In Spring 2013, I had a dream to travel around the world. It would be a more simple, carefree life filled with new experiences and exciting opportunities. I did not imagine for one minute that nine months later I would be embroiled in an ongoing battle with a mobile phone company with the threat of debt collectors and credit blacklisting hanging over me. What was my crime? I simply asked to change my number over from pay monthly to PAYG as my contract had expired but I wanted to keep my number. Now, I just want to stop the continuing billing for a service I haven't used since April 2013. I have long since stopped caring about the number. I just want this nightmare to end. While travelling it has been extremely challenging to communicate with Orange (now EE) as they will only converse via phone which is expensive and difficult due to the time difference and via letter, which is simply not an option for me at the moment. I am fed up with contacting them over and over again to explain my plight, so this blog is a record of my attempts to resolve this issue. Maybe it can also be a place of support for other customers, who like myself, feel they have done all they can to communicate with this company but are constantly repeating themselves and getting nowhere. Will this grim tale have a happy ending?
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10 days later and no progress with Orange UK. What a surprise...
It is nearly 2 weeks since I complained via this blog and on the facebook and twitter pages of Orange UK and Orange helpers. So far I have received some generic messages asking for more information and password etc and a short summary from an Orange helper of the actions that have undertaken since May 2013 (which does not even begin to cover half of the phone calls back and forth, broken promises and misinformation given out. However, it is a good indication of how little they care about their customer experience.) It seems to me that this is a tactic of theirs to make it as difficult as possible to escalate a complaint, so that the customer gets fed up and goes away. Well, this one won't I am disgusted at how long this has gone on. I am disgusted at the lack of interest from Orange so-called customer services operative and I am not happy at being hundreds of pounds out of pocket.
ALL OF THIS STARTED BECAUSE I WANTED TO REMAIN AND ORANGE CUSTOMER! HOW FOOLISH I WAS!
I am still waiting for somebody from Orange to ask me what I actually want or take an interest as to why things have reached this stage that I am documenting the whole process online!
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Learn how to make an effective complaint against EE, T-Mobile UK or Orange UK by following our approved EE Complaints procedure
Learn how to make an effective complaint against EE, T-Mobile UK or Orange UK by following our approved EE Complaints procedure
After many hours spend digging about on the internet instead of enjoying my last few days in Brisbane, I came across some email addresses.
Orange is now part of EE and this lovely bunch of people are responsible for looking after the likes of me and dealing with complaints. What a shame the call centre operative or the guys on Twitter could have provided me with these when I asked for them last year!
I shall be writing to these people in due course and I shall share the letters with you and the responses, if I receive any!
But for now I am off to enjoy the sunshine and think about happier things
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The first response I received from Orange 48 hours after I set up my blog.
Today
23:45
Orange Helpers
Hi Kimberley,
Thank you for coming back to us.
The number you have given is a PAYG account, I would love to help and I am sorry that this has happened, can you please advise if you have or had a different number when you were on a PM account with us? If so can you please tell me the mobile number and the 1st & 4th characters of your password for this account.
I will them be able to investiagte this for you Kimberley.
Looking forward to your reply.
Take care Lisa.
Today
10:53
Kimberley Rowley
Yes Lisa, It was the same number. You will have records of all the calls made. You also have my messages on here and my blog. Please take the time to read them and come back to me. I have already gone though this with several of your staff and received conflicting advice and misinformation. Orange takes no accountability for this. So from now on ALL of my communications with yourselves will be made in writing and made public.
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EE has taken a beating in a quarterly YouGov poll on mobile operators' customer satisfaction levels.
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Going around in circles
I have explained in previous posts that I feel like I am going around in circles trying to get this matter resolved with Orange. Here is some proof, I may not have all of my facebook messages left on the Orange helpers page or recordings of the countless phones calls but I do have this twitter conversation which began way back in August. I would like to add that the SIM was received and activated, a text message was received confirming this and yet a month later another £50 disappeared from my account and when I called Orange they claimed to have no record of it being activated!
14 Aug
Hi, I would love to help you with this. Please could you DM me your name and mobile number. Many thanks
15 Aug
Kimberley Rowley xxxxxxxxxxx
16 Aug
Hi Kimberley, please can you let us know what is the best time to call you and please remember we are not a real time service :)
17 Aug
Can you please call me on xxxxxxxxxxx on Monday at 1pm UK time Thank you
18 Aug
Hi, I have passed your details to the team that are in on Monday. They will be calling you as requested :)
19 Aug
No one from your team has contacted me. I am still paying for a service I don't want while waiting for this to be sorted out.
19 Aug
Noone has called me. I want to cancel my account and I want my number transferred to a PAYG sim. I also want to make an official complaint.
19 Aug
Can you please message me and confirm that this has been done please as I am currently travelling between countries.
20 Aug
Hi Kimberley, if you want to cancel the contract you will need to call the helpdesk and give 30 days notice, you can hen explain you >>
20 Aug
>>want to take your number to pay as you go, a SIM card will then be sent out to you.
24 Aug
I can't call customer services I am in Thailand and it cost 1.45 a minute to call them. You were supposed to call me an you still haven't
25 Aug
I am so sorry that you were not contacted is xxxxxxxxxxx still the number to call you on? I'll get someone to ring you tomorrow, 1pm.
25 Aug
No- I have left the country now. I no longer have a phone. I am in Thailand. Can someone please cancel my contract and arrange for my sim
25 Aug
To be sen out. This whole situation has arisen due to me being given the wrong information by your call centre staff.
