Can someone advise me please. Sick with Worry.

[LosingTheWillToLive]

I don't know where to turn. I've been living in absolute denial for the past few days and every time I think about this problem, I feel nauseas.

I received my Orange mobile bill a few days ago; it was odd for me to look at it as I never stray over my limit but this time, I did. My usual £35 contract was instead over £600. I started to physically shake as soon as I saw it. I've examined it and apart from a few texts and picture messages that I sent whilst I was in France a few weeks ago (which I completely remember sending) the rest apparently is internet usage.

I clearly remember using Google once or twice and I tried to download a free mosquito repellent App (unsuccessfully) but nothing apart from that. Nothing.

I've also recently had a call from Barclays Fraud Dept who had to stop my card due to fraudulent activity on my account. I feel sick with worry if I've not noticed other monies going missing from my account, and even sicker when I think of the Orange Bill. I really don't know what to do, or where to turn. I know I need to contact Orange (money is taken out on the 9th) but I can't bring myself to do it.

Are these two connected somehow? It seems odd that they've popped up at the same time.

I'd appreciate any advice you can give me here.

Even if data roaming were on, it would not cost £600. And Losing would have noticed if she were regularly receiving emails.

DH says it is a £35 cap on data roaming and oyu have to be informed if you go over that and if it goes over that, they hvae contravened an EU law and they have to have your permission to go over the capped amount, please do challenge this with Orange, you should not have to pay this outrageous amount, esp. with everything else that is going on...

Oh, well done, Lulumama's DH

here is the info about the data roaming cap.

If they didn't send you a message, then they cannot charge you.

Sorry if people have already said this but you gave to switch off your Internet access whilst you go abroad or most phones (particularly smart phones) will continue to access it. However, I had a huge bill like thus once and was able to appeal because I combed through it and found that one instance of data usage was when I was on the plane, mid-flight, with the phone off. Because I was able to prove that one with ticket stubs, etc I was then able to argue that they couldn't prove that they hadn't made an error with all the other charges too. Mine was with Vodafone but they erased the entire bill for me. I don't know if Orange would do the same but if you talk to them they'll be able to sort out a payment plan for you if you do have to pay.

DP just reminded me that Orange 'bounce' around looking for a signal a lot and will charge for this if your phone is on. £600 does seem a lot so I think you'll be able to pick holes in this if you get an itemised bill.

Did you explain your DH's situation to the advisor? Perhaps you could try to be more assertive - explain the problem, that there is no one else to deal with it except you and therefore they have to help you find a solution. Ask to speak to someone senior if necessary.

By law they are not allowed to give account information to anyone else apart from the account holder, especially when it relates to billing information. The advisor could be sacked if he did.

The way around it is to ring up when you're close to your partner, put your partner on the phone briefly to confim it's ok to discuss the account with you, and then you can deal with the rest.

My DH once had a three and a half grand phone bill with Orange when he left his GPS on and went to China. Luckily his work paid it.

I had the same experience over a period of six months with Orange and used to dread the arrival of the bill as I was being charged for internet charges I knew nothing about; and the amounts were much smaller than your bill. However I have just had a nice big cheque from Orange after I pursued them about it. You need to call them immediately and ask for all data connectivity from your phone to be cancelled (assuming you don't want to continue using the internet from your phone). Smart phones are just too dangerous when it comes to the internet - it seems that they can be receiving background downloads without you knowing anything about it. If you contact them now then you can't be held liable for any further charges. You then need to write to their customer services (I found phoning or using the online service facility got me nowhere) and explain that you know absolutely nothing about the internet usage. Unfortunately Orange don't help themselves by being completely unable to identify the websites that your phone is accessing. Even after writing to them I had to write a follow-up letter requesting a response. Keep calm, write the letter and give yourself some time to get over the shock of the bill.