Orange review: Bill payment not credited to account

Hello!

I wonder if you can help?

The following is a time line of what happened:

Some time during Nov/Dec 2023, our internet was disconnected at our house because of an overdue bill. We were not in Spain.

29/12/23-we returned to Spain and paid our bill via a non Spanish bank account. The receiving bank details of Orange were sent to us via text message from credit control.

2/1/24.-the internet was not connected. We called and were told our account was not credited with the amount paid.

For the whole of January and February, my husband or I called credit control almost everyday and were given varying levels of help.

We sent the documents via email from my bank to Orange from which clearly shows the bank account number and the swift and IBAN numbers.

They say they cannot find the money as it was sent from a USD account and the payment acc s in EUR.

We have since paid this bill and are now connected, but Orange still hasn't credited the original amount paid. It is 260USD/230EUR.

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