Orange contract probs - pro-rataed minutes...

Recently signed up to an Orange contract and got my first bill. Was a lot
higher than I was expecting. Was expecting to get 500m and 500txt each
month.

Turns out that their computers determined that my monthly billing date
started on 5/10 and from the time I signed up on 26/09 until 05/10 they'd
pro-rataed my minutes, leaving me with only 150 to use in that period. I
used 320 or so and was billed for the excess. 170 minutes cross network at
peak rate. If I had been aware that my minutes were being pro-rataed, I
wouldn't have used them. I have received no paperwork or verbal
communications from either the operator or the retailer regarding the
pro-rataing of minutes on this contract.

Orange say it's up to the retailer (CPW) to inform me of this. CPW say it's
nothing to do with them as I took out the contract with OSPS (which is a
division of CPW). OSPS say they don't inform customers of this sort of thing
and it's up to the operator to inform me. Have spent about 4 hours on hold
and speaking to Orange, OSPS and CPW in a number of calls.

And why would I expect to have been informed about this, and not expecting
to have the use of 500m from day one? All other contracts I've had have
given me the full allowance of minutes for the month from when I signed up
to the contract.

Any advice on where I can go from here?

Marcus

Marcus Fox wrote:
> Recently signed up to an Orange contract and got my first bill. Was a lot
> higher than I was expecting. Was expecting to get 500m and 500txt each
> month.
>
> Turns out that their computers determined that my monthly billing date
> started on 5/10 and from the time I signed up on 26/09 until 05/10 they'd
> pro-rataed my minutes, leaving me with only 150 to use in that period. I
> used 320 or so and was billed for the excess. 170 minutes cross network at
> peak rate. If I had been aware that my minutes were being pro-rataed, I
> wouldn't have used them. I have received no paperwork or verbal
> communications from either the operator or the retailer regarding the
> pro-rataing of minutes on this contract.
>
> Orange say it's up to the retailer (CPW) to inform me of this. CPW say it's
> nothing to do with them as I took out the contract with OSPS (which is a
> division of CPW). OSPS say they don't inform customers of this sort of thing
> and it's up to the operator to inform me. Have spent about 4 hours on hold
> and speaking to Orange, OSPS and CPW in a number of calls.
>
> And why would I expect to have been informed about this, and not expecting
> to have the use of 500m from day one? All other contracts I've had have
> given me the full allowance of minutes for the month from when I signed up
> to the contract.
>
> Any advice on where I can go from here?

Write a letter to Orange's head office disputing it, and see what they
say. Also, if that doesn't work:

19.10 You may request that disputes between you and us are referred to
arbitration under our Code of Practice for Consumer Affairs. We will
supply a copy of our Code of Practice for Consumer Affairs to you on
request.

And if that doesn't work you could always sue them.

On 2006-10-07 11:37:51 +0100, Michael Hoffman <cam.ac.uk@mh391.invalid> said:

> Marcus Fox wrote:
>> Recently signed up to an Orange contract and got my first bill. Was a lot
>> higher than I was expecting. Was expecting to get 500m and 500txt each
>> month.
>>
>> Turns out that their computers determined that my monthly billing date
>> started on 5/10 and from the time I signed up on 26/09 until 05/10 they'd
>> pro-rataed my minutes, leaving me with only 150 to use in that period. I
>> used 320 or so and was billed for the excess. 170 minutes cross network at
>> peak rate. If I had been aware that my minutes were being pro-rataed, I
>> wouldn't have used them. I have received no paperwork or verbal
>> communications from either the operator or the retailer regarding the
>> pro-rataing of minutes on this contract.
>>
>> Orange say it's up to the retailer (CPW) to inform me of this.


I'd have to agree. It's not Orange's fault that CPW or it's affiliates
sold you a phone and didn't explain how the first bill works.

In the O store in which I work, we specifically detail the first bill
and how you're charged at the point of connection to avoid this exact
situation!

Chris

please-reply-via-newsgroup-th@-i-posted-to.com declared for all the
world to hear...
> Orange say it's up to the retailer (CPW) to inform me of this.

It is up to the retailer.

> CPW say it's
> nothing to do with them as I took out the contract with OSPS (which is a
> division of CPW). OSPS say they don't inform customers of this sort of thing
> and it's up to the operator to inform me.

OSPS are talking bollocks.

> Any advice on where I can go from here?

It's part of the connection process to inform customers about pro-rata
and first bill etc. When you buy form OSPS they obviously choose not to
bother telling you.
--
Regards
Jon