Thank's Folkes... this is complicated because the payments were made from an account with my Mum... and she died in March last year. It's been difficult to deal with all this, but I'll try your suggestions and keep going with this. Orange had no right to treat her this way.

Hi folkes... This is my first attempt at using CAG... so I hope I am starting the right way! Orange is giving me problems... I was a customer of theirs for 18months, ending in January this year. Despite the fact that they continued to take the money every month, they did not provide me with any broadband service for a period of about 5 months. Despite many, protracted, and extremly frustrating calls to their customer helpline (mis-named ... very unhelpful) no service was restored. So I left. Another problem... they continued to take payments from the bank after my contract ended! Now, they have admitted they were wrong to take this money... and they always promise that a cheque will be sent "on the next billing cycle". No cheque has ever been received. What can I do to: 1. force these people to refund the payment they admit is due, and 2. can I pursue them for the payments covering the period when they provided no service? Where do I start?