Hi there, I work for Orange and might be able to help.

Please send an email to customer.services AT orange.co.uk, including your personal contact details and username from this site, and I will give you a call to discuss.

In order that your email is forwarded to me quickly, please add "Jonathan Orange Response" in the subject field and also in the first line of your mail.

Kind regards,

Jonathan

Orange Response Team

It sounds like you ordered online or by phone. If so then yes you have a cooling off period in which you can cancel without penalty or charges. This is provided by the distance selling regulations.

You need to contact your bank to state that the past charges were not correct and no future payment requests should be paid in relation to this matter. If it seems as though you are going to get nowhere with the past charges by contacting Orange direct, you should ask your bank to start their disputes process for unauthorised payments. If that doesn't work, you should consider legal action, perhaps via http://www.moneyclaim.gov.uk/

It's best to keep correspondence with Orange to letters and to keep copies of these for future reference.

first to state this is not a complaint about mobiles.co.uk, haven spoken to them again its just orange.

i was reccommended to buy a phone from the company mobiles co uk through a friend. i opted for the samsung tocco 24 month contract with orange with a cashback of 160. i recieved the phone and after hearing problems with it can have through friends i sent it back. please not it was never even taken out of the box, not even to look at it.

i had 7 days in which to return it and have an email stating that it has been returned from mobiles.co.uk. My query is that even though the phone was returned orange still charged me 27.58 for the first months contract. this worried me so i phoned up mobiles co uk who assured me that it was standard practice and that my order was cancelled, the mobile returned and that orange would return my money back.

i have tried on numerous occassions to get through to orange customer services, they sent me my first "bill" with what would have been my mobile phone number, i rang off a land line and friends mobiles in putting that number but it is not recognised.

anyhow this morning i have another bill saying im 15.66 in credit (13.62 charges and 2.04 VAT) my question is a) how do i get my money back and b) what happens to the other 11.92?

where do i stand on this matter, i amm going to write to customer servies sending recorded delivery but in all honesty i have no idea what to put or what my rights are on this matter. also just to state as far as mobiles.co.uk are concerned it now has nothing to do with them.

thanks again in advance for your help!