So I'm not alone then!! I left Orange in early April using a MAC code. In the e-mail containing the MAC code, I was told as soon as the service went over to the new provider, my service with Orange would stop and it was a good idea to stop my direct debit. I did this but when I looked at my account I saw that I had been charged £18 for the month AFTER I switched. I telephoned Customer Care and was told this was the case. I could find no mention of it on their website, nor in the e-mail I had received.

I then wrote to Orange confirming that I had cancelled my direct debit and quoting the e-mail, asked where it said that they could charge me £18. I received no response, however, the £18 was refunded to my account. BUT I had been charged a £5 nonpayment fee as they had tried to take the money by direct debit.

I again telephoned Customer Care, spoke to a very nice person who assured me that the £5 would be removed. It wasn't. After two more calls, both telling me that the £5 would be removed, it is still there. So I wrote again sending a cheque for the outstanding calls of £3.71, as advised by one agent.

Yesterday I received a telephone call from Orange Customer Care apologising for the poor service from their department and assuring me that they had received my cheque and the account was now zero. I asked when I would see that it was zero and they said "within a few hours".

It is still saying £8.70, which includes the £5 non payment fee.

I have now written to the Executive Office by e-mail and await further news.

What disgusting service.

Have had further conversations with Orange Escalations -they agreed to waive charges "outstanding" and inform debt collection agency. Have also had email reply from DLC putting file "on hold" pending investigation with client(Orange).
Escalations promised a letter confirming conversation and apologising for poor service. What chance I get it?

Have also today rec'd a letter from Orange Home Billing threatening legal action from an address in St Albans!!

Many thanks Loaninsider - actually have made contact with a relation in a senior position in another part of Orange - he is trying to get some sense out of the situation - as expected when I phoned Orange myself I was connected to Mumbai (or Chennai or wherever!) - thay seemed bewildered as my account is marked closed. I have also emailed them.

If nothing comes of all this by next week I shall do as you suggest and send letters to all and sundry by registered (or should it be recorded?) post.

Trading standards issue a code of conduct for debt collections companies, which you will find if you google it. The behviour that you decribe breaches a number of the guidelines. I suggest that you write a letter to Orange and to the debt collector, send it registered post, explaingin the situation and enclosing copies of the e-mails.

You should then see if they proceed to take yout o court, where they will undoubtedly lose and you will be abel to sue them.

I left Orange at the beginning of September,using a MAC.

Due to a *** up on their behalf I was told that my notice period had commenced on 20th August when the MAC was issued so that the account would be closed on 19th September.I was told this both verbally over the phone and by a folllow up email.

Since I had already paid to 21st September this meant that I did not owe any monies.

Later they tried to tell me that the notice period was only applied wef 10th September when BT told them I had migrated,so that I would owe part of a month. I argued successfully (or so I thought!!) that the original information should stand; after a conversation by the Customer Services agent with "Cancellations" I was told that my account would be closed with immediate effect, with no monies owing.

They did try to Direct Debit my bank account the following month;I again queried with Customer Services who sent me another email confirming that I owed no money and the account was closed.

I have now received a letter from Direct legal and Collections threatening legal action re an outstanding amount of £17.99 - when I contacted them the agent said that this was for the final balance & unless I settled in full it would be entered on my credit record and legal action taken.

I explained the situation to him and read out the emails but all he would say was that I had to get Orange to stop the action.Basically whatever evidence I could produce was irrelevant to him.

Having had many conversations with Orange C/S over the past 2 years I don't hold out any hope of getting sense from them. Any thoughts on the best way to proceed?