Unauthorised charges on Orange mobile phone bill?

Discussion in 'Broadband' started by Gemma King, Aug 18, 2004.

  1. Gemma King

    Gemma King Guest

    Hi, hope someone here can offer some advice.

    I took out a 12 month contract with Orange in July and today receieved my
    first itemised bill.

    There were four charges itemised as "multimedia services recd", each on
    consecutive Thursdays, each from a five digit number beginning with 84 and
    each for £1.28 (excl VAT).

    I have no idea what these charges represent so I telephoned Orange. The guy
    I spoke to was totally un-cooperative and basically said that I must have
    downloaded some ringtones or logos and I either paid the charges or I risked
    getting cut off and a bad credit rating.

    When I told him I wanted Orange to bar any other such crap from hitting my
    account he said Orange couldn't do that. When I told him I wanted the
    disputed charges placed in abeyance until we'd got to the bottom of this
    matter he again said that wasn't an option.

    In other words, totally uninterested.

    At which point he abruptly hung up.

    I assume there's some sort of scam going on but what, realistically, are my
    options? I'm more than happy to kill the direct debit instruction Orange
    hold on my bank account and send them a cheque for the full bill minus the
    disputed charges but I suspect that won't work.

    Orange's attitude seems to be that they're the ones billing me but it's my
    responsibility to chase up anything I don't agree with?

    Genuine, feasible responses only please.
     
    Gemma King, Aug 18, 2004
    #1
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  2. Gemma King

    Trent SC Guest

    Hi, hope someone here can offer some advice.
    The Direct Debit Guarantee means that if you dispute a variable amount which
    is to be taken from your account, write immediately to your bank and they
    will refund you first, and ask questions later. Copy Orange and tell them
    this is what you're doing.
     
    Trent SC, Aug 18, 2004
    #2
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  3. Gemma King

    Tiscali Tim Guest

    In an earlier contribution to this discussion,

    I can't see what this has got to do with Broadband - shouldn't you be
    sending it to uk.telecom.mobile?
     
    Tiscali Tim, Aug 18, 2004
    #3
  4. Gemma King

    Bob Eager Guest

    They'll be premium text messages (incoming). Check your text messages on
    your phone. Then tell us what they were. The number might help, too.
    Find out what they were and then argue the toss again. Ask to talk to a
    supervisor. But find out what they were, first.

    It may be that you asked for some information via text message and
    didn't read the small print. Perhaps, anyway.
     
    Bob Eager, Aug 18, 2004
    #4
  5. Gemma King

    Clint Sharp Guest

    I've had this appear on one of my 'phones. Call them back and ask them
    to find out when the service was requested. If there's no requesting
    message from your 'phone then there's every chance they will cancel
    them.
     
    Clint Sharp, Aug 19, 2004
    #5
  6. Gemma King

    Colin Wilson Guest

    See my reply in uk.legal
     
    Colin Wilson, Aug 19, 2004
    #6
  7. Gemma King

    Beck Guest

    Big Brother voting? Their numbers are 5 digits and start with 84. Whats the
    full number as itemised on your bill?
     
    Beck, Aug 19, 2004
    #7
  8. Gemma King

    Paul Cummins Guest

    Not true - this is only where the amount drawn is not as notified...
     
    Paul Cummins, Aug 20, 2004
    #8
  9. Gemma King

    Trent SC Guest

    The Direct Debit Guarantee means that if you dispute a variable
    No. To quote from www.directdebit.co.uk:
    "If an error is made by the organisation or your bank or building society,
    you are guaranteed a full and immediate refund from your branch of the
    amount paid."
     
    Trent SC, Aug 20, 2004
    #9
  10. Gemma King

    Tiscali Tim Guest

    In an earlier contribution to this discussion,
    It's not always easy, though, to convince your bank that an error *has* been
    made - they don't just take your word for it!
     
    Tiscali Tim, Aug 20, 2004
    #10
  11. Gemma King

    Trent SC Guest

    The Direct Debit Guarantee means that if you dispute a variable
    If you inform them in writing that an error has been made, they are
    *obliged* to refund first and ask questions later. That's what the
    guarantee is all about, and it's why companies wishing to use DDs as a
    payment method are obliged to post a very large bond.
     
    Trent SC, Aug 20, 2004
    #11
  12. Gemma King

    Mugwump Guest

    Is it an error though? Their logging equipment is showing, to their
    mind, a valid charge on that phone; therefore the DD request is correct.
     
    Mugwump, Aug 20, 2004
    #12
  13. Gemma King

    Trent SC Guest

    The Direct Debit Guarantee means that if you dispute a variable
    That can be assessed after the refund has been made.
     
    Trent SC, Aug 20, 2004
    #13
  14. Gemma King

    Paul Cummins Guest

    By which time you have been cut off, blacklisted and have debt
    collectors chasing yo for £4...

    I'd pay and _then_ dispute, personally.
     
    Paul Cummins, Aug 21, 2004
    #14
  15. Gemma King

    Paul Cummins Guest

    And if they have sent you an ostensibly accurate bill and you claim it
    back from the bank, under the terms of your account you are liable to
    the bank...
     
    Paul Cummins, Aug 21, 2004
    #15
  16. Gemma King

    Tx2 Guest

    I'm trying to see the relevance to broadband, although i do hope you get
    it sorted.
     
    Tx2, Aug 21, 2004
    #16
  17. Gemma King

    Gaz Guest

    My bank (HSBC) has repeatedly failed to do this, and told me a DD can only
    be cancelled via the organisation who i authorised DDs for.

    Gaz
     
    Gaz, Aug 22, 2004
    #17
  18. Gemma King

    Beck Guest

    hmm I think they are bullshitting you. I have been able to cancel direct debits
    with my bank on several occasions simply by writing to the bank and asking them
    to cancel.
     
    Beck, Aug 22, 2004
    #18
  19. Gemma King

    Trent SC Guest

    The Direct Debit Guarantee means that if you dispute a variable
    From http://www.directdebit.co.uk/general_public/guarantee.php:

    "You can cancel a Direct Debit at any time by writing to your bank or
    building society. Please also send a copy of your letter to the
    organisation."
     
    Trent SC, Aug 22, 2004
    #19
  20. Gemma King

    Beck Guest

    Yes HSBC are liars.
    It clearly says in the DD guarantee that you can cancel any time
    http://www.directdebit.co.uk/general_public/guarantee.php
     
    Beck, Aug 22, 2004
    #20
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