled. I tried to get this across to Orange who have no care for the matter and would not even deal with me, I have been battling debt collectors and Orange for over 2 years trying to explain the situation and have got nowhere with them and they have defaulted my credit file for 6 years saying I owe the money and that’s it. I have requested call recordings to prove my case which they will not provide and the phone had no usage over the 3 months as I had taken a new contract with a new provider. I need to get the matter resolved as I need to obtain a loan for my Masters at university and this is having a critical affect on my future and is also causing me a lot of stress and I certainly cannot afford to take them to court as I am student. Any advice on this would be of great help as I am at a loss with this situation right now

Last week, I came home to a letter from Orange stating that they were going to take a 'delayed payment' at the end of the month. It said, that in November the debit card payment I made did not go through. On checking my bank statement, I can see this is true to fact. However, the previous month I had been on holiday and my bill was excessive. Since them my circumstances have changed dramatically and if this payment goes through I will be in financial hardship. I contacted orange who said I needed to ask the bank to cancel this. They informed me that they could not do this as I owe the money. I'm not disputing I owe the money, I just need some time to get this together etc I have contacted every department I can, with no out come. Email after email and no reply. It's making me ill with worry

I have received a text from Orange stating that I am now part of Bright Stuff the messaging service which will bring me offers from different brands. Now I didn't ask for and don't want this service/spam so I looked at ways to cancel it. The text says that I can cancel by texting STOP to 100000. I am on PAYG so to text them would cost me the price of a text. Maybe the 100000 is a free text number but it will cost me to phone Orange to ask them. This seems like a nice little money earner for Orange, charge folks for cancelling something they didn't want/ask for in the first place. Legal or not?

Hello all. I've got a bit of a problem with Orange Broadband. I was with them for over 3 years and eventually got fed up with the lack of speed / drop off in service so decided to change. Sometime in March 13 I went onto the Sky Broadband website that stated their 'switch team' would take care of everything. Happy with this, I filled in my details, had confirmation of order, confirmation that they would liase with my current provider and my service would be switched and active on the 12th April. On the 12th, everything switched over okay and a few days later Orange took a direct debit from my account - I assumed this was the last bill I owed so thought nothing of it. Now, Orange have sent me a new bill for 09.05.13 - 08.06.13 and stating they will take this via DD in 10 days or so. I phoned Orange to query this and they are saying that my account wasn't cancelled and that I needed to give them 30 days notice. Any idea whats going on? Help please

Its a long story. But basically I need to remove the phone number I have on my Orange contract and put it on another phone on a different contract. BUT, I have another 12 months left on my contract, and they wont give me my PAC code unless I pay a £535 contract cancellation fee. I am happy to continue paying the orange contract with a new phone number. But they say this is impossible. What I don't understand is that they are more than happy to give me a new number, but cant give me the PAC code for the current number before they do. Where do I stand? What are my options? Thank you in advance

Heres what happened... I always pay my orange bill via direct debit. My bill date is the 22nd of each month and Direct debit then comes out on the 7th of each month. In March I decided to pay my bill in advance via my card. This was so I didnt have to worry about my phone bill for a few months. As per their website regarding this it says: "On the top of all your bills you'll find your bill date. It's important because, while any payment before that date will lower your Direct Debit for that month, any payment you make after that bill date will go towards the month afterwards instead. It doesn't mean you've been double charged, but to avoid any confusion the best time to make a card payment is after your Direct Debit payment collection date, and before your bill date." That means if I paid money on my card after the bill date (after 22nd)... the direct debit would come out as usual on the 7th and the money paid in will count towards the following month. I first paid £40 in March, that didnt go through until the 23rd of March.... Of course 1 day after my bill date so the direct debit for March came out of my bank as usual. I then paid another £60 which cleared on the 20th of April (before April's bill date). Total balance on my Orange account was then of course £100.... Meaning as my phone bill is £33 a month I would have April, May and June's bill covered without them taking a direct debit. On the 22nd April (April's bill date) I had my bill for £33 and they actually took it off my balance on my account... My account then showed as £67. That had clearly been paid. However today they still took the direct debit from my bank account (Which put me overdrawn) and I look on my account and that £33 they took was reversed so my balance was back to £100. The charge will be £30 for going into an unauthorised overdraft... Am I thinking correctly that orange should have to pay that??

