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@TM
CYOA - a former colleague was with orange, they pissed her off, she beat the shit out of them (diplomatically) over the phone. refused to continue the direct debit and said the only way she would continue with the contract is if they sent her a bill each month for her to check over before she would send payment.
My ex then signed up to what she thought was a great deal but wasn't. they were charging her £200 for her phone (on a £45 tariff!!) and charging her monthly for tinterweb allowance. Made her ring back and kick off she got the phone for free and the internet included.
Maybe you should try calling back and speaking to someone else. Theey have to put you through to a superior if you request it. I hope you got her name to make a complaint.