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Orange Bill Mess up

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#1
scottusspez

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pd.ryder

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Interesting. I've got my bill due in a few days so watch this space.....
It wouldn't be the first time they've cocked it up :)

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#3
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*sigh* they do this more often than you'd want to believe - and what gets my goat up is how rude some CSRs are to Phone Trainers when we're trying to explain the problem, and again you get the same old lines of "well they must have cancelled the payment" or "gotta wait another 24 hrs before I can do anything"
etc

Rubbish. If they were as trusting as they should be, they'd take your reference number and mark the balance as zero.

so much for 'The Customer's Always Right'

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#4
Jorsher

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hey, I'm in USA and work for cingular...so this might be wrong...but I know sometimes customers pay, posts to the account, is taken from their bank account...but then there's a problem (technical? I dunno) and the money is put on electronic hold then returned to the bank or whatever in about 3 days...

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#5
scottusspez

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#6
pd.ryder

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Don't we all....
They often sound extremely arrogant and won't consider that their information just might be wrong - "we'll just cut you off, sir" etc.

Some, just some, are complete ar*eholes :)

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#7
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From their side I guess that as it's your contractual responsibility to ensure they receive the money on time, any non-payment (be it your, or your bank's error) is just that - a non-payment.

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#8
pd.ryder

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From their side I guess that as it's your contractual responsibility to ensure they receive the money on time, any non-payment (be it your, or your bank's error) is just that - a non-payment.

Not so when Direct Debit is the prefered payment method (see the DD guarrantee on the back of every mandate you sign). Plus, this must happen fairly often so you might think O's collections unit might be a little more understanding and allow time for further investigations. But no. They don't. And they expect payment there-and-then and threaten to suspend your service if you don't / can't cough up.

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#9
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The DD guarantee offers you a full and immediate refund in the event of an error.
It doesn't ensure that any contractural obligations to provide funds to a DD recipient are met.
DD may be the preferred payment method, but it is separate from your phone contract. If your phone contract states that you'll pay them on a certain date, and your chosen/preferred method of paying them fails, then they are "in the right" so to speak.

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#10
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#11
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If the customer's duty was to provide payment and the customer (or their bank) failed to do so, they can't take it up with the bank.
Any contact by them to the bank will be met with a "we can't discuss individual customer's affairs with you". They're not even allowed to admit to a 3rd party that you hold an account with them (without advance, express, written authority).
Unfortunately the onus falls to back to the customer. You need to verify that the details held on the claimant's system are correct and that the details held on the bank's system are correct. Both parties should be able to provide you with screen prints to confirm this (check for originator ID, sort code and account number). If Orange attempted a claim with the correct details and the payment was unpaid, ask the bank which of the numerous 'codes' was used to reject the payment and why they chose to do so.

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#12
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guess what mate? I got the similar bill today! I cancelled my direct debit after arguing with orange, who still think i am their customer, and got myself a new contract with t-mobile and now have an MDA Vario

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They overcharged me today. Not by much, this time.
They won't take the money until after 1st May, but they can't amend the DD with nearly 2 weeks to spare. They'll credit me next month.

They're obviously not so slow to react the other way around :)

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They overcharged me today. Not by much, this time.
They won't take the money until after 1st May, but they can't amend the DD with nearly 2 weeks to spare. They'll credit me next month.

They're lying there! If they really wanted to, they could amend it. If you prefer them not to take the overcharged amount from your account you can ask the bank to return the payment unpaid but leaving the DD active, you could then pay the correct amount over the phone and when they've sorted themselves out the correct amount would go through next month.

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#15
pd.ryder

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Ah, well. My point being, the 'rules' can change depending on who owes who money :)

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#16
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Ah yes, the rules seem to change when they owe you money! All reason goes out the window and they'll hang on to your cash for as long as possible, but when you owe them money it's a different story.
I think they'd go along way towards resolving far more customer complaints if they started to realise that as customers we don't like them holding on to our hard-earned cash for up to 7 weeks when they make a mistake.

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#17
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True. As I said, it's not much this time. Previously, they overcharged me for data *big time*(?10/Mb!!!) and insisted I had to pay the enormous bill in full to be re-credited the following month. With things being tight in terms of purse string these days, that caused me no-end of hardship. It could even have destroyed my relationship with my bank, which is tenuous at best :)
Do they care - ohhhh noooo. As long as they've got my money, they're happy.

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"What happens to a politician if you give him Viagra?
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#18
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Well, they certainly won't be getting MY money much longer. Apart from the 6 or 7 months of contract I will still have left when I jump to T-Mob............still, I might de-cert my phone and carry my Orange SIM for times of no signal.

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#19
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Do they care - ohhhh noooo. As long as they've got my money, they're happy.



The future is bright. The future is Orange

lol

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