Desperate for some serious help/advice

[rainey]

Having signed to change my tariff in September 2006 and Orange failing to activate the change - I have been fighting with Orange to recalculate my bills taking account of the magic numbers that should have applied to my account (it took them until April 2007 to actually change the tariff!!!)

Despite many hundred phone calls by myself to Orange and tens of promises to 'Call Me Back' or a 'Manager will call me back' I am still no further on - except for Orange have now passed my account to a debt collection agency who are deamnding £2,500 and insist that they can send Bailffs to my house to remove goods!!!!

I have emailed customer complaints, written to customer complainsand just last Monday was promised that a manager would call me back (guess what - still waiting!!!). All I am asking for is that they recalculate my bills and forward to me the calculations (as wilth any bill) so that I can verify or question their calculations - they tell me this is not possible and yet have sent me just a recalculated bill total with no back-up information - my question is how can this be reliable as they cannot substantiate it - and is in the region of £450 adrift from my own estimation.

Sorry for the long post but it is hard trying to condense 13 months of frustration!!!

I look forward to somebody being able to give me some advice that may bring a sensible resolution to this - 'til then - I will continue banging my head on a brick wall - less painful than trying to get a sensible response from Orange!!

[rainey]

Plenty of 'views' to my post - but nobody can offer any helpful advice????:(

[9MIL]

Hi Rainey

I am concerned you feel that my posts on your other thread have not been helpful. I have posted the full process to assist you, provided all contact details (fax. email and phone number) for the Executive Office and you still keep calling Customer Service to progress the issue. Maybe I have been wasting my time. Well at least my posts may benefit somebody else in the future.

[Doitcom]

I know this sounds dumb, dont you have the tarrif change on contract, also if you didnt sign it surely your out of contract?

What i would do is get a team leader then ask for the HDM - the boss of the TL .

[9MIL]

The inclusion of a second number does not form a change of contract or tariff. By taking the issue to the Executive Office the matter is being raised to the highest level. The escaltion route goes along the lines you have described and then to Exec.

[rainey]

Hi 9mil - this wasn't aimed at you - you have been most helpful - just thought there may be somebody on the staff site who may have actually been involved with my case and being aware that it was still not resolved, might be able to graps the nettle. (in the past 11 months I must have spoken to approaching 100 CSR's)

I VERY MUCH APPRECIATE your help and advice - unfortunately it seems as far as Orange are concerned I am invisible????

[9MIL]

I think the sensible approach is to allow contact from the Executive Office, if you want to call them and start the contact fine.
You say you have spoken to approaching 100 CSRS. This may work in your favour if the issue neds to go to CISAS as electronic footprints are left on accounts when bills are viewed. This will show when you first raised concern and how often since. By reviewing the account initially Orange are indicating that there may be a doubt over the balance due.

Keep posting the updates.

[rainey]

Have posted an update on the 'complaints' area - following call to exec. office.