115a Merton Road Wimbledon London SW19 1ED 7th February 2014

Dear Olaf Swantee CEO, R.E Orange Customer Service I'm writing with regard to a recent incident that I have had with my mobile phone contract and want to express my utter disgust and disappointment with the way it has been handled by Orange. The last two times that I have spoken to the customer service team I have been hung up on, made out to be a liar and have felt like a worthless customer in what I can only describe as a money making machine for orange; where they'll make money out of other people's misfortunes and not care about them along the way. I've been with Orange for nearly four years but due to these recent interactions with customer service and collections, I am never going with Orange again. As soon as my contract ends I'm moving mobile providers, and have informed all my friends and family of the mistreatment by Orange and many have also vowed to move or never start a contract with Orange for any of their services. I lost/had stolen my iPhone 4s last September and reported it as soon as I had the chance so that it could be blocked. However, before I was able to do this, someone must have taken it and made outgoing international calls to Ethiopia. This resulted in around 200 worth of calls being billed to my account. When I first rang up to report my phone as lost (which I initially thought it had been) the customer service representative failed to let me know that this unusual activity had occurred on my account, which would have then alerted me to the fact someone must have taken my phone as I have never called anywhere abroad before in my years as an Orange customer. It wasn't until a couple of days later when I rang up to gather some information to provide to my insurance company that customer service informed me of these international calls, as she had noticed that they were a bit strange. I was told by this representative to wait until my bill came through in October and try and contest it as they may be able to clear the calls, as they were obviously out of character. However, due to Orange also being unhelpful whilst I was trying to gather the necessary documents for my insurance company, I was unable to get a replacement phone for 6 weeks, which made it difficult to contact without a personal phone. As soon as I had my replacement phone, I did just as customer service advised me to do and try and contest the international calls and explain the case. The first customer service representative I spoke to said this couldn't be done. I then requested to speak with a manager to explain my case but he put the phone down on me half way through (and later claimed that I was the one to hang up and that he apparently tried ringing me back but

didn't answer. This was not the case at all). I immediately called back up and spoke to another representative and after explaining my case to him he said he would pass my bill onto collections, who would then recalculate my bill to wipe off the calls made to Ethiopia, and I would hear from the collections department in due course by telephone. However, a few weeks passed and I did not hear from anybody, and my bill still remained the same. I phoned up customer service yet again to try and finally resolve this issue. I explained my case to the first representative I spoke to but after I finished explaining she told me that her system had crashed and I would need to phone up again, but I would immediately get through and not have to be on hold again. In hindsight, it would appear she couldn't be bothered to deal with my case as the logs that had been made on my account from previous calls probably made me out to be a difficult customer. I phoned straight back up but was on hold for at least another 20 minutes, even though I was told that I'd get straight back through. When I finally managed to get through I spoke to another 3 representatives of orange from customer service and collections. It was then that I learnt the logs of my previous calls had been completely misconstrued and I was met with no empathy by the representatives whatsoever. It was at this point that I felt completely let down by Orange and upset by the handling of the situation. I would just like to clarify and make clear that having to pay the bill isn't the issue that bothered me, even though I've had to recently get a new credit card just to pay off the bill. It's the way the whole situation was handled by Orange themselves. There were representatives saying one thing to me and doing another, I was disappointed by the whole unsympathetic reaction towards a loyal customer and I am especially angry at the way I feel I was being perceived with the logging of the calls. Due to this, as I explained earlier, I will see out my contract until next January and continue to pay monthly, but once it's over I'm done with Orange and will never be using any of your services in the future. Given how upset I am about this whole experience, I think it only appropriate that I get a formal response to my complaint as to why your customer service was so bad and what you plan to do about it. If I dont hear back from you I will be forced to take this up with Ofcom and consider using an Alternative Dispute Resolution scheme not something Id imagine you would want given Orange has ranked as the most complained Operator in recent years. I look forward to hearing from you. Yours Sincerely,

Paul Walsh account: 96299178 phone number: 07805426169