I think this is the last straw with Orange.

I broke the screen on my M3100, and Orange swapped it out on Saturday under
the Orange Care insurance. Unfortunately, the refurb they replaced it with
had a faulty keyboard.

When I called them yesterday to get a working replacement, they said that
because I have another phone 'paired' with my account, the insurance
department was wrong to send out the replacement they did. They said they
would investigate further and call me back today.

Today, no call - instead my new phone was blacklisted. When I called they
explained that the insurance department placed the block but they close at
5pm and will not deal with the situation until tomorrow. They have also
passed the details to the European IMEI DB of stolen phones.

Although this is quite obviously unacceptable customer service - it's not
particularly fun to be branded a thief - have they actually done anything
wrong here? Have they broken either Ts and Cs, or the law, particularly with
regards to data protection?

I'd really appreciate some expert opinion.

Benedict.