I lost my sim card and called Orange to order a replacement. I received a micro-sim, which was unsuitable as I don’t have an iPhone. I then found that Orange had charged me £544.42 which has taken me beyond my overdraft limit and is racking up penalties every day as well as six £25 charges for non-payment of my direct debits.
Orange said an agent had erroneously ordered me a new iPhone, hence the unsuitable sim card, and blocked my existing Nokia phone. I was promised a refund within three days but, despite calling regularly, I have received nothing four weeks on and it took three days and four calls to get them to unblock my Nokia.
The unwanted iPhone has since been delivered and Orange now says I will receive a refund within 20 days of it being returned. This means I’ll have spent two months with companies chasing me for failed payments. JB, Manchester
Unbelievably, it’s not until the prospect of a headline looms that Orange decides to address your plight. After weeks of conflicting information and false promises it discovers it did translate a request for a replacement sim into an order for an iPhone 5s.
Naturally it did not wish to be parted from this windfall it had arranged for itself, but to please The Observer it has now returned your money and added £200 in goodwill, which will barely cover your phone calls and bank penalties. Hopefully, though, you will be mollified by its apologies for the “inconvenience” it caused you.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
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