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Orange problems - free WAP surfing, but been charged


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Old 22-02-2007, 12:53
Jab
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Join Date: Dec 2001
Location: Fleet
Posts: 343

Hi,

I recently rang up orange to get a new contract as my old one had expired, i was placed onto the Dolphin package with some money off, as well as all the freebies you get with it.

This new tariff came live as of 17th Feb however i received texts saying that i could surf orange world for free as well as use the TV packages for free as well before the new contract had started. Fantastic i thought, i can now use wap in the weekends and evenings and use the TV package before my contract starts.

Turns out i've just been charged around £12 over for using these services, now being i student, i complained to Orange, unfortunately i do not have the texts that they sent me, as they have disappeared from my inbox, nor do i know the dates that they were sent.

Is there anything i can do?

Cheers
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Old 22-02-2007, 13:30
prking
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Presumably you have contacted Orange about this, what did they say?
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Old 22-02-2007, 14:58
Jab
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I have contacted them, they say that i should go to an orange shop to prove i got the message, but i dont have them in my inbox.

They say that they cannot take the money off becuase they can't prove that it happened basically.
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Old 22-02-2007, 16:45
Unwritten
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Originally Posted by Jab
I have contacted them, they say that i should go to an orange shop to prove i got the message, but i dont have them in my inbox.

They say that they cannot take the money off becuase they can't prove that it happened basically.
Any text message to your number is stored on their network, so Orange can easily check themselves to see if the message has been sent to you.
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Old 22-02-2007, 16:56
prking
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I would send them an email or letter explaining exactly what the messages said and when they were sent. Also request that a note be put on your account that you dispute the charge.

If this fails, then email or write again requesting that the complaint be escalated. I wouldn't phone them as you will have no record of their reply.
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