Orange
Complaint 125907 Details

This is my complaint letter to orange.


To Whom It May Concern,

I am writing to you in desperation because I have found no suitable resolution or response in attempting to follow your complaints procedure for many months.

When I first had my contract with you on the iPhone 3GS, I experienced signal problems whenever I attempted to make and receive phone calls and text messages.

I made several complaints and I was not able to get a satisfactory result. I was eventually told that there was an issue with one of the masts nearby and that services would resume as soon as possible.

I still then experienced problems until the end of my contract where I was originally going to cancel my contract and go elsewhere. I was guaranteed when I called up that if I was to renew my contract, that the signal would be boosted and that if I had any problems I could call up and they would be resolved straight away.

I decided to give Orange one last chance and trust the advisor I spoke to. I got a new iPhone 4S and all seemed well.

Not long into the contract the same problems happened again and I was losing signal constantly. I made a complaint and I never heard anything back. I was constantly told that there were no records of my calls and complaints on my notes.

Then it got even worse. I found that Orange had cancelled my contract without my consent and charged me a balance near the sum of an £800 termination fee to my direct debit. I found out a few days before my direct debit was due to be taken, by routinely ringing the automated service, and I had to cancel my direct debit under the advise from a supervisor because they said the money would still come out because they can't remove the charge.

I was told that I didn't need to worry about any knock on effects with my direct debit being temporarily cancelled, because the supervisor told me they would contact me when the issue was resolved and the fees were removed and I could reset my direct debit up and pay the correct bill.

I never received a phone call and I had my phone barred several times for issues with taking my direct debit. I was never notified and the customer service was appalling. I was patronised and rudely spoken to on every call, only being offered small good will gestures.

Members of my family and my partner were extremely worried when my phone was disconnected and then the following times when it was barred. They believed I had been in an accident or worse. I also missed out on working hours that were available to me because I was not at home and my employer could not contact me.

I tried to escalate all of the above issues on numerous occasions and I have never had any response or resolution.

I have now been told that I need to go through the complaints procedure again and also have several drawn out stages of diagnostics done with my phone calls. I need to send various details about my calls that I have had problems with and provide every little detail.

I am not prepared to wait any longer. I am requested for my contract to be cancelled without any termination fees because I have tried to follow the correct procedures for a very long time and I have been ignored and ridiculed.

I have not been getting a satisfactory enough service for the entire length of my contract, especially for how much I am paying Orange.

Please contact me on the below number or you can reply to the email listed below.

I hope to hear from you soon,

James Smith