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I am currently dealing with EE Home (previously Orange and before that Wanadoo).
I had requested internet service provisions when I moved back to my Folks place in 2003 (leading up to divorce) via Wanadoo.
However, I moved with my job to Loughborough in November 2003 until July 2010. My Folks sold their property back in 2005.
I never check my bank account, but had to pull off payments I had made to my ex-wife for maintenance for the CSA.
I noticed a payment going out each month to Orange Home for approx £24 and did not recognise the payment.
When I reviewed my account, I tracked it back to Wanadoo from 2004, which I had been paying ever since! Hence paying over £2,700 for a service provision that I never had!
I immediately contacted EE (who now own Orange) and discussed the situation over a month ago. Following full explanation to Olivia, (who took the call) she advised that she would pass the information onto their refund department who would make the full calculation and arrange the refund to me. She advised that she would call me every day with a status update. However, I did not hear anything and so chased twice, both times they told me that it was being reviewed for refund.
I have received a call this afternoon from Olivia who advised that they could only refund me £200!!! I asked to speak to her manager and was put over to Daniel. He advised that I should have cancelled the service back in 2004 and that I should have checked my bank account, which would have shown that I was paying for something I did not use.
I held my hands up and said that I should have checked my bank account though had no reason to, except to check for CSA and that I am sure that I cancelled the account in 2004, though have no record of it.
He also said that they should have known that I was not getting a service as they had never dispatched the modem, etc to connect me to the internet. Hence I have paid for a service that I had never used and did not have the capability to connect to either.
He then said he would increase refund to £500, which I said he had to be joking. He has now gone away to spoeak to Senior Management Team.
Do I have a leg to stand on, seeing that they have no record of me cancelling on their system; even though they admit that they had never dispatched the modem for me to utilise the services anyway?
Regards
Carl
I had requested internet service provisions when I moved back to my Folks place in 2003 (leading up to divorce) via Wanadoo.
However, I moved with my job to Loughborough in November 2003 until July 2010. My Folks sold their property back in 2005.
I never check my bank account, but had to pull off payments I had made to my ex-wife for maintenance for the CSA.
I noticed a payment going out each month to Orange Home for approx £24 and did not recognise the payment.
When I reviewed my account, I tracked it back to Wanadoo from 2004, which I had been paying ever since! Hence paying over £2,700 for a service provision that I never had!
I immediately contacted EE (who now own Orange) and discussed the situation over a month ago. Following full explanation to Olivia, (who took the call) she advised that she would pass the information onto their refund department who would make the full calculation and arrange the refund to me. She advised that she would call me every day with a status update. However, I did not hear anything and so chased twice, both times they told me that it was being reviewed for refund.
I have received a call this afternoon from Olivia who advised that they could only refund me £200!!! I asked to speak to her manager and was put over to Daniel. He advised that I should have cancelled the service back in 2004 and that I should have checked my bank account, which would have shown that I was paying for something I did not use.
I held my hands up and said that I should have checked my bank account though had no reason to, except to check for CSA and that I am sure that I cancelled the account in 2004, though have no record of it.
He also said that they should have known that I was not getting a service as they had never dispatched the modem, etc to connect me to the internet. Hence I have paid for a service that I had never used and did not have the capability to connect to either.
He then said he would increase refund to £500, which I said he had to be joking. He has now gone away to spoeak to Senior Management Team.
Do I have a leg to stand on, seeing that they have no record of me cancelling on their system; even though they admit that they had never dispatched the modem for me to utilise the services anyway?
Regards
Carl
xx
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