Orange contract that ended two years ago and i have now been charged over £600

[Mdosell12]

Hi
I cancelled my orange phone contract over 2 years ago, and only recently have i noticed that they have been taking the money for the contract for the last 2 years after my 24 month contract had ended. They have taken a total of £637.28, after finally realising that they had been taking this money for over 2 years. The direct debit that was cancelled in October 2014 due to my mum being diagnosed with cancer, they then continued taking the money using a new reference number every month. After ringing them they have offered me £150 compensation, when i said that i will being getting legal help they then said i wouldn't get anything if i went down this route.
Can anyone help please?

[R0b]

Re: Orange contract that ended two years ago and i have now been charged over £600

If you can prove the contract has ended and this is money which they are not entitled to, then you should be entitled to the full amount, I would argue with interest as well. What is their justification that you should only be offered £150, or is that in addition to the £600+ you have paid?

[Mdosell12]

Re: Orange contract that ended two years ago and i have now been charged over £600

If you can prove the contract has ended and this is money which they are not entitled to, then you should be entitled to the full amount, I would argue with interest as well. What is their justification that you should only be offered £150, or is that in addition to the £600+ you have paid?

They said that after your 24 month contract has ended, you then have to cancel the contract with a 30 day notice which my mum did but can not prove as orange no longer exist and is now part of EE, they apparently then continue the contract as a rolling 30 days contract which was never agreed. The phone number has not been used since the day the contract ended and we no longer have the phone. They are offering to pay £150 pound of the £600+ that she has been charged for, which obviously not acceptable. She only noticed that the money had been coming out when she was charged for being overdrawn, she does not work and has been recovering from cancer for the past 2 years so as you can guess looking at her bank account was the last thing on her mind.

[R0b]

Re: Orange contract that ended two years ago and i have now been charged over £600

So, you cancelled the DD in October 2014 and then Orange re-instated the direct debit to continue payments without your authorisation? Forget what the person at Orange said there is scare tactics. At best Orange is owed a months payment but should not have set it up and continued the payments.

When was the new Direct Debit set up?

Who offered you £150 was this customer service advisor or someone from complaints or someone else?

[Mdosell12]

Re: Orange contract that ended two years ago and i have now been charged over £600

So, you cancelled the DD in October 2014 and then Orange re-instated the direct debit to continue payments without your authorisation? Forget what the person at Orange said there is scare tactics. At best Orange is owed a months payment but should not have set it up and continued the payments.

When was the new Direct Debit set up?

Who offered you £150 was this customer service advisor or someone from complaints or someone else?

they set up the direct debit feb 14 as the contract ended the customer service person offered 3 months payment i said that was not acceptable, asked for a manager who offered £150 returned no good now it gone to a higher level and waiting for a call within 72 hours

[Mdosell12]

Re: Orange contract that ended two years ago and i have now been charged over £600

they set up the direct debit feb 14 as the contract ended the customer service person offered 3 months payment i said that was not acceptable, asked for a manager who offered £150 returned no good now it gone to a higher level and waiting for a call within 72 hours

It was a supervisor who said £150, still waiting for a call back.

[R0b]

Re: Orange contract that ended two years ago and i have now been charged over £600

Sorry just backtracking a little here you said the DD set up in Feb 14 but you cancelled in October 14? Am I missing something here or did you mean Feb 15?

[Mdosell12]

Re: Orange contract that ended two years ago and i have now been charged over £600

Sorry just backtracking a little here you said the DD set up in Feb 14 but you cancelled in October 14? Am I missing something here or did you mean Feb 15?

my mistake the contract ended feb 2014 then they started to take payments the following month up until the 18th jan 2016 when my mum noticed they will still taking payments

[R0b]

Re: Orange contract that ended two years ago and i have now been charged over £600

Well, starting point is that I would suggest you use their online complaints form to kickstart things off. You have obviously had phone calls but best to start getting things in writing. If EE fail to give any payments back then your other alternative option would be legal action, unless you go through the ombudsman route which means you will need to wait 8 weeks or have EE give you a final letter.

Do you want to draft something short up of a summary of your problem or I could write something up but it will probably have to be tomorrow.

Have you got all of your orange details and mobile number?

[Mdosell12]

Re: Orange contract that ended two years ago and i have now been charged over £600

thanks yes,

[R0b]

Re: Orange contract that ended two years ago and i have now been charged over £600

Edit your post above, I don't need to know your details and we don't want someone else trying to use your details either so take them out