Wow, that's a great reply thank you. They're definitely not taking it seriously, they're taking their time getting anything resolved so more charges get added on. I'll make sure to involve Ofcom, is there anything specific I can say to Orange about Ofcom? I was going to go to Watchdog too, because no company likes bad publicity. In answer to your questions - I transferred the account into her name, or so I was told by the Orange operator, and she was paying the bills. I was told the second handset was apparently added by 'credit referral'? I'm not sure what this means; I don't understand how she could've possibly used my credit with Orange as a backing to add another handset if she wasn't pretending to be me - which is surely fraudulent activity? They say I confirmed the addition of a second handset using credit referral too, but I definitely did not allow it. I had no idea it had happened until they rang telling me the amount she had got the bill to. If this was the case then she must've pretended to be me when she called to add the handset - I never gave her my password, but she used to work for Orange so is it possible she knew the system and knew how to get round 'forgetting' a password and the questions? The only other option is that she knew the person on the other end of the phone from being a colleague and they just did it for her... I have the e-mail address of the executive office for Orange and have requested a System Access Request to get all information and notes on my account, so I can take this to a solicitor and hopefully get somewhere. The account's security was definitely compromised and it's Orange's fault for allowing a third party (as they're claiming she was) to add a handset without the account holder's permission. If they somehow do have evidence that I gave permission it certainly didn't come from me, which is fraud. I don't see how they can still be claiming I'm liable! I think they just want anyone to pay it, however they get the money.

I'm in a dispute with Orange at the moment, which has been going on for 10 months. I've sent three letters and got no reply at all! Basically my 'friend' ran up a bill in my name and changed my home address to her house, telephone number, password and security questions. She then added a second handset when they blocked the first one for her not paying the bills and continued running up a bill on the new one. Orange didn't contact me for permission (even though they're claiming I'm still the account holder and am liable). Because my home address has been changed if they had sent me letters I wasn't getting them. Since then it has been referred to a debt collection agency and the total now stands at £1470, from the original £450. This girl used to work at Orange so knows the system inside out. I don't know what to do about this, I've requested a System Access Request so hopefully the recorded phone calls to them will prove it wasn't me adding that handset and changing the address. Is there anything else I can do, anything I'm missing? If anyone has been in this situation please let me know how it was resolved, I really don't think it's fair I have to pay this.

I'm in a dispute with Orange at the moment, which has been going on for 10 months. I've sent three letters and got no reply at all! Basically my 'friend' ran up a bill in my name and changed my home address to her house, telephone number, password and security questions. She then added a second handset when they blocked the first one for her not paying the bills and continued running up a bill on the new one. Orange didn't contact me for permission (even though they're claiming I'm still the account holder and am liable). Because my home address has been changed if they had sent me letters I wasn't getting them. Since then it has been referred to a debt collection agency and the total now stands at £1470, from the original £450. This girl used to work at Orange so knows the system inside out. I don't know what to do about this, I've requested a System Access Request so hopefully the recorded phone calls to them will prove it wasn't me adding that handset and changing the address. Is there anything else I can do, anything I'm missing? If anyone has been in this situation please let me know how it was resolved, I really don't think it's fair I have to pay this.