Cellular Agony

Dealing with Phone Companies

Archive for May, 2010

A Cellular Demand

Posted by Paula on May 10, 2010

Orange – release us!

We are prepared to go back to Cellcom after your horrendous service and your not willing to even speak to us or explain the bills you sent to us repeatedly.

We have a solution…just release us. You aren’t prepared to uphold the agreements we made. You don’t even know what your representative agreed to, what he promised, what he delivered.

We demand to be released. We will go back to Cellcom – you can have your equipment back…all of it. The phones you said were spares, the phones you delivered to us…the car phones you installed, the broken computer you won’t fix.

Just release us. It is the fastest, easiest, cleanest way to end this horrid relationship. Cancel the three year contract…since you haven’t lived up to it anyway. Cellcom is prepared to take us back and give us a deal similar to the one you haven’t managed to honor.

Release us, Orange – end our cellular agony!


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An Explanation

Posted by Paula on May 9, 2010

Fifteen years ago…my husband wanted to get a cellular phone so that I could reach him as we awaited the birth of our fourth child. My husband investigated various companies and settled on Cellcom.

Despite several instances of bad service, we stayed with Cellcom for fourteen years. We added phones, created a business account, added message packages, etc. As our children grew, we got them cellular phones; employees; me. In the end, we had amassed a 16-line account…and then realized that Cellcom was simply overcharging us, not canceling services they should have, and more. It came to about 8,000 NIS in wrongful billing. We were fed up.

We called Orange. They happily sent down a sales team. We showed them our Cellcom bills and they were duly outraged. They would help us, they explained, leave Cellcom and come to the greener pastures of Orange. All that we got…and much more, they promised, Orange would give us.

At Cellcom, we had free car phones installed in our vehicles – it makes sense from a business point of view as it enables us to speak for hours as we drive. We were not surprised at all when Orange promised us a similar package. We were shocked, later, to find that they were charging us anyway.

We had been given a GPS when we bought a car; Orange told us about new models…they would give us three. Little did we know this too was at a cost.

And on it went…lie upon lie. Gal, our representative, came one day and while we were talking, he took out a stack of iPhone SIM cards and gave it to us. What’s this? I asked him – it’s a present – SIM cards for an iPhone.

“But I don’t have an iPhone?” I told Gal. I had just received my Nokia N97 and was more than happy.

It means you can order an iPhone from the first batch, if you want it. Made no sense to me, but it didn’t cost anything so it didn’t bother me. It was just another lie.

When the dust had settled. Gal had taken 16 Cellcom lines and turned them into 66 Orange lines for which we were being billed. Some – we had never even received and yet Orange had billed us thousands of NIS.

It’s been months since we have begun fighting, arguing, writing, calling. They have canceled 13 lines – we are now being charged for 53…and still we fight.

This blog is about cellular agony. About the agony a major company can put consumers through…and then for months continue to draw money from their account while refusing to offer any explanations for the amounts they charge.

And so we fight. If you have a similar story – for any cellular company…we welcome you and ask you to join us and tell us your story. Print your name or leave it out – these companies have to be made responsible. They have to stop cheating their customers and lying.

Posted in Cellcom Agony | 1 Comment »

Orange Lies

Posted by Paula on May 9, 2010

The following email was sent on February 25, explaining all the lies we were told, the mistakes that were made, the errors, the failure to meet promises, and more. Needless to say, the request for a meeting at the end was never met. Our phone calls, our emails…all ignored.

Hi Veronica,

As we discussed yesterday, you said that I can send you a few items that are urgent. Obviously, the list is MUCH MUCH larger.

Below is one of my earlier emails with a partial list. This email was reviewed by Gal, Oz and Meital. All of these items were discussed multiple times before this was written in an email.

1)      The following item was copied from below:

On Sunday we are to receive information on the other available packages, which we can switch retroactively. These packages include a ~10 NIS package.

We need to verify the conditions of all phone packages and determine per phone, which package should be applied.

2)      I have been asking to review the bills with Orange, since the first bill. I have been told that they are complete mistakes and they will be refunded. When the January bill came, I was told that it also has big mistakes, but now I insisted for them to be reviewed with me. The Orange office in Talpoit told me that they do not understand these bills. Both Gal and Meital told me NOT TO WORRY and they will go over them with me and I will only be charged for what was agreed upon. However, nether Gal and Meital have answered or returned any phone calls within the past week. Gal much longer.
I NEED TO REVIEW THE BILLS TO DETERMINE THE MISTAKES AND TO SEE WHAT YOU ARE ACTUALLY CHARGING ME. Until these bills are reviewed the list of problem CANNOT be complete. The list is only the items that were not completed witin an unreasonable time or what I found out by accident.

3)      I have no reception in my office in Maaleh Adumim. I have been told two weeks ago that within 10 days someone will come to Maaleh Adumim with repeaters. NOBODY HA CALLED ME.

4)      At this point I do not know what is true, what has been done. Please confirm that the VPN has been implemented with all the numbers that I sent to Gal and Meital. The VPN numbers should also include all calls to Orange representatives. The original list did not include Meital

Again, please call me and have a manager call me.



Posted in Orange Partner Agony, What We Ordered, What Orange Bills | Leave a Comment »