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EE/Orange PAYG shambles ! HELP


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Old 31-12-2012, 10:10
klendathu
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Hi all
I hope you guys can help .

I purchased a PAYG phone for my Dad for Xmas from Orange website, I also bought a 10 top up credit at the same time .
Orange took the money and gave me a receipt and delivery note. I registered the SIM online on Xmas day, but the 10 credit was missing
So I called up on Boxing day and gave the IMEI,SIM and Order number. The advisor said it would take 48hrs to investigate and add the credit. Heard nothing. Called back Friday , was told to wait another 24hrs, heard nothing
Fast forward to today , 6 days after activation and multiple investigations , and have been told to wait another 24 hours

I told them I wanted to complain numerous times and the advisor said they would log a complaint.
Can anyone advise me on how to get this issue resolved
I dont understand whats difficult abouut adding 10 credit that I have paid for and can prove.
They dont mess around taking the montlhy bill for my pay monthhly phone for the last 10 years
I am very angry as my Dad is stuck with no credit
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Old 31-12-2012, 10:57
moox
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It is Christmas and New Year so there may not be as much staff at work, everyone has a new phone, give them a chance to sort it out.

If you need to use the phone urgently can't you buy more credit?
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Old 31-12-2012, 10:59
toyotacity
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Why should the OP have to buy more credit?

The OP has paid for credit, how difficult is it to add it to a phone number
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Old 31-12-2012, 11:06
The Lord Lucan
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Email: executive.office@orange.co.uk
Explaining everything that's happened.
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Old 31-12-2012, 12:36
klendathu
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Thanks for replies. I have emailed my post to the above. Toyotacity is right. I have paid for this credit. How hard can it be to add it? It doesn't take 6 days and 4 investigations to take the money from me does it.
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Old 31-12-2012, 15:41
rj414i
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I had the same problem 2 Christmas ago, numerous calls (to India) all saying they had done it. Even had a text saying it would be credited within 5 days. Nothing.

Emailed them and got usual response to call and it would be arranged. Replied to the email saying that if I was not credited within 5 days of the first email that I would contact my credit card company to reclaim my 10 for 'non receipt of goods'.

Next day i had a call from Orange (Plymouth UK) asking what the problem was. I explained and was credited immediately with an extra 5 for the hassle.
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Old 31-12-2012, 17:48
moox
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Why should the OP have to buy more credit?

The OP has paid for credit, how difficult is it to add it to a phone number
Because it will allow the use of the phone in the interim until someone sorts it out?

It's not as if you will lose one set of credit, you'll (eventually) have everything you have paid for.

Sometimes you have to be more pragmatic - it's one thing to whinge but if Orange CS is somewhat reduced over the Christmas/NY period and there's no one available to look at the problem in detail then you're only making it worse for yourself. If the OP's dad is "stuck with no credit" and needs the phone to work right now, then it's one solution.

Thanks for replies. I have emailed my post to the above. Toyotacity is right. I have paid for this credit. How hard can it be to add it? It doesn't take 6 days and 4 investigations to take the money from me does it.
At any other time, possibly, but this isn't the best period to expect a normal level of service. Do you go to work every day throughout Christmas and New Year?
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Old 31-12-2012, 22:00
klendathu
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Because it will allow the use of the phone in the interim until someone sorts it out?

It's not as if you will lose one set of credit, you'll (eventually) have everything you have paid for.

Sometimes you have to be more pragmatic - it's one thing to whinge but if Orange CS is somewhat reduced over the Christmas/NY period and there's no one available to look at the problem in detail then you're only making it worse for yourself. If the OP's dad is "stuck with no credit" and needs the phone to work right now, then it's one solution.



At any other time, possibly, but this isn't the best period to expect a normal level of service. Do you go to work every day throughout Christmas and New Year?
I would of thought that this SHOULD be the exact period to expect a normal level of service. It is the busiest and most lucrative time of the year for a mobile phone company surely
Anyone with any business sense would ensure maximum staff availability at Christmas in this game.
Your comment is a bit daft I'm afraid
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