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Orange billed to a user more than 1,000 euros for a call from 0 seconds 'made' himself during a flight with the phone off

FACUA After the claim, the company has ceased to demand payment and acknowledges that it was an error. Orange

billed to a user more than 1,000 euros for a call made 0 seconds to the same number for a plane ride with the phone off. After the claim FACUA-Consumers in Action, the company has ceased to demand payment and acknowledges that it was an error. SG Xavier

, Girona, in July received a bill from Orange which allegedly included four calls made from abroad the same month, all with a duration of 0 seconds, one of which amounted to 1022.71 EUR (866.70 plus 18% VAT). In addition, the recipient of all calls was the same mobile number.

Initially, the user is contacted to request the correction Orange of the bill, as it was clear that this was an error.

to 9,000 meters high and with the phone off

addition to warn your customer service to have found that it was impossible to make a call yourself or that had a duration of 0 seconds and as high cost, Xavier argued that at the time that was billed to 9,000 meters high in a flight to Kiev, with the phone off.

However, Orange telemarketers urged the user to pay with the simple argument that was possibly your own mobile phone on and undertake the particular call.

To make matters worse, Xavier received a second bill this month for another line contract with Orange, which appeared about two dozen of SMS had been sent without his intervention, automatically, to contacts in your phonebook. The message had no content.

Orange Faced with the refusal to annul the irregular billing, Xavier FACUA associated decided to take action to defend their rights. FACUA

made contact with the company in order to propose to analyze the case, to be clear that there had been irregularities in billing. Orange

assumes the error after the intervention of FACUA

FACUA After the complaint, Orange has announced that "the impact that has affected the user must in fact an error in our systems that has affected to a very limited number of customers we had identified and was cured " .

Three days before his response to FACUA, Orange had sent an email to Xavier urging him to pay the bill "no later than 5 days" .

Now, the company announced the contact with this association and other concerned which figure in a total of five "to inform them of the problem, say the bill is valid and that they will issue the correct and, of course, apologize for the inconvenience " .

FACUA considers that this case is an example of the irrational response that mobile companies offer numerous complaints from users through its customer service.

offer protocol generally negative response to complaints about billing, said FACUA, shows that in large part cases the complaints were not even discussed. And even when the amounts charged are intended to result in calls impossible, often the emphasis is to try to tire the customer or even frighten him by threatening to include their data in records of defaulters and to finish paying.