Orange/EE pt 2: More damaging, irresponsible nonsense

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

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26 responses to “Orange/EE pt 2: More damaging, irresponsible nonsense

  1. 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

  2. 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.

  3. 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!

  4. 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.

  5. A simply NOTICE OF FAULT to them including your fee schedule would have done the trick I’m sure….. ;)

  6. 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

  7. Pingback: Orange/EE pt 2: More damaging, irresponsible no...·

    • 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.

  8. 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,

  9. 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 :-) )

  10. Pingback: Orange/EE pt 2: More damaging, irresponsible nonsense | The SKWAWKBOX Blog « this 'n that·

  11. Pingback: Orange/EE resolved (more or less): the apology | The SKWAWKBOX Blog·

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