Had a orange phone last year they cut me off as was late paying the bill and customer service was not contactable on the 150 as calls were barred.they cut me off so thought nothing more of it DLC wrote to me asking for payment contacted orange as was going to pay them not DLC but they refused to accept payment and i refused to deal with the debt collector. I have now received a claim form from Northampton bulk center The claim is double to what shows on my credit file! Particulars of claim The claim is for call and service charges due and unpaid as at todays date under a network services contract made between the claimant and the defendant . How is the best way forwards on this i have acknowledged the claim just need a deference if there is one? Orange were the one that barred my phone at the time for around a £50 bill surely they broke the contract and now trying to charge for something they not providing Thanks for your time

How far are companies allowed to change their terms and conditions of a contract without informing their customers that a change has taken place – and are they allowed to do this retrospectively? I am asking as my fiancé and I both have mobile phone contracts with Orange – taken out in August 2011 and September 2012 respectively, on terms and conditions which included a clause that could be used to stop customers cancelling their contracts (without fee) if Orange put up their prices, providing this increase was less than a certain measure of inflation. The issue I have is that in the original Ts&Cs this clause was very likely faulty and unenforceable as it referred to a government agency that has not existed since 1996 and to a document that no government agency has published since September 2011. It appears that Orange updated their Ts&Cs for policies taken out after October 31st 2012 – with a replacement clause giving a broader range of measures and bodies that they can rely on to justify their price increases. However, they also appear to have altered their Ts&Cs for contracts taken out between February 2011 and October 2012 to include the new clause, and the original February 2011 Ts&Cs have been removed from their site - luckily though, I have a copy of the original. Orange were not able to tell me when this change took place (although the altered Ts&Cs on their site are dated October 2012). They were also unable to tell me what steps they had taken to inform their customers of this change – and in a phone call to their call centre I have been told categorically that they have not told anyone of any updates to their terms. We have no record (on my bills or in any other correspondence) of being informed of these changes to the terms of our contracts – so do not accept that we are bound by the new terms. Are Orange allowed to change the wording of their terms without telling anyone that they have done so? Is it legal that they can just quietly alter the documents on their site and back-date the changes? This change in wording is significant as they are now relying on the new clause to increase the monthly cost for hundreds of thousands of customers who might reasonably have grounds to cancel their contracts - they have refused me the right to cancel mine without a hefty cancellation fee. Thanks in advance for any advice. The old wording of the clause (February 2011): 4.3.1 we have increased the Charges by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices published by the Central Statistical Office in the Monthly Digest of Statistics in any 12 month period;” The new wording (October 2012 – backdated secretly to February 2011): “4.3.1 we give you written notice to increase the Charges (as a percentage) by an amount equal to or less than the percentage increase in the All Items Index of Retail Prices or any other statistical measure of inflation published by any government body authorised to publish measures of inflation from time to time, and published on a date as close as reasonably possible before the date on which we send you written notice; “

