It's frustrating when call centre staff aren’t able to resolve basic administrative problems or override systems when it is evident that a customer is out-of-pocket. It is not the level of customer service you expect when you enter into a long-running contract.
However, we are pleased to say that having passed on Poojah's complaint to Orange, the outstanding credit on her account has now been repaid. It claims that the delay was because of a technical error.
A spokesperson for the company said: "Thank you for bringing the case of Poojah Shah to our attention. We have now resolved this to the customer's satisfaction and would like to apologise for any inconvenience caused."