The Day Orange aka EE made me cry.

A few months ago I decided to upgrade my mobile phone contract with Orange (now known as EE), it was a simple job which was sorted easily with no issues. A few weeks later the tablet that I also had on contract with Orange, (billed together with my mobile but on different lines with different numbers) was due for renewal. I made the decision to cancel the tablet as it was out of contract and no longer needed. I rang up and cancelled it, all was sorted easily.

A few weeks later and my mobile phone stops being able to receive calls and texts, I took it to the mobile phone shop and they come to the conclusion that my sim card is faulty…however a call to Orange and they work out that the sim card has been cancelled. Yes, it turns out a staff member of EE has cancelled the wrong line. They cancelled the one with 23 months line rental line outstanding, and left the one with no line rental remaining. EE apologised and quickly reconnected my mobile. Sorted. Or was it?

Being the cynical person that I am, I rang Orange twice to make sure that the billing side of things were sorted. I was still being billed for the tablet that should of been cancelled, and I was concerned about the bill for the line they had cancelled by accident. They reassured me all was OK and that they had made sure the billing period was sorted.

Then this morning, with the need to go food shopping so I can feed the kids when they are home from school, I log into my internet banking and see a minus figure on my bank balance, I begin to panic. I then see that £680 has gone out Orange. I knew straight away what had happened, so got on the phone to Orange. They admit that it is their mistake (again!) and tell me that if they are to refund it, then it could take 7 days to clear back.  They advise me to call my bank and get a claim under the direct debit guarantee, which means the money is pulled back from the company, this takes 24 hours. The lady at Orange was lovely and helpful, and has sent me her details to follow up. But I can’t help but feel angry at Orange as a company for doing this to me in the first place. I then begin to cry, my baby daughter needs nappies, I need to get the food shopping. Thursday is the one day I get to do, as it’s the only day my toddler is in preschool until 3. Now my plans are ruined.

The bank couldn’t of been more helpful, however there is nothing they can do until the banking system updates at  3.30pm. Apparently my money will become available again then, but I would of incurred charges for going overdrawn (I have no overdraft, so there is an unauthorised overdraft charge). I am left unable to go food shopping, unable to pay for a photoshoot I am supposed to have booked today, oh and I have to hope that my petrol fumes will last me the 5 mile journey to get my son from preschool, as I cannot get petrol until the money falls back into my account. I know there is worse cases of financial hardship out there in the world, but thanks to Orange I have had unnecessary financial hardship put on me and my children.  Not cool, not cool at all.

 

UPDATE 09/05/2013.

This morning, a simple check of my online banking left me in tears again. Orange/EE have taken £690. I knew straight away why, a phone call to customer services at EE and they admit fault (again!) and even try and blame my bank for allowing the money to go a second time. I advise EE that it is actually their fault, they have applied to take the money again. So, an apology later and more promises of covering bank charges (again) and I am still left overdrawn (with an unauthourised overdraft) with no way of accessing any of my money. I have four children, one of which is disabled, and also one 5 month old baby, who all will need feeding at some point today. I am angry, I am crying.  The bank have said they will do a reversal on the direct debit, but that could take 24 hours to get the money back.

I am completely unimpressed with EE, I have asked to terminate my contract, but unless I pay £700 for the privilege, then I am left with putting up with this for the next 22 months.