I bought DS1 a new Orange mobile last week.
The sales assistant offered us a Rio II that has internet on it. When I said words to the effect of "You must be joking, that will cost us a fortune in charges" he assured me we could change the PAYG price plan so DS1 would get free internet use on the phone. I agreed and we bought the phone.
On the way out, I said to him "Are you sure we don't have to do anything more in terms of the new price plan, it will be on Dolphin, won't it?" to which he replied, "Yes, it will all happen automatically in the next hour".
Scroll forward a week and DS1 announces all £18 of credit has gone, and announces Orange seems to be charging him for surfing as all he has done all week is sent a few texts. Upon inspection of the phone, this seems correct.
We go into the nearest Orange shop. They refer us back to the Orange shop where we bought it.
We wait in the other Orange shop. A bored, sullen assistant eventually asks us if we need help. I explain the problem, and I am then left to wait for 20 minutes, not quite sure what is going on. Bored, sullen assistant looks into middle distance and plays on her computer a bit while manager goes into back office. He returns. I am told that I should not have expected the price plan to be updated straight away, and it took a week "because it happened over the weekend when they were busy". I did not buy the phone at the weekend, I said, and we were the only customers in the shop at the time. Sullen assistant says price plans can't be changed in the middle of a month. 
(It's a PAYG phone!) They both said that the price plan switch should happen in the next hour. I asked for the roaming charges to be refunded. They said they couldn't do that.
I say that I will have to make a complaint about the phone being missold, I was assured twice there would not be any roaming charges but that had not been the case. I ask to know who originally served me. The manager disappears out the back again, assistant goes in as well, they close the door. I wait another 15 minutes. Another assistant comes into the shop and speaks to the manager through the door. I ask to speak to the manager through the door as well, explaining that I have been there 25 minutes and I am still no further on, and the other assistant says "You can't do that" and slams office door.
AIBU to think that 1. They were very rude, and 2. They actually forgot to change the price plan and are covering something up.