UPDATE: Bitterwallet readers force Orange to scrap new call charges
UPDATE 1006: We've just spoken to Orange's press office - there's a full release due to be sent to us in the next few minutes, but in the meantime we can confirm that in cases where Orange have already agreed to a cancellation, these will still stand. Anybody who has requested a PAC code will be informed that the changes will not be going ahead, but will still be free to cancel.
Orange have apologised for "any frustration and confusion" that customers have experienced, and we've also been told Orange are carrying out a full review of customer service procedures to ensure future customers aren't treated in the questionable manner reported by dozens of Bitterwallet readers.
In the past three weeks, Bitterwallet has received thousands of comments and emails concerning Orange's attempts to increase their charges on out-of-bundle minutes. You called their customer service reps in your droves, and amongst it all suffered inconsistencies and bare-faced lies from many of their operators.
And while we're delighted to hear that our posts picking apart their own Terms of Service have secured new readers amongst Orange's senior management and at Ofcom, it's been staggering to see how many of you refused to accept changes made to your contract without permission, and fought for your right to cancel.
It's your actions that last night forced Orange management into a meeting where they agreed to abandon the proposed increases. The Executive Office has confirmed that "a business decision was made" and that "further to feedback from several customers, Orange has decided not to go ahead with the proposed changes - Orange appreciates these changes were not communicated as well as they could have been."
Orange aren't admitting the charges were unfair, which is what the feedback surely reflected, but that their introduction was poorly communicated - regardless, consumer power has brought about some positive change. We're now attempting to clarify Orange's position concerning contracts they've already agreed to cancel - their press office have failed to provide any statements to us in the past week, but this is important stuff so we'll try and get some answers. In the meantime if you have any information, let us know at [email protected]
[Image courtesy of TheGiantVermin]