My husband has now resolved this matter with Orange (via another forum - MSE), who I'm told will inform their Debt recovery firm, Buchanan Clark and Wells. Orange neglected to tell us the account was outstanding £18 for not using a MAC (migration autorisation code) to close the account. They have now waived this fee. Maybe send an e-mail to customer.services AT orange. co.uk - an Orange representative (in the 'Orange Response Team') was involved on the MSE forum. Thanks.

It is extreme, but I think you're right. It does hope to cut out any delays.

As with recorded delivery, it does promote the message that "this is someone who means business" whether that is true or implied.

Thanks again.

Jennifer_Weston:

Huckster - thanks for that.

I really appreciate your swift reply here, and your 'no nonsense' approach!

However, are there any other intermediate steps before going straight to their Chief Exec?

I suspect Orange have a complaints department that could also look into this for you. But as we all know with these complaints departments, they receive lots of them, so you can be just a number.

I have always favoured a no nonsense approach. The CEO won't deal with the complaint anyway, but by addressing the complaint to him, they will hopefully deal with it properly. I always find that companies are much more willing to cave in and admit their mistake if the CEO is involved. And the matter will be resolved much more quickly.

Huckster

Huckster - thanks for that.

I really appreciate your swift reply here, and your 'no nonsense' approach!

However, are there any other intermediate steps before going straight to their Chief Exec?

Jennifer

Suggest that you write to Tom Alexander Chief Executive of Orange, ORANGE LIMITED,ST JAMES COURT
GREAT PARK ROAD ALMONDSBURY PARK, BRADLEY STOKE BRISTOL, BS32 4QJ.

His email address is Tom.Alexander AT Orange.co.uk. You could email him a copy of the letter. Obviously use the proper AT symbol. The MS posts stop the proper AT symbol being added.

Send letter by recorded delivery setting out the details of what has happened and ask them to resolve this matter or your will take this matter up with Otelo. Ask them to notifty BCW to stop contacting you and to remove the account from their records.

I would send BCW by recorded delivery a copy of your letter to Orange. You will find that BCW may just ignore you, as according to many posts online they don't appear to respond to correspondence.

Huckster

Hi there,

I wonder if you could give me some assistance on the following.

As background, I had a broadband account with Orange (who took over Wanadoo & Freeserve), which I terminated when I moved flats, moving to another ISP.

I moved flats back in March, but took my landline number with me.

Following on from a series of conversations with three advisors at Orange, I confirmed I had cancelled this account in March this year... or so I believed....

I’ve spoken to Orange staff who seemed unable to confirm that spoke to them previously (their call notes seem to omit any useful details or directly contradict themselves). I intimated my frustration to the staff at Orange, and urged them to ‘solve’ this as soon as possible. Back in June I've given them an additional £14 they said I owed.

However, a month or two later I receive a number of automated robotic messages on my home answer machine, along the lines of “Mrs Weston. Please call Buchanan Clark and Wells on [phone number] as a matter of urgency quoting reference number #1234567...”

Now, this company (who appear to be a debt recovery agency) have called me after 6pm when I’m at home, and the guy asks to speak to me (I eventually confirm who I am to get some more information) and then asks for me to confirm my address due to the Data Protection Act. As they won’t tell me what this call is regarding, I say I am unable to do this as I don’t know who they are. I say I am unable to contiune with the conversation as they won't divulge what they're calling about.

To which he says ok, they’ll send out a letter...

Now if they have my old address, any letters will either get binned, or “returned to sender” (if the new occupants can be bothered). I’ve dropped a note through my old flat’s door, asking them to write “Not known at this address - please return to sender to adjust their records” on any new post addressed to me & send back. However, I understand (from my old letting agents) some utility providers can find out my new address if they believe money is owed to them.

I’m convinced I closed my Orange account fully, and have paid all outstanding balance. I'm happily with a new ISP. Now it seems Buchanan Clark and Wells are harassing me into parting with money I don’t owe them or Orange. I've always been uber polite on the phone, but Orange appear to be incompentent in closing the account.

I’d really appreciate any advice or thoughts on this.

Thanks,
Jennifer W