Hi all, My partner has just got off the phone in tears and I could do with some advice from you knowledgable bunch before I pursue. Background: She got an account when she was 13, she hasn't used for years. It looks like a mobile phone company (orange) have been taking £2.99 a month since 2008. The credit in the forgotten account ran out in Jan and today, my partner received a call to say that they want to know how the accumulated monies (now some £250) would be paid. When we asked what these were they said £6 a day in overdraft charges. Whilst the account has technically been used, they should have noticed that it is one payment a month and that it was probably forgotten about. To charge £6 a day for 3 month with no contact (apart from an apparent letter?) I consider to be irresponsible and not acting the best interest of their customers. Would you agree? Conversation with employee: The gentleman who called was incredibly petulant and kept saying 'you need to take responsibility'. He contined to argue even though my parter was trying not to. When my partner said she was on job seekers allowance as she is studying a degree, he said he would reduce the bill to £60 if it was paid in 28days. He then requested her outgoings and when she said she used all her money on bills and food he said 'then how are you going to pay for it?' She said she was hoping someone would lend it her and to which he said 'well I am not doing you the deal then' and contined to call her irresponsible. We asked for his name and he mumbled. So we asked again. I couldn't understand so I said spell it 'Aaron' he said. 'And your surname?' 'We aren't allowed to give them.' He the carried on arguing so we thanked him and hung up. Advice: 1) can someone advice the best approach to sort the credit? Go into branch? Letter? Complain online? 2) how can I make a formal complaint against the employee. I want to know who he is an take legal action against him personally. My partner has been in tears all day and I think treating people in that way is unacceptable. I want the recorded conversation etc. Can someone advice how I should pursue this - letter? Solicitor directly? Thanks all, really appreciate any help you have. Jamie