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“The worst Customer Service I ever dealt with”

written by SadieSheridan279 on 21/06/2014

After my trip abroad and using my travel bundle (£6 per 30Mb of data) I received two bills calculating usage at the normal rate without applying this bundle.

I first called to Orange challenging the bill (24/04 for £119.07) on the 13th of May. I was told the bill was correct. The 2 agents on 150 I spoke to were very unhelpful and impolite, totally unprofessional. They were trying to explain that the extra charges were applied to the data used above the bundle, however when I asked for the itemised bill to be sent, I could clearly see that the data was used within the bundle limit and the bundle was not applied. I could not get the agents to listen to the problem and when asked to be put through to the manager I was put on a long wait and then was cut off. I had to call again next day to speak to a different agent, who confirmed that the 24/04 issued bill was incorrect and indeed it requires recalculation. Just over a week later I received next bill (24/05 for £433.92) with the same error again. I called customer services and again I was told that this bill also requires recalculation. Two weeks later – I see no change on my account against any of these bills. When I called customer services again I was told that the bill was forwarded to a wrong department and they had to redirect it. I was getting really frustrated with the whole situation, asked to be put through to the customer services manager and was refused. I requested cancellation, but when was put through to a cancelation department, a very nice person indeed has convinced me to wait a little bit as my issue is going to be resolved. I was reassured and decided to wait.

Today, 21/06, I have checked my account again and could not see any change. Called customer services again and was connected to another absolutely disgraceful agent. I was trying to explain myself, but he did not seem to listen interrupting and showing no compassion neither interest to explain and reassure. I was getting nowhere and asked to be put through to a manager, but was told that I was forbidden to speak to a Manager “Do you really think that everyone can speak to a Manager? There were 5 managers looking into your case!!”, yet, I have never spoke to any of them. I asked for this agent's name or an identification number and was told “150”, which is customer services number. I asked him is it a joke? I know what number I am calling, I just want to know who I am speaking to. In response I was laughed at and was told that there is a note against my account – not to disclose any information (!!!!!) including the agent names / identification??? I was getting utterly frustrated and upset as I was spoken with a huge disrespect and was laughed at. I asked to put me through to a cancellation department. He laughed again and told that they don’t have a “consideration” department. I felt totally humiliated: English is my second language, but I was very clear and it did not sound even close to "consideration". I had to repeat several times with the same result and was about to end it in helpless tears. I asked whether I had to spell it and was told yes, then I was cut off by that agent. I don’t know who I spoke to, but I would like investigation and addressing such a horrible treatment of the customer – I hope there is a record in Orange system of who I was connected to.

I could have understood the situation with the bills and could have waited if I was not treated so badly and with such a disrespect, if every agent I spoke to in the customer service was polite and had a dignity to show respect and understanding and handled the issue professionally. After I spoke to the last agent and the way I was treated, there was no other way, but to cancel my account.

I am still shocked by the calibre of the people working in Orange Customer Service – unbelievable. If Orange wants to have an image of a respectable company with excellent Customer Service such agents like I spoke to on 13/04 and 21/06 should not be allowed to work with Customers.

I would have given "0" stars if I could.