Hi, as a family we have 3 monthly mobile phone plans with Orange UK. Below are our current contracts: iPhone Extra 41 - Unlimited Texts, 600 Minutes, 1GB data - £41 per month - (taken out 27th Feb 2012 for 2 years) iPhone Extra 36 - Unlimited Texts, Unlimited Calls, 1GB data - £36 per month - (taken out 14th Sep 2012 for 2 years) Dolphin 7 - 500 Texts, 150 Minutes, 250MB data - £7 per month - (taken out 24th Sep 2012 for 1 year) Now Orange have sent a letter stating that because of the economic climate they have to raise the prices on their plans and ours have been raised as such; iPhone Extra 41 - up to £42.324 iPhone Extra 36 - up to £37.164 Dolphin 7 - up to £7.224 Now we are a little annoyed that they can do this to anyone, let alone us, part way through a contract. Surely when signing up to a year or 2 year term, that is the price you pay, it can't be changed at some spurious point into the contract can it? Now, to add some other information here, none of our contracts were made in a physical branch, two were done over the phone and one via the internet, so no terms and conditions were given or shown. Today I had a look on the Orange website at the current monthly plans and found some interesting information. The Dolphin 7 plan is still shown and is priced at £7 per month, not the new £7.224 per month that we are being charged. Both the iPhone Extra plans no longer exist but have been renamed to The Works 36 & The Works 41, both of these plans are again shown as priced at £36 & £41 per month respectively and not the new hiked price. Now have we got a case against Orange for initially changing the contracted price part way through a contract and the fact that tariffs are still available at our initial prices on their website? Kind regards.., DHB

My husband took out a contract with Orange last year for two mobiles. One for himself and one for my daughter. After checking my credit report I saw the following: Company: Everything Everywhere ta Orange Account stated: 03/10/2012 Account updated: 10/03/2013 It then states that there is a late payment of £200. My credit rating has dropped from 750 down to 597. The thing is I don't have an account with Orange. I'm furious and really upset as I've been battling for two years to try and get as high a credit rating as possible. Is there anything I can do about this?

I use to have a phone contract with orange between 2008 - 2010. In 2010 I separated from my partner, who also had a phone on the same contract. After leaving my partner ran up a bill on the phone, which I paid and then requested the phone was blocked. I had numerous conversations with Orange at the time both over the phone and in the branch explaining the situation and the fact she held this phone and we were going through a divorce and it was actually their suggestion to block her phone. In fact they didn't block her phone and allowed her to continue making calls, when she exceeded the credit limit (which at the time was about £120), she paid the bill herself, even though she had no authority to access the account. She then disputed the payment and got the money reversed back onto her card while continuing to use the phone. In the end the Bill totaled almost £900. At this point Orange had blocked all phones on the contract and I made my position clear with regards to the outstanding bill and they suggested I just use a pay as you go SIM in my phone, which I did for almost 2 years. At that was basically the end of it. UNTIL NOW. Orange have basically confirmed that I contacted them about this, but say because I didn't request a total bar on the account that I am still liable for to pay this full bill. I am happy to pay for any line rental owing, but not prepared to pay hundreds of pounds in calls from a phone that should have been blocked, especially as Orange had even told me that the credit limit on my account was £120. Any advice is much appreciated.

Hello everyone, Today I received a letter from Moorcroft about overdue debt to Orange of £80.99. This is the first I've heard of it. I phoned up Orange and while they were very nice about it, they were also pretty useless. All they could tell me was that it was pertaining to my old account. After my original 24 month contract ran out I had a look about for a new one, the best I could find was with Orange again but to get it I had to set up a new account and cancel my old one, so I did. This was in September, I phoned up and cancelled it as well as cancelling the direct debit just to try and avoid a situation like the one that seems to have arisen. I've spent a good hour or two threading threads here and elsewhere about these jokers so I'm not as worried as I initially was although I'm not looking forward to potentially years of threats. So my question is what is the best way to start off this farce? Thanks

