Hello drjagga,

There is no quick fix to this problem but the first thing to do is to draft a letter which lists all the problems you have had, express you emotional state but keep it factual. Also from this point forward keep a log of calls made and try and get in touch with a manager to deal with your problem. Advise the advisor on the phone as nicely as possible (after sending in a letter by recorded post) that you have...

"a big complaint to make and part of it involves customer service advisors at your company so you are not qualified to handle the issue as it is a conflict of interest and you formally request to speak to a manager about your grievance" (or get a call back).

This is the best way to begin to tackle the issue; there is no quick fix to this issue I'm afraid it's going to involve a little work from yourself to get it sorted.

Keep us posted and good luck!

Michael.

thanks for ur response. I dont have a name, but I have the date and approx time.

Jagadish

drjagga:

Dear Sir,

I initially started off with wanadoo broadband which became orange later on. as my 12 month contract came to an end, i called them up to terminate the contract. they offered me to rectify the connection problems and a discounted rate if I would continue. as i was unhappy with the connection, i clearly stated that i would not like to be bound to another 12 month contract. the person on the other end offered me a further discount and told me that he would put me into 6 month rather than a 12 month contract. i agreed. all this was done over the phone and i never received any documentation regarding the same. they never rectified the connection problems and so at the end of the further 6 month contract, i called them for a MAC code, when they told me that i was bound to a 12 month contract. i disagreed and told them about the amended contract. the person then transferred me to another department where i was provided the MAC code. now 3 months down the line, orange have sent me a bill covering 6 months of due payment and are threatening legal action if i dont pay. kindly advise

Hello drjagga,

Do you have any proof of the "6 month contract" call?, for example a name, date and time.

Michael.

Dear Sir,

I initially started off with wanadoo broadband which became orange later on. as my 12 month contract came to an end, i called them up to terminate the contract. they offered me to rectify the connection problems and a discounted rate if I would continue. as i was unhappy with the connection, i clearly stated that i would not like to be bound to another 12 month contract. the person on the other end offered me a further discount and told me that he would put me into 6 month rather than a 12 month contract. i agreed. all this was done over the phone and i never received any documentation regarding the same. they never rectified the connection problems and so at the end of the further 6 month contract, i called them for a MAC code, when they told me that i was bound to a 12 month contract. i disagreed and told them about the amended contract. the person then transferred me to another department where i was provided the MAC code. now 3 months down the line, orange have sent me a bill covering 6 months of due payment and are threatening legal action if i dont pay. kindly advise