please please help

[kmlof]

hi,
I started an orange contract at the start of october, in fact, about two months exactly to the date. I got it on the student deal - 120 anyone anytime mins and 1000 texts. Anyways, I found no problems with it until on the 27th of october when they rang me up to ask me how I was finding it. They then told me that they'd just noticed in my 'notes' that I was on the student plan, however this had not been applied to my package. She said she would do it there and then, and that I should phone them when I got my bill and they would subtract the texts I had sent from it, thus I would not have to pay for them (unless I'd gone over 1000). Anyways, I waited for my bill, and when I came home from uni the other day one had not arrived. I haven't received any bills, yet surely I should have received two! I checked my bank account today and £103 had been DD out of it by orange on the 25th november. £103!!! So, obviously they haven't applied the free texts. I tried to ring them on 150 and the line connects immediately and is silent. I don't know what to do!! Please someone help me, I'm really really upset. I can't afford that £103 they've taken off me, I only budgeted for my bill being £40 a month, seen as though I have 1000 free texts and I definately don't use all them.
I don't know what to do.
Kx

[impy78]

I know this is not the right number, but it is still orange cs, and it should work.... ring 350 and say you can't get through to regular cs.

[kmlof]

is that free or will they charge me?

[chaslam]

If they charge you then it will probably be national rate, if not it will be free from your orange phone (probably).

But to be honest, that would be the last thing I would worry about if orange have charged you £103!

[kmlof]

good point. dont know why i thought of that, just guess i'm wary of using my phone now. i thought i was saving money by getting the student deal, now im not sure.
thanks for your replies everyone. i'm gonna ring them tomorrow, i told my friend and he's really mad too, he says they should have sent me a bill so then i would have picked up on the fact they'd messed up.
i'm so upset, i cant afford this so close to xmas. that money they've taken was for xmas presents. sorry to go on about it, but i just don't know what to do.
Kxx

[chaslam]

The main thing is not to worry. This is oranges fault and they will correct it. I know why you would be worried ( I think everyone would if they had been over charged by such a large amount).

Dont worry about it. You have done nothing wrong and orange will correct this mess for you. As long as you are acually a student, then there is nothing to worry about.

[rank1]

Im sorry to say this kmlof but since you have a Direct Debit set up, there is no way orange will give you the money back untill your next bill is produced. Even then, it will appear as a credit against your line rental. Therefore, you wont see any actual money in your hands.
So if you have stayed within your usage limits of £25 a month, you have been over charged £78. This will appear on your next bill as -£78 against line rental, therefore next months' (and possibly the month after) bill(s) are already paid for. Assuming you stay within your usage allowance of course.

[TakingThePith]

If you have not seen an invoice for the months you have been billed for, you can legally ask for the difference to be refunded not credited as the error was on Orange's part.

[Superflash]

Try calling the corporate office!

Here's the info that you need!

Orange UK Corporate Headquarters
50 George Street
London W1U 7DZ
United Kingdom

Tel: 0207 984 1600
0870 376 8888
Fax: 0207 984 1601

They should help!

Also at this address:
33 Wigmore Street
London
W1U 1QX
United Kingdom

[Orange Primate]

did you get sorted?

primate:cool:

[kittykate]

hi,
its kmlof, but with a diff. user name. I've just posted in the complaints section of here. I rang up and they said that 60quid would be put onto my credit and that it was too late for the dec bill but would not get a bill in jan and probs not in feb. soo, i didn't get anything taken out of my account in jan, however I've just checked my bank and 47.25 was taken out this month. this means that in two months I've spent about 110 on my phone, given that i get 2hrs tlktime and 1000 txts a month, i must have gone over that in jan and feb plus even more. i know i havent - i dont use my phone that much.
ive tried to access my bill online and cant. i havent received a bill from them and when i ring i cant get through. please read my other topic and give me some advice. please. im devastated.
Kx