Just thought I'd let you know about my experience with Orange Business Customer Services today.
Round about this time of the Month I'm charged with having to work out what moneys are due to be paid to our suppliers and so on.
With Orange being our mobile phone provider, I go online to check the amount we owe them. So imagine my horror when I saw the bill, for 4 phones, was £1074.43 (Exc. v.a.t.)
I immediately checked each phone bill, and soon discovered that it was my phone that had incurred the huge cost £694.19 (Exc. v.a.t.). This price covered the costs for the Internet access.
The reason for the excessive charge is down to the fact that once you have gone over the "allowed" 750 meg, you incur a charge of 80p per meg. I didn't receive any texts or emails stating that I was either close to going over or in fact over the allowed amount during any given month.
I straight away rang Customer Services and started ranting (Politely
) down the phone. I explained to them that the reason I took out the contract with Orange was because of the "Unlimited Data Allowance". They then pointed out that that the term "Unlimited" doesn't actually mean "Unlimited". So I asked them "What does it mean then?". They were at pains at this point to try and make me look stupid. I didn't bow to the pressure.
At some point during the conversation I pointed out to the rep that I had an email outlining the fact that we were on a tariff that included "Unlimited data allowance". It was at this point the rep asked me to forward on this email, to which I duly obliged.
She then said she will call back with an answer to the query.
I waited patiently (hoping for a positive outcome) for the return phone call. That call arrived within 10 minutes. By this time I had absolutely no nails left
. But the nail biting stopped when I heard her say "OK Geoff, we are going to give you a credit for 694.19 + v.a.t.)" I breathed a huge sigh of relief
The problem arose from when my Internet at home was cut off due to me not paying the bill on time. So, because my phone had been rooted, it was now possible for me to tether the phone with my p.c. to gain access to the Internet. Something that wasn't possible previously with all the Orange bloatware installed.
So now instead of a bill for £735.25, I can now look forward to paying, quite happily, a bill of 40 odd quid + v.a.t.
I emailed the Rep back asking her to confirm in an email the credit, and she did, again virtually straight away. See below
You're very welcome. I confirm I have applied a credit for the amount of £694.19 ex Vat. Total amount £833.03 for the data charges incurred. Therefore the amount to pay on your 15 July 2011 bill is £241.40
Customer Service Representative
I'm still quite shocked that they allowed the credit so quickly. I half expected it to be dragged on for quite a while.
So the moral of the story, from my point of view at least, is to make sure you pay the Internet bill on time