Cellular Agony

Dealing with Phone Companies

The Black, The White and the Gray

Posted by Paula on January 20, 2011

You’d think, by now, that there isn’t much more Orange could do to surprise us and yet, you’d be, amazingly enough, wrong.

We have been trying to resolve this situation for months. We have all but begged Orange to meet with us. We wrote and called and explained that without an understanding of how, how in God’s name Orange got us to 66 lines and how they managed to charge us 4 times what we were paying…we could not see how we were being asked to pay to much.

Our last bill, before they shut our lines, had reached to a bit over 32,000 NIS. That’s about over $7,000 for those of you working in dollars. So they closed the lines and we hit the jackpot. We met a team of amazing people who understood that what Orange was doing was wrong. More, they understand how cellular companies work.

So they began to help us. We hired them to figure out the accounting. How much we owed Orange…or, amazingly enough, how much Orange owes us.

If you ask Orange, we owe them 32,000 NIS+. But why would we ask Orange anything? When have they ever been honest with us?

So our wonder workers asked Orange to give us some time to figure it out and asked for a series of reports that they know the phone company keeps. It’s easier to manipulate the numbers and output all that we have been asking for many months. What we thought was so complicated, is actually quite simple. It was just that Orange didn’t want to bother.

It’s a matter of calculating the black, the white and the gray. The black and the white are the numbers that are easy to calculate. How much we owe Orange for phone calls (less the virtual private network credit they promised us but never activated and less the strange SIM charges on the line we never received).

The black and white includes, according to our wonder workers, what any normal, logical mind would conclude. If you haven’t used a phone line in 14 months, chances are something is wrong and likely, when the person to whom you gave the phone line says they never got it…they are likely telling the truth. So, for now, our wonder workers want to calculate the black and the white. The gray is all that Orange lied about – or promised us verbally. To our credit, they have changed the billing in our favor in a number of points so they cannot retroactively claim something else. The gray is the virtual network, the iPhones, and other gifts Gal gave us. And yet, Orange will have to go to court with something that beats our Cellcom bill, or explain why any normal person would move from one company to another after 14 years…only to have their bill multiplied by 4.

So, our wonder workers asked for reports to get this information, to do what Orange has refused to do – to determine what is black, what is white, what is gray. But Orange strikes again…

Orange is not giving us the reports we need to solve this problem. Orange has ignored repeated letters demanding they open our lines, demanding they minimize the tremendous damage they are causing our business. Orange even refuses to give us the reports we need to prove our claims.

In the meantime, we are cautiously meeting with the other cell phone companies. We no longer trust salespeople. We will explain everything, they say. We don’t believe them.

We have a great deal…yes, Gal said that too. You’ll have a personal contact at the company that you can deal with. Oh, Gal promised that to us too. So many lies. It is so hard to trust.

They are amazed by what Orange has done to us. Amazed by the lies, the corruption, the fraud.

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