Written on: 21/09/2012
After checking my bank statement and then my online bill I noticed orange have taken money from my account which is more than 18 times my usual monthly bill. I rang them up to be to be told they had removed my loyalty bundle (at random apparently), this was not stated in the initial contract and I wasn't informed. Orange denied this, stating they would have spoke to me (they definitely haven't). They then offered to reduce the bill by just £27 as a "gesture of good will". I then spoke with a manager who was very patronising, said I was lucky to be offered money off the bill, how the bill wasn't too bad and that I have saved a lot of money with orange. (I haven't because the bill is larger than that for my entire 18 month contract).
Seems like Orange remove loyalty bundles at random on purpose to catch customers unaware, then offer a "gesture of good will", so they keep your custom and get a billed bonus.
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