Help with Moorcroft/Orange/Carphone Warehouse

scottmu65

Hey guys

I am new here and just wanted some advice on an ongoing dispute with Orange, Carphone Warehouse and Moorcroft Debt Recovery. Here is an outline of my story.

In November 2007 I took out an 18 month mobile phone contract with Orange along with LifeLine complete mobile phone insurance with CPW, the contract was £35 for 500 minutes and unlimited text messages, one of the perks of the LifeLine insurance was that after 9-10 months of being in the contract I could cancel my contract with Orange and take out a new contract if I wished to do so.

In August 2008 I decided that I wasn't happy with Orange anymore as I never once paid £35 a month, it was at least £40 including VAT etc, and once £90, so I decided to cancel my contract with the insurance policy, I phoned CPW and requested this and they obliged, I took out a new cheaper (and better) contract with T-Mobile, I received my new mobile and contract the following day, they assured me everything was in order.

At the end of September 2008 I received a bill from Orange claiming I owed them for September, I rang up and explained there must be some mistake as CPW should have cancelled my account, they said they had received no word and my account was still active. I phoned CPW straight away and was told that in order to cancel my contract I had to take my old mobile phone along with accessories and insurance documentation to my local CPW store and pay an excess of £29.95 and have the contract cancelled in store, I wasn't happy about doing this as I hadn't been told originally that I had to. After taking the mobile phone etc. into the store I was told that it didn't work that way and that LifeLine had to deal with it. Again I phoned LifeLine and Carphone Warehouses sales team and made a complaint which they told me they would look into and get back to me, and in the meantime I should try and take my phone back into the store again, basically I never heard a word back and of course the store wouldnt do anything, my father even went into the store with the items at one point on my behalf and was told the same thing.

So to cut a long story short after various phonecalls between Orange, CPW and LifeLine nothing was done, Orange kept telling me that it wasn't their problem although at one point a helpful lady on the phone put the account on review so that I wouldnt receive anymore bills.

Then Moorcroft got involved, on the 5th March 2009 I received a letter from Moorcroft basically saying I owed Orange £170 plus additional charges amounting to around £284 and they wanted it by the 10th March, just 6 days away from me receiving the letter. I immediatley rang up CPW and made another complaint, after over 30 minutes of repeating myself to the complaint team they finally told me they personally couldnt do anything but would log my complaint, I was furious. I got straight on the phone to Moorcroft to dispute the debt, they refused and the very rude man on the phone just kepyt pressuring me to pay some of it there and then, he even stooped so low as to try and get me to pay just £5! I assume in getting people to do this they can say in the future that by paying some of it makes themliable to pay the rest.

I phoned my soliciter and she advised me that these companies relied on the bullying, harrasment and pressuring of people to pay up, she said that I should write a letter of dispute to Moorcroft and they had to acknolwedge, and also a letter to CPW requesting that they pay the debt. So I did, I also sent a copy of my CPW letter to Moorcroft as additional support to my dispute. After about 2 weks I receive a letter from CPW saying they received my complaint and would 'investigate' the claim. I hadnt heard anything from Moorcroft, until today.

Today is the 24th March 2009 and I received a phonecall to my home number from Moorcroft at around lunchtime. They started asking for details such as D.O.B. and address etc. then just basically said that I am liable to pay even more legal charges if I didn't pay up and that I may be taken to court etc. etc. I explained calmly that I had sent a letter of dispute to them stating reasons etc. to which she replied 'Well we haven't received anything' and she asked why I disputed the claim, I explained in brief that CPW should have cancelled the contract but didn't, but she kept saying that 'well how can it be CPW's fault that you have unpaid airtime bills from Orange, I just ecplained that they were standard line rental/contract bills, the bills that shouldnt have been sent to me, but she wouldnt have any of it just kept saying that it was my fault and that it couldn't possibly have anything to do with CPW. I eventually got angry, shouted at the woman saying that I had fairly disputed it and they had to acknolwedge, and that I didnt want them to contact me again.

Now I am at my wits end, I really don't know where to go from here, I need some advice and hope someone here can help me even just a little.

If needed I can post copies of my letters to Moorcroft and CPW.

Thanks in advance.

Lovella

I cant offer help I'm afraid, but I'm sure others on here will be along soon. I've had dealings with Moorcroft and they are a nightmare.

scottmu65

Lovella wrote: »

I cant offer help I'm afraid, but I'm sure others on here will be along soon. I've had dealings with Moorcroft and they are a nightmare.

I hope so, at the end of my rope with it all, I know people out there are having a worse time than me with things like this but I have so many other problems at the moment so this is ontop of it all is just taking the biscuit

RAS

Hi

Your problem is CPW and Orange so you might be better off posting on the phones forum. When you get that sorted, you need to insist they take the default off your credit record as well

With respect to moorcrap, refuse to answer security questions.

scottmu65

RAS wrote: »

Hi

Your problem is CPW and Orange so you might be better off posting on the phones forum. When you get that sorted, you need to insist they take the default off your credit record as well

With respect to moorcrap, refuse to answer security questions.

I understant that this is all CPW, I have been in touch with Orange and the woman was very sympathetic but informed me it is no longer in their hands, it is all Moorcroft now.

RAS

It is not in Moorcrofts hands if you should not be paying this money. it is for CPW etc to sort out and call moorcroft off.

You need to right a formal letter of complaint based on nyour first post to all CPW, Orange and Lifeline and demand that they collectively get their finger's out and remove all trace of this debt from your credit record.

Check on the phones forum but I think Ofcom covers mobiles and I bet they can give you the contact details for some high ups who can kick butt.

10past6

scottmu65 wrote: »

it is all Moorcroft now.

It's not Moorcrap, Moorcrap are only an agent doing as they are told, your dispute is with CPW

scottmu65

10past6 wrote: »

It's not Moorcrap, Moorcrap are only an agent doing as they are told, your dispute is with CPW

I understand that, what I meant by it was that was what Orange told me, thanks for the advice everyone, ill try and contact Ofcom and have a browse through the phone forum.

scottmu65

Yeah just looked on Ofcom.org.uk, they deal with telecommunications, getting their number as I write this.

scottmu65

Just had another call of Moorcroft today, different person again, asking for details, I refused, they said the case was becoming critical, i stopped him and told him that legally he had to take into account my letter of dispute and oblige, I also told him I was seeking legal advice so he said they hadnt received any letter and said it may be taken to the next stage, when I asked what that was he said he couldnt say under the data protection act then asked for details again, to which i simply refused, told him I was prepared if they took it to the next stage and they hung up

LESLEY192

Hope this helps a little , one of my husbands friends actually works for moorcroft and she has told my husband about the training they recieve and how to use certain tactics to make people pay,she also told him of the doorstep calls and how much commision they earn.Although they threaten court action they dont actuallydo anything especially for low amounts of money it would cost them with very little if no chance of getting anything back.I wouldnt let this take up any more of your time and i realy wouldnt worry about it ,its not worth it:j