Dear All, I am new to this forum so sorry if this is a little longwinded but I thought to be able to give informed advise you would want to know the details. Overview. · November 2000, entered into a contract with Orangefor the supply of network services to two sim cards, the contracts were renewedon several occasions. Most recently in March2010 for both phones in each case for a minimum of 24 months. · January / February 2011, went on holidayto Colombia incurred iphone download charges totalling £1,547.75 covering an eight day period. I would typical spend £1,200.00 per annum for two iPhones,with a typical monthly direct debt of £100.00each month to Orange. · February 2011, in dispute with Orange over overseas IPhonedownload charges as Orange was and is still unable to provide a satisfactory itemisedbreakdown for these charges. · May 2011, £300 settlement offer rejected. Orange issued Deadlock letter. · May 2011, referred matter to adjudication under the Rulesof the Communications and Internet Services Adjudication Scheme (“The CISASRules”) · June 2011, CISAS promulgated their decision in favour of Orange;I did not accept this decision and continued to dispute the data downloadcharges. · October 2012, on 16th October 2012 I received aletter of demand from Orange for payment on my account this being the firstcommunication received by me from Orange since an account statement of 8thJune 2011. I telephone Orange Collections Department to quire the demand andwas informed by a representative of Orange to ignore the demand as it was acomputer generated letter and it was noted by the representative that I wasstill in dispute with Orange and the letter was sent in error. · January 2013, on the 14th January 2013 I received afurther letter of demand from Orange dated 10th January 2013 forimmediate payment of an outstandingbalance of £1,773.17. Again I called Orange Collections Department but on thisoccasion I was informed by the representative that the advice given to me onthe 16th October 2012 was incorrect and I had to pay the amountdemanded within a month or the matter would be passed to a Debt CollectionAgency. I informed the representativethat I was still in dispute with Orange over the charges on this accountdespite CISAS’s decision. Therepresentative advised me that I could seek further recourse from Ofcom, butOfcom would only agree with the findings of CICAS so it’s not really worth it. · January 2013, on the 23rd January 2013 Iwrote to Orange by recorded delivery to express my dissatisfied with theservice and advice received from Orange and sought their comments on thefollowing: 1. What is the reason for the significant delay between CICAS’s decision inJune 2011 and the demands for monies from me now in January 2013? 2. If Orange considered the demand for payment in October 2012 was correct,why was I instructed to ignore the demand by a representative of Orange? 3. If Orange considered the demand for payment in October 2012 was correct,why the delay of over two months before making a further demand, thus reducesthe time in which for me to query and/or make payment in part or full prior tomatter unduly progressing to a Debt Collection Agency? 4. Why on 14th January 2013 was I informed by a representativeof Orange that I could make further representation of my case to Ofcom, whensubsequently checking Ofcom’s web site it clearly stipulates they “cannothandle individual complaints” and refer consumers to Alternative DisputeResolution (ADR) schemes such as CISAS? I alsorequested that Orange provide me with the following: 1. A true copy of my original agreement with Orange. 2. An itemised statement of account detailing how the current amountdemanded on my account has been arrived at. The detail should include all charges and a breakdown plus validation ofdata download amounts and download charges. I also reminded Orange that In February 2011 Iinformed them I did not have the funds to pay the amounts demanded. Thisremains the case even more so today a further two years into the currentrecession. Referring this matter to aDebt Collection Agency will cause delay in concluding this matter and only addfurther to my anxieties and financial burdens with no real prospects ofrecovering any significant monies from me in the near future. (Please note dueto my personal financial situation