I'm having the exact same problem and I'm getting quite frustrated. Topped up 25th August, before the free bundle of 300 texts ran out for that month. They wern't applied by Friday 27th as I noticed the balance was down, called on the 27th was told I'd be refunded and the bundle applied within 24 hours.
Still wern't on by Friday 3rd, called again and was told 2-24 hours. Nothing by Monday morning (today 6th), called and was told it would be done in 2 hours. Called again 3 hours later and was told it would take 3-5 working days. Called again and was told he was emailing the billing team and ended up putting me on hold for 14 minutes.
There is next to no credit in the phone - which is needed and I don't see why we should put more credit in the phone when this is clearly Orange's mistake.
Would love to be able to sort this out by email prior to a written complain.
Please confirm a reference number for me,