26 Aug
Hi, we are unable to cancel an account via Twitter. If you can contact us when you do have an available contact number we will try to>
26 Aug
<contact you again at this time. Take care :)
27 Aug
Hi, I understand your frustration. We can not cancel a contract via this service & the new Sim has to be sent to a Uk address. Thanks
27 Aug
You also can't call or accept emails. Shocking service from a communication company. I will be taking my complaints further.
27 Aug
Are you able to arrange for a copy of my bills to be sent out? Seeing as I couldn't access them online while the phone was disconnected.
28 Aug
Hi, I can arrange for a copy of your last bill to be sent to your address in the UK for you, but there is a charge, or tell me what you >
28 Aug
>> want to know, and I'll gladly help. Thanks.
28 Aug
I wanted to see what I have been billed for since the end of march this year. I tried to look online but apparently I can't log in because
28 Aug
I have been disconnected. I am only having to check this because of the inconsistent advice and poor customer service I have received.
28 Aug
How much do I have to pay for the pleasure of looking at my itemised bills?
29 Aug
Hi Kimberly, can you DM me your mobile number and the 1st/4th characters of your password, so I can take a look for you. Thank you
17 Nov
xxxxxxxxxxx. Has my account been changed over to Payg yet?
18 Nov
Hi, tried to call today no reply left VPS, if you have received a payg sim card please call 150 to get this number registered to payg if >
Delete this direct message Report this message as spam
18 Nov
<< not received a sim please tell us the last 2 characters of your C/S password and we can get one sent out.
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Ofcom reveals latest complaint figures for telecoms companies in the UK
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Customer satisfaction with phone firm EE has slumped during the year in which it heavily promoted its ‘superfast’ 4G service.
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Firm behind Orange and T-Mobile worst for customer service, survey suggests, with corroborating letters from Telegraph readers
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No paper trail. No accountability.....NO MORE!
I had checked my bank balance and despite promises that I wouldn't be billed again and my PAYG sim apparently being activated another £50 had come out of my account depleting yet more of my travel funds. In a last ditch attempt to vent my fury and frustration. I let rip on the Orange Helpers facebook page, and the Orange UK facebook page. Typos abound but I think you can feel my utter frustration with the company.
Actually when I worked it out, it was nearer eight months and the charges were over £400 pounds but enough said...
14 hours later Orange helpers sent me this response:
I have received messages like this countless times before and I have provided them the information they ask for but I just go around in circles.
So, I have let orange know my number and password and informed them that all the information they require is here.
I just wish I had the foresight to screen shot my prvious exchanges with them earlier in the year as they have now dissappeared into a facbook abyss.
However, I think that is the way orange likes it.
NO PAPER TRAIL. NO ACCOUNTABILITY
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Is this the most patronising customer services reply ever?
I have several issues with this reply.
Firstly, despite my post being answered by Lisa, the second response is answered by Dave. What happened to Lisa? Why can I never speak to the same person twice?
Secondly, if this is the level of information Orange has recorded about the whole sorry saga over the past nine months, then it goes a long way to explaining why I feel like I am banging my head against a brick wall most of the time.
There is no mention of my request for emails addresses to contact or to escalate my call. ( This occurred after to a one female operative who particularly rude and obnoxious and took great delight is explaining that she couldn't give her name out, there was no-one senior to speak to and all I could do was write a letter to a generic address.)
There is no mention of their broken promises to call me back in the summer or of the countless exchanges between myself and Orange helpers.
It doesn't take account of the SIM card that was sent out, activated by the EE shop, and yet not registered by Orange so that yet more payments were taken.
No mention of the call in November where I was promised that no more money would be taken after the and then it was.
The only plus side, at least I now have it confirmed in writing that no further bills will be produced!
However, it doesn't make up for the months of phone calls, online messaging and broken promises that I have endured.
In a further post I will layout in detail each piece of frustrating misinformation provided by Orange as I would be interested to see how many other customers this has also affected.
I realise these customer service issues are probably a result of the recent merger with EE. However, these teething problems should not be affect customers and when they do; Orange should take responsibility and try to sort things out and make amends rather than sticking their head in the sand, removing email communication with their customer services team.
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When Orange UK offered to help.
This was the response I received after posting a link to the blog on the Orange UK facebook page. It was great that they offered to help but frustrating that yet again they asked for more information, especially as I had already posted on the Orange Helpers page.
Are these two departments incapable of linking up regarding customer complaints?
I have PMd the following response:
my number is xxxxxxxxxxx. Maybe you can link up with Orange helpers to find out more information or read the blog? As this whole situation has been a farce from start to finish. I cannot believe that a communications company can find it so difficult to communicate effectively with its customers.
I will post any future responses regarding this matter on the blog.
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We round up the good, the bad and the ugly from the world of customer service in 2013
Has Orange replaced 3 as Britain's's worst mobile service provider?
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As phone company takes payment for cancelled contract, we notice the growing number of complaints
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After moving to China and cancelling the contract, I was told my account was 'unsettled'
I have been forced to cancel my direct debit with Orange as I simply don't have the funds to allow money to keep being taken indefinitely for a service I am not using. This credit blacklisting is what I fear may be the outcome, especially as no one at orange is taking accountability for dealing with my account.
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As phone company takes payment for cancelled contract, we notice the growing number of complaints
Seems things haven't improved since May. Will 2014 be a better year for Orange?
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The same old story and the same old excuses from Orange...
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Is anyone listening?
As you can see, I really have tried to contact Orange on many occasions through various means.
What I find most interesting and unacceptable is how many of them go unacknowledged and unanswered. No help or solutions are provided by Orange Helpers. In one of my future posts you can see how an attempt at direct messaging orange via Twitter went down. In short, it was another waste of time and effort that got me nowhere.
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