Problems Orange Prepaid card

[cletus2012]

Hello all,

 

I would want share my experience with the Orange prepaid card, to see is someone had the same experience and can indicate me what to do or who I might contact, because to be honest I don't consider the Orange behaviour very correct.

 

I need a prepaid card just to use it on internet to be sure that every time I will buy something, I have not provide the details of my regular bank card. I choosed Orange because it seemed the best deal on the market, but to apply for it, became a very Odyssey.

 

1st attempt, I was to an Orange shop to ask for a voucher to use to apply for the card later on their web; the guy on the shop said me, no we don't provide vouchers, you have to apply for the card on the web. I thought that probably I had read bad, I had not! You can apply for the card paying by voucher previously bought on the shop, by sms or by bank card paying 4% more for the cost of the transition.

 

2nd attempt, I came back to the same shop asking again for the voucher, the girl there this time told me that they did not have voucher available at that moment.

 

3rd attempt, I top up my phone because I have a pay as you go to apply this time by sms. At the moment I should to send a text to the 82023, the phone told me that the number did not exist, so it was not working. I tried also with a phone with a friend of mine, same result, the number they provided on the website did not work.

 

4th attempt, I was to another shop to ask for this voucher, the girl there answered to me that they don't have among their products the prepaid card, UNBELIVABLE, I had to insist with her to call her manager and ask about the card. After several minutes finally I got the voucher.

When at home I applied for the card and the problem seemed solved, was not!

 

After apply I received 3 e-mails by orange:

 

1) Welcome to Orange Cash. It's great to have you with us. The details of your order are below...etc. Etc. etc.

2) Good news, the payment for your Orange Cash prepaid MasterCard® has been processed successfully.

You will receive your card in 7 to 10 business days. Etc. etc. etc.

3) Dear Customer,

Thank you for applying for a Orange Cash prepaid MasterCard.

 

In order to help process your application and post your card out to you we require further information.

 

You need to post two documents from the table below to:

 

Orange Cash prepaid MasterCard, PO Box 3371, Swindon, SN5 7WJ

 

Please provide one document from both columns A and B showing your current address. All documents sent as originals must be dated within the last three months or will be classed as invalid. All photocopied identification documents must be within expiry or will be classed as invalid.

 

 

 

The documents must be from different columns and you cannot use the same document twice.

 

 

List A Original or Photocopy

 

Passport Photocopy

 

UK or overseas driving licence (Photocard & Counterpart) Photocopy

 

National Identity card Photocopy

 

Government employer’s identity card, e.g. armed forces, police, etc. Photocopy

 

Benefits agency/local authority letter confirming benefits Original

 

HM Revenue & Customs tax notification (current tax year) Original

 

Residence permit Original

 

IND application registration card Photocopy

 

 

 

List B Original or Photocopy

 

Council tax bill Original

 

Gas, electricity or water bill Original

 

Landline telephone bill Original

 

TV, satellite or cable bill Original

 

Bank, building society or credit card statement Original

 

Home or motor insurance certificate/schedule Original

 

Letter from a known employer Original

 

Letter from a university, college, known language school or UCAS Original

 

NHS medical card (under 18s only) Photocopy

 

Tenancy agreement or rent book Original

 

Vehicle registration document (original dated within the last 12 months) Original

 

The below documents can only be accepted if not already provided from list A;

 

Benefits agency/local authority letter confirming your benefits Original

 

HM Revenue & Customs tax notification (current tax year) Original

 

UK driving licence (Photocard & Counterpart) Photocopy

 

Important notes – please read if you are providing identity documents

 

• Any documents must show the same address and be in the same name as the original application.

 

• Any photocopied documents must be clearly readable.

 

• Your passport, driving licence or national ID card must be within the expiry date.

 

• All document listed as ‘Original’ must be within 3 months old or will be considered invalid.

 

• If you’re under 18 and can’t provide any items from list B, you can instead send us a photocopy of your passport

 

along with an item from list B in your parent or guardian’s name.

 

If the identification supplied is sufficient to verify your application, we can also offer you an upgrade*.

 

Should you wish to take advantage of this offer please email Customer Services at the below address.

 

(Do not forget to include your name & address details)

 

*Fees apply see terms and conditions for full details

 

If you do not wish to proceed with the application you must advise us within 14 days. We will require identification documents before any refund is issued.

 

If you have any further queries about this then please feel free to contact us at customer.services AT orangecash.co.uk

 

Kind regards,

Customer Service

Orange Cash prepaid MasterCard

 

 

After these emails to be honest I thought if they are kidding and I began to lose my patient. Following my answer.

 

Hello,

 

I received your request of further information about my identity to allow you to send out my card.

 

Why are you asking this documents? In your FAQ section to the question "Do I require ID information to get a card?" the answer on the first sentence says: "Further ID information IS ONLY required if you receive a card with a reduced spending limit AND WISH to upgrade".

 

Furthermore the point 3.5 of "Terms and Conditions" says: If we are unable to satisfactorily verify your identity and address from information provided by you at the time you apply for a Card we will issue you with a Restricted Card.

 

I am not english mother tongue but that seems to me that if I want to upgrade my card, I need to send proof of my identity, if I don't want I will receive my card with the limit of 1.600£ per year. Am I wrong?

