{"provider_url": "https://www.theguardian.com", "description": "After threat of bad publicity company finally refunds \u00a3544 plus \u00a3200 for inconvenience caused by its mistake", "embeds": [], "safe": true, "provider_display": "www.theguardian.com", "related": [], "favicon_url": "https://static.guim.co.uk/images/favicon-32x32.ico", "authors": [{"url": "https://www.theguardian.com/profile/annatims", "name": "Anna Tims"}], "images": [{"caption": null, "url": "https://i.guim.co.uk/img/static/sys-images/Guardian/About/General/2013/11/28/1385645862182/Hand-holding-Apple-iPhone-009.jpg?width=1200&height=630&quality=85&auto=format&fit=crop&precrop=40:21,offset-x50,offset-y0&overlay-align=bottom%2Cleft&overlay-width=100p&overlay-base64=L2ltZy9zdGF0aWMvb3ZlcmxheXMvdG8tYWdlLTIwMTMucG5n&enable=upscale&s=91cba8424b8aef1f6fd33f7de0d543a5", "height": 630, "width": 1200, "colors": [{"color": [160, 147, 242], "weight": 0.593505859375}, {"color": [24, 24, 34], "weight": 0.170166015625}, {"color": [69, 49, 60], "weight": 0.050537109375}, {"color": [227, 241, 240], "weight": 0.033203125}, {"color": [218, 220, 50], "weight": 0.03173828125}], "entropy": 5.837865078, "size": 62083}, {"caption": null, "url": "https://i.guim.co.uk/img/static/sys-images/Guardian/About/General/2013/11/28/1385645862182/Hand-holding-Apple-iPhone-009.jpg?width=465&dpr=1&s=none&crop=none", "height": 276, "width": 460, "colors": [{"color": [159, 144, 233], "weight": 0.5654296875}, {"color": [189, 179, 252], "weight": 0.126708984375}, {"color": [22, 19, 28], "weight": 0.10009765625}, {"color": [71, 50, 58], "weight": 0.0986328125}, {"color": [80, 223, 239], "weight": 0.03125}], "entropy": 5.847873240915028, "size": 17961}, {"caption": null, "url": "https://i.guim.co.uk/img/uploads/2025/05/30/Anna_Tims.png?width=180&dpr=1&s=none&crop=none", "height": 150, "width": 180, "colors": [{"color": [81, 108, 75], "weight": 0.670654296875}, {"color": [233, 236, 241], "weight": 0.22119140625}, {"color": [210, 175, 157], "weight": 0.108154296875}], "entropy": 2.8725822833155137, "size": 11529}], "cache_age": 86400, "language": "en", "app_links": [{"url": "gnmguardian://money/2013/dec/01/orange-sim-card-mistake-refund?contenttype=Article&source=applinks", "type": "ios", "namespace": "ai", "app_store_id": "409128287", "app_name": "The Guardian"}, {"url": "gnmguardian://money/2013/dec/01/orange-sim-card-mistake-refund?contenttype=Article&source=twitter", "namespace": "twitter", "type": "ipad", "name": "The Guardian", "id": "409128287"}, {"url": "gnmguardian://money/2013/dec/01/orange-sim-card-mistake-refund?contenttype=Article&source=twitter", "namespace": "twitter", "type": "iphone", "id": "409128287", "name": "The Guardian"}, {"url": "guardian://www.theguardian.com/money/2013/dec/01/orange-sim-card-mistake-refund", "namespace": "twitter", "type": "googleplay", "name": "The Guardian", "id": "com.guardian"}], "original_url": "http://www.theguardian.com/money/2013/dec/01/orange-sim-card-mistake-refund", "url": "https://www.theguardian.com/money/2013/dec/01/orange-sim-card-mistake-refund", "media": {}, "title": "Orange sent iPhone instead of Nokia sim card - and charged accordingly", "offset": null, "lead": null, "content": "<div>\n<strong>I lost my sim card and called <a href=\"https://www.theguardian.com/business/orange\">Orange</a> to order a replacement. I received a micro-sim, which was unsuitable as I don't have an iPhone. I then found that Orange had charged me &#163;544.42 which has taken me beyond my overdraft limit and is racking up penalties every day as well as six &#163;25 charges for non-payment of my direct debits.</strong> <strong>Orange said an agent had erroneously ordered me a new iPhone, hence the unsuitable sim card, and blocked my existing Nokia phone. I was promised a refund within three days but, despite calling regularly, I have received nothing four weeks on and it took three days and four calls to get them to unblock my Nokia. </strong> <strong>The unwanted iPhone has since been delivered and Orange now says I will receive a refund within 20 days of it being returned. This means I'll have spent two months with companies chasing me for failed payments. </strong><em>JB, Manchester</em> <p>Unbelievably, it's not until the prospect of a headline looms that Orange decides to address your plight. After weeks of conflicting information and false promises it discovers it did translate a request for a replacement sim into an order for an iPhone 5s.</p>\n<strong>If you need help email Anna Tims at </strong><a href=\"mailto:your.problems@observer.co.uk\"><strong>your.problems@observer.co.uk</strong></a><strong> or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.</strong> <p>Naturally it did not wish to be parted from this windfall it had arranged for itself, but to please TheObserver it has now returned your money and added &#163;200 in goodwill, which will barely cover your phone calls and bank penalties. Hopefully, though, you will be mollified by its apologies for the \"inconvenience\" it caused you.</p>\n</div>", "entities": [], "favicon_colors": [{"color": [0, 47, 106], "weight": 0.149169921875}, {"color": [0, 0, 0], "weight": 0.0498046875}, {"color": [248, 249, 251], "weight": 0.043212890625}, {"color": [147, 169, 193], "weight": 0.0078125}], "keywords": [], "published": 1385881320000, "provider_name": "the Guardian", "type": "html"}