I have already sought and entered intorevised repayment agreements with a number of my credit card providers and mymortgage provider). I Informed Orange that this whole matter continuesto cause me undue pressure and anxiety which is impacting on my professionaland private life. Therefore, I was cautiously prepared to pay £900.00by credit card (I have no monetary funds) as full and final settlement ofany and all outstanding charges in respect of my Orange account. I believe this is a reasonable offer ofsettlement in the circumstances and would facility a prompt conclusion to thismatter and end our association. To date I have not received a response to my letterof 23rd January 2013. · February 2013, 8th February 2013 at 09.24hrsTelephone message received at home to call Buchanan Clark & Wells (BCW),Debt Collection Agency (DCA). · February 2013, 9th February 2013received a letter from BCW dated 7th February 2013 headed FORMAL DEMAND (in bold black) whichread: Client: Orange PCS Ltd Principle Sum: £2,749.49 AdministrationCosts: £177.32 BCW Ref: XXXXX Client Ref: XXXXX Dear Mr Robert Sandry We have been instructed by Orange PCS Ltd to recover an overdue amount in the sum of £2,749.49. The outstanding balanceincludes an administration charge of 10%to compensate our clients for cost incurred in recovering this debt. Please refer to your terms and conditions forfurther details. Our clients have informed us that they are unawareof any legitimate reason for non-payment of their account and although theywould prefer an amicable settlement, they will not hesitate to commence legalproceedings if necessary. Please call our 24 Hours Payment Line immediately on 0845 117 0258 to make payment by Credit or Debit Card. Paymentis also accepted online at (Web link to paybcw payment website). Please note that is the usage fee plus theadministration fee is paid within the next 28 days Orange PCS Ltd will credit your contract by £799.00 and reconnect your service free of charge. Your contract will be reinstated allowing youto once again make calls. Further airtime is required to be paid to Orange PCSLtd by direct debit. In order for you to avail yourself of this offer youmust call us on the above number. Should there be any matter that you would like tobring to our attention or if you wish to discuss your financial circumstancesin relation to the debt, please call us immediately. Yours faithfully, Buchannan Clark & Wells I am concerned Orange has not respponde to me prior to receiving this deamd and that the demand has increased in one month by £976.32 from £1,773.17 in January 2013 to £2,749.49in February 2013 without an explanation for this increase other than a£177.32 admin charge. Are BCW merelybumping up the principle sum to scare me to pay up and get a £799.00 credit on my Orange accountgoing forward? – Is this legal? Orange customer service has been atrocious, hounding me for payment byletter and by phone, not supplying information requested, passing me from one departmentto another, giving me false information, attempting to take monies from my bankaccount after I had told them I had cancelled my direct debit and had insufficientmonies in the account. Complete lack of accurate and timely information In all the time I have been with Orange I have always paid my bills in atimely fashion until this dispute began I have paid everything I believe I oweOrange and withheld payment for the amounts Orange claim I owe but cannot satisfactorilysubstantiate despite my requests. I have recently checked my Experian Credit Report wish shows it was lastupdated by Orange on 13th January 2013. It shows: March 2011 - 1 month payment of £1,759.00 overdue April 2011 – 2 months payment of £1.766.00 overdue May 2011 – 3 months payment of £1,865.00 overdue Thereafter to date it indicates £0 unable to update. I have no wish be associated with Orange going forward, and wish to dissolveour association as quickly as possible. Imaintain I do not owe Orange the money they claim but if I have to paysomething to make this go away I will. Likewise if Orange continues to demandmonies from me in this regard I am willing to take my chances in court. I have not responded to BCW and would welcome any advice on how best Ishould proceed in this matter. Thank you in advance for any advice or assistance offered. Robert Sandry

