I'll try make this story as short as possible.
My father currently has a phone contract taken out from an Orange local store since July and till now has only used his phone for around 7 minutes. This is because the provider (Orange) blocked his account via the fraud department - after visiting the Orange local store repeatedly bringing additional identification and talking to customer services it turns out that my father allegedly made £200+ worth of international calls.
After lengthy protesting these claims and with the company checking all of their systems (perhaps with every provider they used multiple systems to check someone's account and calls - IMEI, phone number, SIM number, account number) they concluded that indeed my father did not make the calls.
BUT here's the icing on the cake - turns out that 6 days after my father took the contract someone used his details and account number to make another number and used that to make the international calls - FURTHERMORE the customer services on the phone suggested that it might of been an "inside job" as in a staff member from the store must of only had the means to do this for only they had a copy of my father's details.
As of this date and as instructed by the company we have cancelled the direct debit and not used the phone while this is being investigated and till they call back with their conclusions.
The second layer of icing (Yes there is still more)? My father is still being sent invoices for the contract! He has been paying the line rental since July for only being able to use the phone for around 7 minutes! He is left to use an old phone with a PAYG sim (What happened to being on contract to save money...) while all of this has been going on!
My father (obviously) no longer wants this contract with this provider. I have been given the task to speak to customer services and ask/demand (whatever) the cancellation of the contract.
NOW here is my question.I know my father is obligated to continue the contract for he signed it but since this is a unique circumstance is there anything I can use when talking to customer services to cancel the contract?
Like for example if they breached their terms and conditions, did not follow trading standards etc? Is there an institution which I can forward my complaint further if I'm unable to cancel the contract by customer services?
Thank you for having the patience to read all this and I would really appreciate any feedback/advice.