ARGH!!! Orange broadband thieves

[AD-15]

hello,

I've been with Freeserve/Wanadoo/Orange Broadband for the past 6 years, and, understandably, I've gotten beyond the extreme of sick of their service. So, in June, after months of slow speeds, I decided to migrate (which costs £50 btw, 'cos the greedy losers put you on an LLU connection). I called them, to get a MAC code. Basically, they argued with me for ages about how they promised to fix problems, they simply wouldn't have it. I kept arguing back, they transferred me to someone else who offered me 6 months free internet and half price something or other. I had to argue with her too to get a MAC code, and, finally, she sent me one. Here is what it said:

Sorry to hear you want to leave us, but to do so you'll need your
Migration Authorisation Code (MAC), which is: **************. Give
this code to your new broadband provider so they can move your service.


Your MAC code is only valid for 30 calendar days, including bank
holidays, so you might want to move quickly.

If you change your mind and decide to stay with us, you don't need to do
a thing. Your account will remain open until your new broadband
provider has moved you. Once your move is complete, we'll then cancel
your Orange Broadband account (which will take 30 days if your contract
has ended).

If you cancel your account before your move is complete, your MAC code
will be invalid and your move will be rejected. You'll then need to
request another MAC code.

Don't forget, if you've decided to move within your contract period
you'll need to pay for the remaining months, but if your contract has
ended, there'll be no additional charge.

Thanks

So, I migrated, and had loads of fun on my new ISP. However, guess what? They hadn't closed the account. How did I find out? When we came back from holiday 2 months later, it turned out that on the bank statement it said orange had taken £17.99 in July, and August. Needless to say, we called, and asked for a refund, they agreed after ages of calling, holding, and crap.

They were supposed to refund the money on the 24 september, but guess what they did instead? Took another £17.99.

I just called them, and we sorted out a refund of £50, rather than £54. They gave me some rubbish about using them for a few days until the migration was complete. We'll see now what will happen. I have to wait until Oct 24 to see if the refund is done.

A word of warning basically, get as far away from anything with Orange on it ASAP, before you are cheated.

I hate Orange.

[jimbouk]

Always cancel direct debits yourself when your contract is up. I cancelled my orange phone contract a couple of years back, then when I was poking around on internet banking I found that the direct debit was still active meaning they could take money out whenever they like. Cancelled it now, and I always cancel them for any bill once I've paid what I think should be the final bill.

[danroyle]

yeah you have to cancel them had the same thing with tiscali took my money for 3 months after i letf i got it all back but even after they sent a cheque through with the money they owed us the bank were sending us letters saying they were trying to take money out of the bank by direct debit which we had cancelled

[chicken]

So basically you cancelled your account, and they messed up closing it.

It happens from time to time. It shouldn't, but words like "theives" and "cheated" for what is basically an administration error are a bit much.

Yes they tried to talk you into staying but any company will do that, they even offered you a discounted service to try and make up for your dissatisfaction with their service.

They're not a good ISP but it sounds like you sat there getting riled up for months then the first thing they heard of it was you launching into some poor sap on the phone about leaving. The only bit where I see a real problem is where someone didn't close your account properly on the day the MAC went through and they've apparently refunded that.

I'm not a fan of the Orange ISP at all because like the Carphone Warehouse they wrecked things by giving so many people free access, and I understand you're annoyed with their level of service, but bandying about words like those for what boils down to an error that was corrected doesn't seem justified to me.

[AD-15]

hello,

I don't think it was an error, we requested it twice and it wasn't done. I have yet to wait another month or so to see if they did it this time.

[chicken]

Hi,

So they're useless. I doubt very much though that a large company like Orange would be actively trying to steal your money.

I feel for your frustration with them, but why not just state that instead of potentially libellous words like "thieves"? Sorry but it just reads like red-top sensationalism.

[noTHINGface]

Sorry but it just reads like red-top sensationalism.

...Which would never do on a public internetty-web forum right...

[chicken]

...Which would never do on a public internetty-web forum right...

[capt_cornflake]

It's not like they're are even unique in they're incompetence.
I've had exactly the same problem with at least half a dozen companies.

Cancelling the direct debits after the last payment is the only way to prevent it.

Having said that it won;t stop them sending letters threatening to disconnect the already defunct service, because they can't claw more cash from you...

What I haven't seen before though is a company that insists on 30 days notice of cancellation, starting from the point that the service is cancelled.
In what world does that make the slightest sense?

[neonplanet40]

to be honest i think he is being quite calm. if it was me id be on to a lawyer by now.

[AD-15]

hello,

I'm sorry about the use of language, but to be honest I think it's justified.

[smugla]

dont start me on orange

im still on half meg in london less than 2 milles from the local exchange
2 years of arguments to no avail

theres a web site called orange problems

http://www.orangeproblems.co.uk/phpB...5a1e8f46515ce1

[charleski]

So basically you cancelled your account, and they messed up closing it.

It happens from time to time. It shouldn't, but words like "theives" and "cheated" for what is basically an administration error are a bit much.

No it's not.

"Hey, accidents happen, I accidentally bumped into you and your wallet fell into my hand, and I didn't give it back to you until you found out."

This is larceny.

[vrykyl]

Initiate ending of contract, cancel direct debit at bank = no problems.

[vicar]

I believe the 1968 Theft Act defines theft as:
(1) A person is guilty of theft if he dishonestly appropriates property belonging to
another with the intention of permanently depriving the other of it; and ‘theft’ and ‘steal’.

If AD-15 didn't check his account, orange would have 'permanently deprived' him of his money, and would be guilty of theft imho.

I am sure the legal bods on the forum can clarify this better than i can.

Either way AD-15 is well within his right to be miffed.

Just my 2pence worth.

[Blademrk]

Happened when I cancelled with them too. phoned them up got them to send me a check for what they took out, then phoned the bank and cancelled the DD (should have done that in the first place :doh: ).