Unlocking an iPhone 5 bought from Apple, locked to Orange

Hi all, hope someone here can help me.
I bought my mum a 2nd hand iPhone 5 for Chrsitmas. The phone was bought from Apple directly so was unlocked but the bloke used his contract Orange sim in it for a few weeks. That sim is no out of contract and the bloke has left them.
My mum wants to use her 3 PAYG sim in it but Orange have now locked it which seems harsh seeing as the phone was never in contract with them, just the sim was.
I have submitted a form through Orange/EE website to get it unlocked which can take up to 20 days. As the phone number used to lock the phone is no longer in use I'm just wondering how this works now? I've had an email confirmation to say they ahve recieved the request and to await a further email in 20 days.
Can we not take the phone to Apple to get it unlocked or do we have to wait for Orange? Seems silly that they have sim locked it even thought the phone was never on contract with them.
Hope this has made sense to someone and that someone can hopefully give me some advice!

ONLY Orange can unlock it.
No one else at all.

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