I had a terrible experience with Orange. It lasted for a whole week (up to now).
On the 30 Oct: I activated Camel on a pay as you go sim card then I put £10 credit on it and I received a text confirming that I am on Camel. (on Camel you can call abroad cheaper)
Few hours later I made a call abroad for few minutes and the next morning I called abroad again and after 2 minutes my £10 credit was all gone.
On the 31 Oct: I called Orange customer service straight away and told a guy what happened and he said that the “billing team” will sort it out in 24 hours.
On the 1st Nov: Nothing was refunded yet so I tried to speak with customer service again but I’ve been cut off several times and even when I managed to tell them my phone no. and asked to be called back nobody bothered to call me.
On the 3rd of Nov: I got fed up with Orange by now as they had plenty of time to refund me so I decided to call them again as now I had to make an urgent call abroad because my mum was in hospital and I wasn’t able to top up again.
I’ve tried calling them several times and I kept being cut off. After about 6 calls I managed to speak with them and they said that they will sort it out in 72 hours. I asked that they do it sooner as I’ve been already waiting for 3 days and I was told NO.
Also all the people I spoke with were very rude. One of the advisors told me about 10 times “LISTEN TO ME”
This is “LIVE”-TODAY IS THE 7TH OF NOV: I STILL DIDN’ GET A REFUND OR A CALL FROM ORANGE AND IT’S BEEN A WHOLE WEEK!!! I CALLED THEM, AND NOW I AM ON HOLD AGAIN!!! The guy said he is going to check with the famous “ billing team”. After 25 min I put the phone down and I called again and asked this guy to call me back. Now I am waiting... after 5 min still waiting from a call back from this customer service team that strives to “provide an excellent service”.
After 10 min still nothing... Ok... I’m calling them again..ups the robot tells me “I’m sorry but we are unable to process your call”. Calling again now speaking with John and he tells me that he knows what is the problem “ you‘ve been overcharged while you were on Camel” and he keeps checking things and tells me again that the “billing team” says this and that. THAT’S IT ..I AM FRUSTRATED ANGRY AND I AM GONA POST THIS COMPLAINT ON EVERY SITE I FIND!!!
{{{{PS: on the booklet that I got with the sim card it said that if I activate it in and top-up £10 in 7 days I will also get a £5 bonus. DIDN’T GET THAT EITHER!!!
Orange customer service is very far from acceptable, they are rude and incompetent.
Orange stole approximately £9 from me and I didn’t receive anything in exchange. In my efforts to get it back I spent ages on the phone which also cost me money. Maybe I should tell them of my own procedures: I charge 500% interest daily on any money that I am owned and my hourly rate is £25 .}}}}
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