Orange incorrectly updated credit file

wurlycurly

Hi,

I don't know if anyone can help. I started a new contract with Orange in Jan this year and so far their customer service has been terrible.

The first bill that they sent me was wrong. I called and they said they'd refund the difference on my next bill. At the same time I set up a direct debit to pay my bills. The following month they sent me a bill for the first month and that month, this again had more inaccuracies, includng a non payment by direct debit charge. I rang to query this and was told that the changes would be refunded on next months bill and part of the problem was that the first month the dd was incorrectly set up by the person that took my details, but it was now right and payment would go out of my bank account a couple of days later, as stated on the bill.

I looked at my credit file and it seems that they have registered a late payment. I called them and they said that this does look to be wrong since it was their error that stopped the payment being taken. They said that it will take them 7 working days to investigate and resolve the problem.

The problem I have with this is that I need to apply for a mortgage and don't want to with this on my credit file as it seems to be having quite a detrimental effect. Is there any way that I can speed Orange up? After Orange send the revised report to the credit agencies how long will it take them to update their records?

Is this deemed an acceptable timescale? I appreciate that they need to investigate complaints etc, but the notes on my record are clear. It doesn't seem fair that they can leave incorrect information on my credit file, I could loose my flat based on this....

Thanks,

DebtHater

wurlycurly wrote: »

Hi,

I don't know if anyone can help. I started a new contract with Orange in Jan this year and so far their customer service has been terrible.

The first bill that they sent me was wrong. I called and they said they'd refund the difference on my next bill. At the same time I set up a direct debit to pay my bills. The following month they sent me a bill for the first month and that month, this again had more inaccuracies, includng a non payment by direct debit charge. I rang to query this and was told that the changes would be refunded on next months bill and part of the problem was that the first month the dd was incorrectly set up by the person that took my details, but it was now right and payment would go out of my bank account a couple of days later, as stated on the bill.

I looked at my credit file and it seems that they have registered a late payment. I called them and they said that this does look to be wrong since it was their error that stopped the payment being taken. They said that it will take them 7 working days to investigate and resolve the problem.

The problem I have with this is that I need to apply for a mortgage and don't want to with this on my credit file as it seems to be having quite a detrimental effect. Is there any way that I can speed Orange up? After Orange send the revised report to the credit agencies how long will it take them to update their records?

Is this deemed an acceptable timescale? I appreciate that they need to investigate complaints etc, but the notes on my record are clear. It doesn't seem fair that they can leave incorrect information on my credit file, I could loose my flat based on this....

Thanks,

Hi,

You need to write a letter to their main customer service address, for attention of the "Credit Referrals Dept" requesting they remove the adverse comments.

It took them about 2 weeks to do it for me