Hi all, am having a bit of bother with Orange small business customer services, to cut a long story short, my HTC Desire S isn't working as it should, rang Orange, a week ago. They offered a replacement. Problem is, they don't ave any re-conditionned Desire S in stock, apparently they come in as and when available. No one seems to know, could be days, or weeks.. I run a small business, and cant use my phone properly, so after having waited a week, i rang them back. still no news, i then said that i couldn't wait any longer, so they offered the Wildfire S as a replacement, i refused it as it is not a like for like phone. (lower specs!) Basically, i am stuck waiting for the Desire S, Orange customer services refuse to offer another like for like replacement, am banging my head against a brick wall anytime i ring them, no help whatsoever. Any advice would be welcome !!

Has anyone else has issues with Orange sales reps saying that voicemail is included in Sim only deals and then they bill you 35p per minute for voicemail? I needed a sim for a line I use just to collect messages. I called Orange and they told me that while the 7.50 per month option didn't include voicemail, the £10.50 option did. 3 months later I realise that Orange have billed me 35p per minute for all voicemails. Have spent 45 minutes on phone with them to try to resolve -- they try to put me through to the sales rep invloved but he never answers all calls me back... 6 days has passed since he was supposed to call me back. Complete waste of my time. Very poor customer service + Orange sim only deal is also being mis-sold.

i began a 12 month sim only contract with Orange in October 2012. first payment went out on the 5th November from my business account. during mid December i get a bar on my mobile and told that i hadn't paid and to phone 150. i did this and told their customer service that i have been paying all the time and furbished them with all the bank details, the bar was lifted and they said someone will be in touch in the next few days. i didn't think anything about it then..problem solved. 2 weeks later i get another bar on my mobile and i went through exactly the same thing again with another, supposedly customer service person. i was told the same thing and the bar was lifted. i then realised that i had transposed two numbers in my reference to them; hands up, that was my fault. i called 150 and owned up to this , humbly. the guy told me to change the reference ( i had 0871.... instead of 0781....) to the correct mobile number and someone will get in touch with me. Monday 18 February At about 15.00 I hada block put on my mobile again!! I called 150 and got the same annoyingautomated girl’s voice saying how they are here to help and you can go on lineto sort any problems out, when you CAN’T because the stupid site will not letyou in if there is an issue concerning your bill. Then you go through the sameroutine of listening to all the drivelling menus with that same irritatinggirl’s voice only to get a human robot at the end of it saying what I haveheard repeatedly since Christmas with no follow up action. I am talking to awall! Every android that I spoke to since Christmas have said I would get aconfirmation of some kind within the next few days and the problem would besorted out, but no!!I NEVER have I received ONE follow up call. Where is thecustomer service in that? I told every person I had contact with on orange, that I was paying the money into the orange account, and that I had the correct sort code and account number, but this time the block wasn’t lifted. I use this phone for my business and since the block I have obviously lost some of that business. I can’t tell you how furious and frustrated I was with thelack of empathy that orange staff have. I had to leave trying talking to 150; I had enough for one day. Tuesday 19th February I compiled an emailcomplaint and sent it to your “customer service” and received the following response… yet from another automated non human source: Pleaseaccept our apologies, we are in the process of improving our e-mail service,and cannot deal with your e-mail enquiry at this time. For themoment, can we ask you to use one of our alternative Customer Service channels,where our advisors will be happy to answer any question or resolve any enquiryyou may have. You can contact us, between 8am to 10pm by :- dialling 150 from your Orange handset or calling us on 07973100150 from a landline* Our Text Service provides text message support on 150 - just send 'help' to 150 If your abroad you can also contact on 07973100150** You can manage your account online, 24 hours a day at "your account" You can also manage your account and get answers to most questions, using our Your Orange app, available to download for all smartphones You can talk to one of our agents using our Click to chat services on our website Alternatively, our Orange helpers are always ready to provide support if you visit our social media sites @OrangeHelpers on twitter or search for Orange Helpers on Facebook Again! I reiterate that you cannot access your account ifthere is a payment issue, but you say you can…more infuriating non advice. I posted my grievance on facebook to Orange Helpers and mayas well have sent it to Santa Claus as I got “surprise surprise” no response yet again! So basically orange have absolutely no customer service. Wednesday 20 February. Started contacting orange 150 via landline at 10 am I got cut