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
You are entitled to compensation here for the defamation and damaged to you credit record just imagine if you wanted a mortgage, if they do not settle this very soon I would consider an N1 County Court claim as it appears you have a strong case with evidence Good Luck
EE Orange featured on R4Y&Y today having set debt collectors onto victim of ID theft who had returned unopened two phones scammers had ordered in her name. Scammers managed to intercept sim cards and rack up £900+. Took her months to resolve it because they constantly lost records and letters.
Suggest you invoice them cost of your time (business rate) dealing with credit agencies and banks and to write, email and phone them. When they don’t pay use moneyclaimonline.org and try to force them into bankruptcy for non-payment.
Great suggestion – thank you!
I would also add that you have been more than reasonable in trying to resolve this
Thank you! Good luck with your own case.
They also have a habit of raising costs when you have signed a contract
They picked on the wrong fella, go get em Steve.
I’ve had two members of my family coming up to renew their contracts and having been told by me about it, they are not going with EE.
Just keep this going round and round and lots of others will drop their contracts, stop buying credit and their business will slow right down!
Thanks for the news – hopefully EE will see sense.
Reblogged this on Jay's Journal and commented:
Keep this going around, Orange/EE should not be able to treat anyone like this!
I will help you get your tweets out there if you like. I could write some too.
@UNkonshsTherpst
From: The SKWAWKBOX Blog
Date: 02/07/14 21:05:58
To: dyanneaslan@blueyonder.co.uk
Subject: [New post] Orange/EE pt 2: More damaging, irresponsible nonsense
skwalker1964 posted: “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 bei” Respond to this post by replying above this line
New post on The SKWAWKBOX Blog
Orange/EE pt 2: More damaging, irresponsible nonsense
by skwalker1964
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.
Thank you!
A simply NOTICE OF FAULT to them including your fee schedule would have done the trick I’m sure….. 😉
Yes, someone else suggested the same! 🙂
Reblogged this on Britain Isn't Eating.
I’m sure you’ll take no satisfaction from knowing you are not alone with your dealing with this inept company! – Go Get ‘Em Steve x
If they have no record of you paying the £560-odd to end my contract why have they only turned over £10 for collection? They are full of ****!
Quite. But – as I’ll update on the blog once I have the written confirmation – thanks to everyone who helped get their attention, they’ve finally resolved the matter properly.
If not sorted by Monday 10am email CEO telling him you are going to court and informing him if not settled then am sure when you go to high court to enforce judgement by bankruptcy he will see the light.
We did this to a company many years ago that owed us money. What we did not know was that Ross Foods had bought the firm a week before, so we were putting them into bankruptcy as well .
Next morning, McVeigh, the owner along with his accountant were stood on the shop step when we arrived asking us to lift it. They had to stop trading till we said so, so they gave us a cheque, we took it to bank and got it cleared then phoned the court to lift the order.
If you went this far, there is no reason to rush to release them, later that day or next one would show them not to treat people like crap in future, and get their records sorted out.
Best of luck, was in EE shop last night trying to sort a minor problem out with no success so will be moving in two months to another supplier,
You are not the first to be treated this way by Orange. Somebody was so peed off he set a website called http://www.orangeiscrap.com
It seems to have changed since I first visited it when I discovered the total incompetence of Orange Customer support (and I only have PAYG) when my phone was stolen. It took nearly three weeks to get a replacement SIM. I’d already managed to get a SIM from Giff-Gaff which I was about to activate when their’s arrived. Good luck with your claim. I hope that your dogged perseverance pays off, but from my own experience Orange do not appear to have a customer support department. (I’m only keeping the SIM until I’ve used up the credit 🙂 )
Reblogged this on The Greater Fool and commented:
Pleas share this widely. People need to know what a vile incompetent company Orange/EE are
My husband has had a similar problem and we were advised only yesterday by Creditexpert to get in touch with the ombudsman.
http://www.ombudsman-services.org/communications.html
We have also been ignored.
What we need is a legislation on “Fair Credit Reporting Act” –
You could read how the Irish done it. There is also a law in the USA.
http://www.finance.gov.ie/news-centre/press-releases/credit-reporting-act-2013
I have recounted in length my predicament with Tmobile in the previous thread of Mr Walker’s plight.
Have you resolved this issue? The same thing has happened to me. I am trying to get a mortgage for my first having lived like a Mormon for the last few years, saving every penny and paying everything on time. I checked my credit file last night and was completely shocked, horrified to see a debt from EE!!! I closed my account with them in December, after an awful experience – paid the cancellation charge and moved to Vodafone (funnily enough) but for the last for months they have been trying to take £20 out of my account for god knows what reason and they have NEVER written to me about this method and had I not checked I would have been totally unaware. I was sleepless about this last night – I’m so close to finally owning my own home and through no fault of my own it could be jeopardised!!! Any help or advice you can offer me as I start on the annoying battle to get it reversed would be greatly appreciated! Lauren
Sorry for all the typos – blasted autocorrect!
Hi Lauren,
Sorry to he’s of your troubles. They seem to respond to the fear of bad publicity more than anything. Point them to this blog and threaten to go public if they don’t sort it out with all the credit agencies immediately. I’ll host it here if you need to attract attention.
Ok, thank you! I will keep you posted.
I’m going througha serious chew with ee at the moment, took out a line in 2010 and somebody used it which was fine I allowed them to use the minutes & texts.
Last year I got a bill from ee for £423. Basically the person had upgraded that original line and stopped paying it after 8 months. I’m now left with a default to my credit file for the amount because EE allowed somebody over the phone to upgrade that line!
EE told me yes subscription fraud and removed the default then 2 weeks later another debt collection company are trying to claim the £423!
Now I speak to EE who btw won’t talk to me over the phone unless im in store because I don’t have the password for the ‘upgraded’ line! (Because i didn’t open it!) are saying it wasn’t fraud.
They say they record all calls so I asked them to listen back to my call 3 weeks prior when I was told by EE yes it’s fraud and yes we will contact the debt collections company and remove the default! But she said she would get a manager for that then hung up.
Joke company and I hope I win but my fight has been ongoing for over a year now. Would love help if anybody has any ideas.
Oh and the third party involved who upgraded the line accepts he done it claiming he thought it was in his name!!!!