Hello, I'm hoping someone can help with a very frustrating issue. Basically, in 2008 we purchased an phone with a new orange sim for my daughter. She has upgrade her phone a couple of times since and in October this year, upgraded to an iphone 3gs. Unfortunatley, last week, she had her phone stolen. We contacted Orange who barred the Sim and then also blacklisted the phone. We are now in the process of claiming through our home insurance and they require a letter from Orange to confirm that we have requested the phone to be Blacklisted. However, Orange will not do this because they say the account holder is someone else. We recall that we had this problem sometime ago when trying to get a wifi code. Apparentley the SIM was registerd to a small company in Birmingham. We are not sure how this ever happened as we bought it New from Carphone Warehouse in 2008. We phoned Orange who would not discuss the matter with us but advised that we take proof of purchase in to an orange shop and they could do the letter for us. The orange shop in Cardiff told us that my daughter WAS the account holder but they could not do a letter. I phoned Orange again today who said I need to send proof of purchase to their correspondence address. The insurance company said they want all docs within 14 days.
Please can someone attempt to clarify what might have gone wrong here. How could Carephone Warehouse sell me a SIm that was preregistered to another company??

I suspect that they bought them from a distributor. I remember at the time some talks of SIMs being pre-registered by some companies, as it meant that people missed out on some of Orange's offers. (eg first months free texts)