off whilst speaking to a customer service rep. I called again and got through to someone and I asked him to take my landline number because of the waiting, he did and read it back to me. hethen asked the same questions as everyone else and said he’d see what was happening,also said he’d get back to me shortly….I’m still waiting. Then I called via thePAC site and requested a PAC and the rep, called David, was actually helpful, unfortunatelyto no effect, he said he have to reactivate my mobile and then send me the Pacnumber. I asked how long will this take and he said not long within the hour,that was over 6 hours ago. This guy also gave me the fax number 08703748129 tofax direct to correspond with orange. I have been trying continuously sincethen 11 am to fax stuff through; it always says the line is busy. How can yourfax machine be continuously busy for over 6 hours before I finally gave up retrying to send? I called again via the Pac line and got an belligerent guy,probably because of my tone but after all the crap that I’ve had to deal withwho could blame me and either way he should have been a bit professional anddealt with it. He said that I’d have to pay for the full 12 months as I have a contract and I said I don’t think so as I haven’t had a service; so orange are in breach of contract…( are they?)..he put the phone down on me!!! I tried to call back and I got a block where my landline wasn’t being answered!!!......... I didn’t know you could do that. Thursday….21 February I’m really extremely angry and could kill someone!! I turn my mobile on, it’s switched off at night…habit, onlyto find that the only pleasant chap “David” had got my phone reconnected andsent me the PAC code. Progress at last. While I was in the process of compiling this complaint Iactually got a call from a convivial female called Jane from the facebookhelper’s group!. It had taken two days for a response but at least they didrespond. Jane listened to my saga and was very sympathetic and said she’d explain my position with a member of the billing team and get it sorted. I thought “here I go again!” Jane put me through to someone in billing and he then put me on to his supervisor, I forgot his name but I wasn’t optimistic. I when through yet again the saga and he asked me when my payments went through, I said 3rd,4th or 5th day of the month but I’d logon my online banking and tell him exactly. Before I managed to logon to my account he said he has found all my payments!!!!!! I was instantly astonished and relieved. I had pestered my bank and they said that everything was good their end and that all the payments had gone as it should have and if there is a problem it would have to be with Orange’s account. Clearly there wasn’t any problem so my question is “why have I had to endure all the anxiety,stress, inconvenience and loss of business?” because of total incompetence of Orange. I think it has been disgusting the way I have been treated,there was never any cause for it and if anyone had followed it through at the beginning the billing problem would have been rectified. 12 March 2013 I DON’T BELIEVE IT…….BLOODY CUT OFF WITHOUT ANY WARNINGAGAIN!!!!!!!!!!! Phoned 08003762285: I couldn’t get through 07073100150’s automated system, as my number wasn’t recognised. 20 minutes on my land line to yet another totally uselessperson who eventually said I have to phone 07973100178 I got through to collections onmy land line!! And went through the rigmarole of explanation, to someone belownormal intelligent, who eventually put me through to a guy called Steve (ext37514) who didn’t have much more sense. I had to go through the same saga again only to get the same of pat questions. I gave him the dates when the money wentout of my bank, my bank account number, and sort code details. I then confirmed Orange’s bank account number, and sort code, and both the references that my mobile has been paid with. He said I should contact my bank to see where themoney had gone!!! Losing the plot, a little. I said the money has gone into orange’s account and reiterated that onFebruary 21st , some supervisor had no trouble in finding the payments!!! WHAT HAPPENED SINCE THEN???? He then put me on hold for agesto talk to billing. Arrrrrgh!! When he came back, he said theywould look into it!!!! another exasperation gasp from me. I’m dealing with totally incompetent idiots. I said I need the phone reconnected as I have been paying and they will find that out, as they hadpreviously a month ago. I also explained that it is for my business and that Ihave already suffered numerous days without service and loss of business because of it. I said what if I happen upon a person lying in a ditch dying andI can’t call any emergency service?? He went back to billing and I was left on hold again. When he came back he said I have to wait. WHAT KIND OF CUSTOMER SERVICE IS THAT??? NON EXISTANT!! I am obviously paying! otherwise I wouldn’t be on the phone to them! HOW do i make a complaint to Orange? CAN i make claim against them for stress and loss of business? it is 11.25 wednesday 13 march and still no contact from Orange!! What can i do?

........... of having a fixed term monthly contract with Orange, if they just put their prices up mid-contract when they feel like it !!! They did this in January 2012 as well. If I want to cancel because of this, they say on their letter that I can but I'll " ...... need to pay them any cancellation charges that apply." Arrggghhhh !!