Cellular Agony

Dealing with Phone Companies

Posts Tagged ‘fraud’

THREE Weeks to Open a Phone

Posted by Paula on February 9, 2011

That’s right. According to Israeli law, cellular phone companies have no right to hold your phone hostage. They must now open them for free.

So, as law-abiding citizens, we approached Orange and asked them to open our phones. After weeks of procrastinating and giving us the codes a few at a time and dragging it out, they admitted the truth – they are doing this on purpose. They refused to open my iPhone until I paid my bill.

“You are breaking the law,” I told the support person. “Honestly and truly. And we don’t even OWE Orange money.”

Days later. More calls. Almost daily, my son has been calling and spending endless amounts of time trying to get my phone opened while I walk around with an old phone. I have been carrying my iPhone around for the Contacts. Carrying the new phone to call people.

Finally today, after three full weeks, we finally got my phone opened. It is a small victory but I’ll take it as the first of many to come.

When I first started this battle. All I wanted was for Orange to fix the billing and Gal’s lies. After a while and more damage, I just wanted out.

Tell them to take their stinking phones and their stinking service, I told our wonder workers. I don’t owe them; they don’t have to pay me – just end this agony.

As the manager on the phone nastily told my son the other day in yet another lie (he claimed they had offered to cancel the dozens of lines they incorrectly were charging us for) – that offer is off the table.

I have never, in 50 years of living, been so determined. What Orange has done to us is illegal. But more, it is obscene. It is an abomination, a betrayal of our trust.

It is theft of time, of money. And for once, for once, we will sue them, we will beg the courts to understand the damages they have caused to our lives, to our family, to our business.

Just today, my daughter’s teacher said – I was trying to reach you for a few weeks and couldn’t get through. Orange, I explained – but now things are fine. We are will Pelephone.

“WHAT is with your phone?” a colleague asked me. I am in the midst of planning a national conference. “How can you close your phone?” she asked.

I didn’t close it, I explained – Orange did. I told her about the blog; I told her what Orange had done. Two simple words were her response, “Sue them.”

From here to the next world and back again, I responded.


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A Message for Gal

Posted by Paula on February 7, 2011

It was so interesting to meet you. You are so charming, so helpful. You were helpful when you promised that Orange would not bill us until we had completed our dealings with Cellcom. You lied.

You were so helpful when I told you months later that Orange was taking money and I didn’t know why. You said they shouldn’t have, and you would check it out. You lied then too.

You told my husband that he needed to sign the contract and he gave you his electronic signature. You were so helpful when you put it on another 40+ pages that he didn’t sign. That’s apparently called fraud.

You were so helpful when you stamped my corporate stamp on the places you wanted me to sign. Except the one that you must have missed. But it’s okay, apparently “someone” signed the page with my signature anyway – of course, that’s called forgery.

You were so helpful when you offered to give us new SIM cards to replace the confusion of which phones went with what SIM card. Of course, you then activated both sets and helped Orange to charge us for 66 lines as compared to the 16 we had ordered. That’s called deceit.

Yes, you were so charming and so dishonest. And now we find you’ve done the same thing to others. And we’ve told Orange this…and yet, you still work there. Isn’t that proof that Orange rewards dishonesty?

I wonder if you cheated anyone else today; if you took someone’s account and began someone else’s cellular agony today as you created mine a bit over a year ago.

I wish you could read English. I wish you could understand this blog or that someone would read it to you. I wish, truly wish we never had the misfortune of meeting you or the company you work with.

The good news, I keep telling myself, is that soon the lawyer will deal with this. Soon, I think, very soon, you’ll have to appear in court and explain yourself. That will be interesting. I wonder if you will be charming; I wonder if you’ll smile. More…I wonder if you’ll lie.


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Still Trying to Remind Them

Posted by Paula on August 1, 2010

It has been almost 8 months since an email was sent to Gal detailing the points of our meeting. Here we send it again to yet another Orange representative. Meanwhile, we have miraculously been credited for about 17 telephone lines. Let’s see….we started with 16, Orange turned that into 66, and now we are down to only 50. Maybe we are getting somewhere….maybe….

Email sent to Customer Service (an internal division reacting to our endless emails and requests). We’ve now been told to give up on trying to get Eliron to listen, never mind the most elusive Gal.

We are now, once again, being told that “Top Business” will contact us…the ball is firmly in Orange’s court.


Hi Carmit,

This email is one of the emails we discussed. It was written before Orange identified that there was fraud done by their sales people.

I wrote this as a method to complete open issues. See the completion dates.

You should have several copies of this email. Copies of this email were sent to several people in FirstClass, Premium and Top Business departments.

I have sent many emails to various people at Orange. Since you are not the person that will resolve the issues; I do not want to burden you, by sending over a 100 old emails.

In the meantime, just in this past week, we have identified additional cases of fraud performed by people at Orange.

I understood from you that Monday (tomorrow) I will be contacted by someone from Top Business that will help identify and resolve all issues. I look forward to fixing this mess and moving on with my life and business.


(Email from January 17th)

Posted in Orange Partner Agony, Our Emails | Tagged: , , , , | 1 Comment »

Eliron and “THE” Meeting

Posted by Paula 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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