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!

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

The first response I received from Orange 48 hours after I set up my blog.

  • Today
  • Orange Helpers
    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
  • Kimberley Rowley
    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.

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!
Orange UK14 Aug

Hi, I would love to help you with this. Please could you DM me your name and mobile number. Many thanks

Kimberley
15 Aug

Kimberley Rowley xxxxxxxxxxx

Orange UK
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 :)

Kimberley
17 Aug

Can you please call me on xxxxxxxxxxx on Monday at 1pm UK time Thank you

Orange UK
18 Aug

Hi, I have passed your details to the team that are in on Monday. They will be calling you as requested :)

Kimberley
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.

Kimberley
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.

Kimberley
19 Aug

Can you please message me and confirm that this has been done please as I am currently travelling between countries.

Orange UK
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 »

Orange UK
20 Aug

»want to take your number to pay as you go, a SIM card will then be sent out to you.

Kimberley
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

Orange UK
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.

Kimberley
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

Kimberley
25 Aug

To be sen out. This whole situation has arisen due to me being given the wrong information by your call centre staff.

Orange UK
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>

Orange UK
26 Aug

<contact you again at this time. Take care :)

Orange UK
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

Kimberley
27 Aug

You also can’t call or accept emails. Shocking service from a communication company. I will be taking my complaints further.

Kimberley
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.

Orange UK
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 >

Orange UK
28 Aug

» want to know, and I’ll gladly help. Thanks.

Kimberley
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

Kimberley
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.

Kimberley
28 Aug

How much do I have to pay for the pleasure of looking at my itemised bills?

Orange UK
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

Kimberley
17 Nov

xxxxxxxxxxx. Has my account been changed over to Payg yet?

Orange UK
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
Orange UK
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.

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. 

image

 

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:

image

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

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&#8217;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&#8217;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&#8217;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.

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.