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My sister was wrongly advised to change her Orange call plan when an advisor called her last year (advisor reduced it to 100 mins - saying this was best suited to her use), her normal average usage of 300 mins meant she went way over her allowance for a few months. Also we found a number of charges to calls with no number. Foolishly she never checked her account or the advice she was given and only became aware of the situation when Orange blocked access to her online account and started sending letters demanding £300-ish. After approx. 15 calls to Orange their stance was 'an advisor would never do that', several times they hung up, one person told her to f-off. They wouldn't explain the calls either, their stance was 'that is normal'. Phone calls promising to look back into the account have never materialised. I decided to put things in writing and we wrote and sent a letter recorded delivery asking (yet again) them to investigate the problem and provide details of dispute resolution. True to form no reply was received, they say they never received the letter (they did). Now a threatening letter from Moorecroft has arrived, we called Orange and they say it's nothing to do with them now, but they will investigate and call me back, they refused to give a time frame. Anyone offer any advice on how I can break through their stone wall? The communication feels 1-way, they promise to investigate but just keep escalating it. Thanks