I wrote yesterday about how Orange/EE had defamed me, damaged my credit record and caused me massive inconvenience with the banks. The comedy of errors continues.
Here’s the latest email I’ve had to send to their CEO and head of customer service, after being fobbed off to the ‘executive office’ and its ‘our standard response time is 72 hours’ crap, with the email trail in reverse order:
The latest instalment in your nonsense:
I received a call this afternoon from one of your team leaders, Darren Lambert. Mr Lambert advised me that as a ‘goodwill gesture’ you were prepared to cancel the £10 ‘debt’, but that Orange would not issue any apology or admission of error.
Not only this, but he told me that you have no record of me paying you £560-odd to end my contract – and that as a result I would have to send, at my expense, the original receipt for this payment to your Darlington office. I asked for his email address so that I could get a scan of the receipt from my accountant and forward it to him – and was told that he wasn’t giving me his email address because he doesn’t accept scans.
This saga becomes more ridiculous every day. I paid you in your shop, and I can prove that I paid you – but because your systems are dross you expect me to incur even more expense in order to prove it.
Mr Lambert also repeatedly insisted that you must have written to me about this debt, in effect calling me a liar when I said that I had received no communications from you since terminating the contract, and blaming me for not advising you of my change of address. Why should I advise you of my new address when I had ended the contract?!
I had mail forwarding in place with Royal Mail from July, when I changed address, to January. I received hundreds of letters sent to my old address. Mr Lambert said it was up to me to take that up with Royal Mail.
Do you seriously think that of the hundreds of letters sent to my old address, Royal Mail would single out all the letters from Orange and decide not to deliver them? Don’t be ridiculous. Nothing was sent to advise me that you were trying to claim this princely sum from my account.
Mr Lambert says they must have been sent, because that’s what Orange would have done. Really?
You’ve lost your record of my payment of £560-odd pounds.
You’ve failed to close my account in spite of my paying a huge sum to terminate it.
Your call centre promised me an email and letter of apology – and made no record of it on your system.
You don’t even have on record that I called your customer services on Tuesday.
Hardly a flawless record, is it?
Own up. Your systems are dire and have led to a serious defamation of my character, and a red flag on my credit record that will remain for years – unless you put it right.
I don’t give a stuff about the £10, and telling me you’ll credit something I should never have been billed for in the first place – because you gave me a final figure to sever my contractual relationship with your company – is not ‘goodwill’.
The key matter is the damage to my credit report and reputation.
No more trying to weasel out of your responsibility. No more ‘our standard response time is 72 hours’.
This email has been posted to my blog, along with the others already sent to you – and will be tweeted to many thousands of people, just like the others have been. They will remain online, and in circulation, unless and until you do the right thing – and even then, if your response is not fast. You can read them here:
http://skwalker1964.wordpress.com
Your comedy of errors has done me serious damage and has caused me enormous inconvenience.
Put it right. Now. A full apology and an immediate communication to the credit agencies to correct my record.
From: Steve Walker
Sent: 07 February 2014 14:32
To: ‘Executive Office’
Subject: RE: Complaint email: Steve Walker 2
Not good enough, I’m afraid. The urgency is clear from the content of my email – and I’ve already been waiting since Tuesday afternoon for a response that was promised within 24-48 hours.
Get to it.
From: Executive Office [mailto:Executive.Office@ee.co.uk]
Sent: 07 February 2014 14:10
To: Steve Walker
Subject: RE: Complaint email: Steve Walker 2
Hello
We aim to reply within 72 hours.
Executive Office