I bought a handset from their online shop. It was faulty and duly returned. I received a credit note but no refund appeared in my bank account after 2 weeks.

Customer services just loved to disconnect my calls after I explained my problem (I was using my landline so no signal issues). Occassionally I'd get a promise of a call-back but they never materialised. I was persistent and finally got one of their agents to speak to the payments team... he came back and said "the refund has been processed but I cannot tell you when the money will be credited to your bank account and I don't know the bank transaction reference number".

I've waited 2 further weeks and still no refund. Emails to the online shop go un-answered.

I'm not up for being given the run-around on the phone to customer services so I've emailed their "executive office". That was 2 days ago and I'm still awaiting their response.

If you've any advice I'd love to hear it

We have had a similar thing happen, but it was not Oranges fault, it was the banks fault and they were trying to blame Orange. The bank had the credited money in 'clearing' or something like that and I couldnt access it for quite a while.

Get in contact with your bank, see if it's on their systems. Your bank can try and get the money for you if you go through disputes department.

Thanks for that - I want to contact the bank but without a transaction number I didn't think I'd get very far...

Hello,

I recently returned a Pay Monthly phone to Orange as a cancellation and I had paid £150 for the phone. I received a credit note roughly about 5 days after sending it back, and the refund when into my account 2 weeks and 4 days after receiving the credit note.

It's not actually Orange that process the return. It's a distribution contractor that they use.

I've always found that an email to the CEO of the company has got results. I had a problem with Homebase, their customer services didn't respond, so I emailed the CEO and got a call the same day, sorted! Here's the email address of the Orange CEO: Tom.Alexander@orange.co.uk

Good luck!

Thanks but I've already emailed the executive's office.

Sorry, didn't see that you'd already contacted the CEO. It'd fire off another one to them if I were you. Have a look on www.saynoto0870.com as they list direct numbers for companies head offices, so you might be able to ring them directly.

I did finally get a response from their exec office early last week but that has been followed up as promised so I'll be going down the small claims court route.

Orange = joke outfit.

I thought a credit note means you can buy whatever you want, as long as it's from Orange. If that's what they called it, maybe they sent out an e-voucher or card that was lost in the post?

That's what I thought too, Pencil, but I've specifically asked that question and spoken to many different people about this and not one has said something like "we sent a voucher out" on such and such a date. A cheque hasn't been lost either - Orange say it will be paid back to the bank from which it came.

This morning I've actually had the refund appear in my bank account so all's well that ends well

A big thank you to "plymouthbloke1974" for getting Orange's ars3 in gear for me

Awww shucks

Seriously, I couldn't just watch this thread go on....and on...and on....and you getting nowhere.

Glad it's sorted