How Rude!

I think the person who sounds like they could be an Orange employee could do with a change of job!
Calling customers whingers because they have a complaint about a service is not polite and tends to validate the views expressed on this blog rather than persuade people that Orange staff are polite and helpful it rather suggests the oposite.
As for everyone being overbilled, I am sure you are right. That does NOT however make the practice acceptable. If that is your attitude you really should get out of that job. I just hope it is not that attitude of the Orange Company as well as your own.