Orange charge to leave their network!

[Guest sponge]

I have recently left Orange to move to Tesco (O2) PAYG. I received a bill from Orange this morning and was confused by how they worked out the charges. So I called them to get some clarification.

My account was in credit, so my first question was how will I receive my refund? The first CSR told me it would be paid directly into my account; but the second (more on that later) said I will receive a cheque with the bill (which I didn't with this months statement).

I then queried the adjustments, specifically the charge made against the PAC number. The first CSR told me it was because I used the PAC number before the 30th day. I had to use it exactly on the 30th day to have avoided this! I asked how I would do such a thing as the process is pretty much out of my hands after I've given the details to the new network provider. I said it was ludicrous that I should be charged for leaving the network. He transferred me to the disconnections team.

This second CSR from disconnections first told me the other CSR wa wrong and then proceeded to explain the charge, but what he said was basically no different. Not only do they adjust the account to take into account line rental and call charges, but they also charge a fee for the PAC number. For every day in advance you use the PAC number, you're charged. I was furious!

I told him that the CSR that issued my PAC number last month didn't tell me this and actually advised me to use the PAC number early. We had had a long conversation on the best way to use it, what with the Bank Holiday weekend approaching and to prevent the code expiring, he advised me to use it at least 10 days early. That way I would get the number port processed with time to spare.

I told the CSR this, but he initially ignored the information. After an exchange of words where I explained in no uncertain terms that I wasn't happy, I stopped talking and there was silence. I waited for him to reply. I think he was waiting for me to say something else, but the ball was in his court and I was waiting for him to speak next. After a few moments he agreed to refund the PAC adjustment on my next bill.

This is where it got even more bizarre! I've left Orange. This was my last bill. Why should I wait another month to get my statement and refund. He said that was the way it worked and I would have to wait. he said the other CSR was wrong and that the refund wouldn't be made directly into my account (I pay via direct debit) but I would get a cheque. I asked him to confirm where the cheque for the refund from this bill was, but he couldn't. I asked him to confirm if I would get one or two cheques, he couldn't. At this point I think we were both getting a little tired. So I ended the call after he confirmed, again, I would get both refunds. I'll just have to wait now for the adjusted bill and see if I get a cheque or not.

So to conclude, you have to give 30 days notice to cancel your contract, which I did. The PAC number issued at the same time as you give them notice is only valid for 30 days. But if you use it before the 30 days (as you obviously will) you will be charged for it. So unless you're incredibly lucky and get the port to happen on the 30th day, watch out for a charge, call them up and give 'em hell.

Oh and one more thing! I called Orange from a landline (work) and the automated system kept asking me to enter my mobile phone number. I did this, but as my account had closed it didn't recognise it. It took nearly 10 minutes navigating the system and being put on hold before I actually spoke to a human being. Arrgghh!

Edited September 13, 2006 by sponge

[Guest elhornet]

Haha I left too, and when I went online to pay my final bill it didn't recognise me. Nor did their phone service.

So how do I pay the bloody thing :rolleyes:

[Guest tasman]

Been there.... :rolleyes:

I was in credit on leaving (ok, only by a few quid), and had basically the same hoops to jump throug. In the end I figured that the amount of time I was wasting, and the cost to call the "customer services", I'd loose the credit any way, so I (probably as they wanted me to) gave up.

[Guest awarner (MVP)]

Strange them claiming you get charged on the PAC if you use it early??

There is a standard charge for issuing a PAC code, so it sounds as if the usual untrained CS staff were on shift when you called.

[Guest unisoft]

Strange them claiming you get charged on the PAC if you use it early??

There is a standard charge for issuing a PAC code, so it sounds as if the usual untrained CS staff were on shift when you called.

How cr@p are ORANGE CUSTOMER SERVICES ?

It sounds like, in my opinion, the company come up with all sorts of stupid rules and regulations that are NOT published when you sign a contract. They should make all terms like this known before you sign up.

Another example of Rip Off Britain. Invent rules change them at will and expect the customer to have agreed with them and to know them !

Its almost like corporate fraud. The corporations get away with it because the man on the street has no money or power to confront them in a court case.

I am not going to bother with contract phones in the future, you may pay more on pay as you go but you dont get locked into unreasonable contracts or have to deal with muppets that can only follow scripts for a few scenarios.

Its outrageous they can take your money pay no fees for late payment back to customer but if it was the other way round, youd get fines and administration fees !

This country is finished !

** end of rant ** LOL

[Guest Dr Who]

I then queried the adjustments, specifically the charge made against the PAC number. The first CSR told me it was because I used the PAC number before the 30th day. I had to use it exactly on the 30th day to have avoided this! I asked how I would do such a thing as the process is pretty much out of my hands after I've given the details to the new network provider. I said it was ludicrous that I should be charged for leaving the network. He transferred me to the disconnections team.

This second CSR from disconnections first told me the other CSR wa wrong and then proceeded to explain the charge, but what he said was basically no different. Not only do they adjust the account to take into account line rental and call charges, but they also charge a fee for the PAC number. For every day in advance you use the PAC number, you're charged. I was furious!

Hhmmm, not sure about this. Having just moved two handsets, one in contract and one out of contract I am not sure this is how it worked.

For the out of contract handset I gave notice and was told that I was liable to continue paying line rental up to the transfer. Having received the PAC code I used it to transfer mid bill. On my subsequent bill I was refunded the difference between the months line rental I had paid and the number of days that I had been an Orange customer, i.e. for the days remaining that I had paid for and not used. If I hadn't used the PAC code until after the next bill date I would have been charged for the next months line rental but I assume I would have been refunded the difference between when the line transferred and the subsequent bill date.

Maybe I was charged for the PAC and haven't noticed?

For the in contract handset I phoned up to get my PAC code ON my bill date. The bill that was generated on that day was for my previous months usage and the future months line rental. I then had to pay the further three months and 7 days that would remain at the end of that bill period up front for them to release the PAC. In this instance I am not expecting to get any adjustment irrespective of when I transfer and expect my next bill to only include any costs not covered by my contract (out of contract minutes, data, etc).

[Guest ineguib]

I fear I will encounter the same thing when I port in October. Orange appear to handle the PAC in a completely different way to other providers, regardless of whether you're out of your minimum term or not.

When I was with o2 I could use the PAC in lieu of notice, so I could terminate as soon as the port date is reached, without any 30 day minimum. they'd only charge you to the period where your 12/18 month contract should end - which is the correct, fair way to do it, right?

On Planet Orange, they take the Port Issue date as the beginning of your 30 days notice - so you will be screwed unless

-you request your port date bang on the first day of your last month [bearing in mind this dept only work weekdays, could be fun]

-you're good at working out days in the month, and end on the last day of your 30 days notice. Don't get it wrong, otherwise your port will expire and you'll have to start all over again!

Now I've tried all four networks, I can safely say that orange have the most contempt for their customers.....unless they're on a >

Edited September 28, 2006 by ineguib

[Guest Tech]

that is so stupid, silly and pathetic. IT just shows, orange are getting much worse by the minute/day

I'd like to ask why orange have DRAMATICALLY lost quality in the last 2 years, last year being the worst

[Guest sponge]

I checked my bank statement last week and I've received one refund. It appears to be the first refund (line rental & call charges adjustment) that the 2nd CSR said I wouldn't get directly into my bank account. So the 1st CSR was correct.

I now have to wait until the end of the month to see if I get another statement with a cheque enclosed for the PAC refund.

Edited October 2, 2006 by sponge