 

Moreover about the documents you are asking for, for example the list A says you accept a photocopy of my National Identity Card but below in the "Important Notes" is wrote: "Any documents must show the same address and be in the same name as the original application." What does it mean? How do you suppose you think I can provide a foreign National Identity Card with an UK address?

On the list B you ask for "Bank, building society or credit card statement", mine is a Debit card, so must I upgrade to credit card just to provide you the information? Moreover after how long the document will be destroyed after I proved my identity? On that document there are my personal information besides my financial information.

 

So to be honest, for what I have written above, still do not understand why I have to send documents when I just want the prepaid card with the limit of 1.600 £ per year?

 

Waiting for you answer,

Have a nice day

They replied:

 

Dear Customer

 

Thank you for contacting Customer Services.

 

From our terms and conditions it does state that Identification documents may be required before we can issue a card to you. Unfortunately without the documents we will not be able to process your application.

 

If you do not wish to provide documents, we can certainly cancel the application and process a refund of any application fee you may have paid.

 

Please let us know how you wish to proceed.

 

Kind regards

Customer Services

Orange Cash Card

 

Sincerely I don't know in wich way they work, they reply back without provide any reference of the terms and condition where they says that they might ask for further information before to issue the card, moreover they did not answer to my questions about the documents.

 

I am very disappointed with them and I think that is just a way to tire people and force them to upgrade the card. Yes because in their terms and conditions they also said that if you want to upgrade your card and to grow up your money limits you have to pay a fee of 5£.

 

 

I am sorry for the very long thread, but I think in this way I could explain everything properly.

 

Anyone can suggest me what to do? I don't care to lose the money I paid to apply for the card, is just 5£, but they are playing with people, so there is some way here in UK to complain about a company? Some consumer protection o something like that? From my point of view is not very clear what they are doing, and the way they're working on.

 

Many thanks

[MARTIN3030]

Hello,wIll move your thread to the telecoms forums.

[cletus2012]

Thank you to move it. The brand is Orange but the problem is about a prepaid card mastercard no about problems with telecomunication.

[MARTIN3030]

They are basically using the money laundering and Fraud criteria.

The same sortsof problems are often experienced by forign nationals and students looking to open a bank account.

So is it a pre loading card which you are after ? If so there are lots on the market and the Post Office do one.

The benefit there is that you can speak to an advisor and ask all the questions.

It can sometimes be easier to begin with a lower limit andupgrade to ahigher one later.Things you needto check are fees and charges for transactions/ monthly fees and commmissions.Try annd do an internet price comparison for the best pre paid cards.

[MARTIN3030]

Thank you to move it. The brand is Orange but the problem is about a prepaid card mastercard no about problems with telecomunication.

 

sorry-I will find a suitable forum.

[MARTIN3030]

The Orange Mastercard is actually by Barlcays............http://cash.orange.co.uk/what/

The Orange Cash prepaid MasterCard® is issued by Barclays Bank PLC pursuant to license by MasterCard International Incorporated. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. This card is an electronic money product. The electronic money associated with this card is provided by PrePay Technologies Ltd, a company regulated by the Financial Services Authority for the issuance of electronic money. PrePay Technologies Ltd is a registered service provider of Barclays Bank PLC

 

 

 

 

 

Willl move to card forums

[cletus2012]

Hello Martin,

thanks for answer.

 

I know they ask for that documents for the law against fraud and is a good thing what they are asking for and I know also they are doing just their job but I am not happy at all with the poor service they're giving to the consumer.

I waste one month to try to apply for the card and when I did it, they ask further information. My main problem is that I don't have most of the documentation they're asking for. I am an european citizen working regularly on UK but obviously I can't have the same documentation of a british citizen. If I knew before the kind of documents I had to provide probably I would have not waste my time for something that technically now I can't get. I would provide the rights documents but I cannot because I don't have them.

I checked several prepaid card in UK and that one seemed the more convenient. 5£ to apply for it, no monthly fee, 1600£ per year you can spend online, a little an high fee to withdrawl but for me was ok. I have already a regular Barclays debit card, what I want is just a simply prepaid card to avoid to have provide my financial data on internet when I buy some goods.

[MARTIN3030]

Yes I know what you mean.

I had an IBUX card which the Poundshops were selling for £1 and then the cost is £2 to load.

You can view the account online etc.

Maybe worth looking at that one.

There is a lower value and a higher value card.

 

As far as sorting the issues out over the £5 you paid to Orange,You need to be writing to them.

[MARTIN3030]

Here are the details from their FSA entry.

 

Basic Details For: Prepay Technologies Ltd Current Electronic Money Status: Authorised Electronic Money Institution Effective Date: 01/06/2011 Sub Status:

Principle Place of Business Firm Address: 55 Baker Street, , , , London, , W1U 8EW, United Kingdom

[cletus2012]

Hi Martin,

 

thanks to provide their FSA.

Do you think I should contact them too to describe my problem?

[MARTIN3030]

The FSA is not usually dealing directly with consumers.

The regulator for the FSA is the OFT.

You can make a complaint to the FOS (you can do this online)

Or else to your local Trading Standards offices.