Cellular Agony

Dealing with Phone Companies

Archive for the ‘Orange Meetings’ Category

BLACKMAIL

Posted by A Soldier's Mother on December 26, 2010

Elie is on the phone with Orange. They are now offering to open ONE line so that they can talk to us. They will not open my son’s line (Orange closes a soldier’s phone). They will not open Elie’s phone (he’s a volunteer for the ambulance squad).

My son’s fiancée is calling because she can’t reach Shmulik and is worried. She’s been trying for hours to reach him. After more than three hours on the phone, Orange has offered us a compromise: pay 10,000 NIS in up to 18 payments, and we will open the lines.

That is blackmail, Elie says. Simply blackmail. We have been asking for months for a representative to come and explain the bills. We do not know who owes what. Perhaps when you factor in the huge amount they took from us in the early months, against the monies they promised from the beginning, perhaps they owe us money.

Certainly, they have no idea – and there is no reason, until we meet, that we should have to pay this – other than blackmail – and that is what this is.

They told us if we pay them their blood money, they will open the lines until mid-January and within that time, they will meet us. Of course, they have been telling us that there will be a meeting for months.

Tomorrow, our fight begins. Orange has no idea of the wrath of a soldier’s mother. You do not cut off a soldier’s line without cause – and this was without cause.

Four hours on the phone, more time wasted. This is it.

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Progress? A Journey Begun?

Posted by A Soldier's Mother on August 19, 2010

Can a starved person understand that a feast set before him is actually for him? Can a blind man suddenly given site handle the many views the world has to offer? sounds melodramatic and yet this is to some extent where we find ourselves.

Orange actually called us back! Can you imagine. We are in the hands of two women working for Orange – Adi and Carmit. They seem as confused by the Orange bills as we are. They seem as interested in resolving it as we are.

I cannot speak for what they know – but for the first time, they are actually asking US to explain rather than telling us what they think might have happened.

They want to know what equipment we have – an excellent first start. This is indeed the first step in determining how Gal and his cohorts managed to take 16 Cellcom lines and turn them into 66 Orange lines.

The journey of a thousand miles begins with a single step. Resolution of 8 months of lies and dishonesty begins with a single line. Line by line we must understand what Gal did, how Liron and Eliron and Anat and David and Meital and Shelli and so many others covered it up and get to the truth of what we were promised.

Since we are speaking in such platitudes, I’ll continue – we stand on the edge of a new dawn with Orange. It could be yet another storm, yet another direction for lies and deceit. We must have answers to how it was acceptable to forge our names; how things we did not order were put under our name? Who handled the SIM card that we never received and yet thousands of shekels in phone calls were made?

Why were we charged top rates after being promised lower cost because we were so many phones? Why did Gal begin charging us for things he gave as promotional gifts?

How did he take 16 phone lines and multiply that into 66? Seventeen lines have miraculously dropped away…what of the others?

On and on – this is a long journey. It is one we will have to take before it is resolved, before we finish with Orange – or before we take them to court. The journey begins with a single positive note. Orange actually called us back!

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Customer Relations…Not

Posted by A Soldier's Mother on August 4, 2010

Yet another email after yet another lie from Orange. Another meeting scheduled and not met. Customer service called us after receiving one of these emails. They understood, they said. They were surprised by how badly things were being handled, they said. They wanted to help us, they said.
They would set up a meeting this week – get someone from “Top Business” who would be “neutral.” Okay, I admit, I was wondering how exactly someone who works for Orange could be considered neutral, but we are anxious to end this and so we agreed.

Then they called back and said, not this week, next week.

Now they simply aren’t calling back. Needless to say, Top Business hasn’t called back. This clearly doesn’t say much about their customer service, but then again, we have yet to see much good about their sales, their accounting, their honesty so, what’s another failed department?

Here’s today’s email – August 4, 2010 – Still Agonizing

Three weeks ago, after hundreds of attempts (emails, phones, meetings, etc.), we were FINALLY contacted by Customer Relations and told that we would get someone they called neutral to review all the problems in our account and attempt to finally resolve all the open issues. We were told we would be contacted shortly – it took a full week before anyone contacted us. They said they would set up a meeting…they canceled that meeting and said it would take another week.

They told us NOT to speak to Eliron or the Jerusalem Business offices but that someone from Top Business would contact us…it is now three weeks in which we have still waited. On Monday, someone called my Lazer and said they would call Binyamin to move this forward. Surprisingly (to none, actually), they did not call. Sadly, it appears that your Customer Relations department is as serious as your Jerusalem Sales office, your Jerusalem Business office and your Givat Shaul center. We are still waiting to hear how Orange will resolve all the money they took from us, the fraud they committed and the mistakes in all the bills. In the meantime, if perhaps you are missing some of our old emails, please feel free to catch up on everything on a special blog we have opened in your honor.

It is called Cellular Agony – for all the agonizing attempts we have made to deal with your various people – from Gal, the lier, to Eliron, the procrastinator, to Meital, Liron I and Liron II, Anat (who managed to give birth twice in one month), to Eliav (who threatened to use confidential information from our account for personal reasons), and on and on and on.

Still waiting for Orange…still agonizing, 

Paula

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Eliron and “THE” Meeting

Posted by A Soldier's Mother on July 22, 2010

So, Eliron of the Jerusalem office came to our office and met with us. It was a long meetings. We had prepared ourselves with a list. He’s a very busy man, interested in the bottom line and for him, the bottom line is Orange and money.

He came up with an interesting conclusion – we should pay our bill. We agree – how much is our bill? He stumbled and named a figure based on the Orange total. But wait, we said, you agreed to credit us for the lines you charged by mistake; you agreed to credit us for the SIM card that took a walk before it came to us (actually, it never came to us) and we were charged thousands of shekels. We called Orange and they said they’d investigate -another 1,500 NIS, WE demanded Orange close the SIM…Eliron said we’d get credit…then said it was in the “package” settlement offering.

We asked for someone to sit and explain what we are being charged per line and how we are being credited. Eliron said as soon as we pay, he’ll arrange the.

But…how do we pay for something without knowing what we are paying for. Eliron couldn’t quite get past that idea.

He told us to go to “any” Orange office and they can explain. We went to Givat Shaul. They refused to sit with us. They threatened my husband and son that they would call the police if they didn’t leave.

My husband demanded service. My son took a picture of the Orange representative who would not help us. The man stood up in a threatening manner and told my son that he was going to go into the Orange file, find out all my son’s personal details and personally sue him for taking his picture.

The police arrived. My husband explained what happened. The police listened and told my husband to get a good lawyer and due Orange for all they are worth. Sound advice!

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Early March…Orange Comes to a Meeting

Posted by A Soldier's Mother on March 6, 2010

Yes, it’s true. They finally came. Three representatives from the Jerusalem Field Office. Present at the meeting were:

David

Gal Morad (the original miracle worker who managed to take 16 lines and turn them into 66 lines by charging us for everything, plus everything he promised us for free, plus everything he didn’t tell us he was charging us for, plus stuff he didn’t even give us.

Meital – who spoke to us several times on the phone and assured us that there had been errors that would be corrected.

At the end of the meeting, the Orange representatives went outside and we watched from the window as David yelled at Gal. Of course, to us, it was a united front in which they tried to misrepresent and legitimize the lies Gal had told us.

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