dispute with orange and now can't get a mortgage

ali-t

I am posting this on behalf of a friend who is having problems with Orange who have now called the debt collectors in. If anyone has any practical advice about what she can do it would be most appreciated.

She has a phone contract with orange and called them a while ago to downgrade her package. It appears that this didn't happen and they were still charging her for the previous package. I believe this is because she had already downgraded the package.

She was then in dispute with them and wouldn't pay the higher amount so orange cut the phone off. She raised a complaint with them and has kept details of all the calls to them including names of people she spoke to, which contact centre they are from and even their extension numbers. Orange say they have no evidence of this and have passed it onto a debt agency.

My friend is still in dispute with orange and didn't expect this to rumble on as much as it has. The problem is that she has had her house on the market since last summer without any interest and in the last 2 weeks has had loads of interest and has now had an offer on her house. She phoned the bank she had a mortgage offer from last summer and has now been declined due to this dispute which is causing her a lot of anxiety.

So, I would be interested to hear from anyone else who has had problems with orange, how did you resolve them, was your credit rating screwed as a result and is the best course of action to pay the debt agency the full amount orange are asking or fight it out for what she believes she is owe.

I am also wondering if it is worth going to the orange shop to ask them to help her out as when she phones they keep hanging up on her. TIA

jackjones01

Firstly how much is the disputed amount?

I have to say I can not say a bad word about orange as recently I contacted them asking if they would remove 7 late payment markers
from my credit file from between 2007 and 2009 as a GOGW. Low and behold not expecting them to do anything they have only gone and removed them I was over the moon as my credit record looks 10 times better now with just one old CCJ from 2008. i sent the email on monday got a call on tuesday credit files was updated on wednesday.

http://www1.orange.co.uk/documents/about/Orange-complaints-code-20110118.pdf

ali-t

It isn't for much - a couple of hundred pounds but they are looking to charge her until the end of her agreement at the higher rate of the contract which is over £400.

Browntoa

basically what happens if you don't pay a mobile bill, pay the bill THEN sort out the dispute

The_Boss

It's such a shame that this dispute has ended up with her not being able to get a mortgage. I hope it can all be resolved and credit files amended. It sounds as though Orange are not budging and denying, so in this case a separate arbiter may be needed. Is this something the ombudsman could help with?

ali-t

Browntoa, she was making a point by not paying them although it has seriously backfired. It isn't that she doesn't have the money to pay it but has been so hacked off at Orange messing her around, not having any records of her calls etc. I didn't realise that it was possible to have a dispute after you have paid. Surely by paying them, it is an acceptance of their terms so would reduce any liklihood of a grievance being recognised?

Thanks The Boss, I will point her in the direction of the ombudsman if she doesn't get any joy. I have suggest that she gets her credit checked through the major agencies to see what is on there and to ask Orange to note that it is a dispute rather than 'just not paid'. There are a few other threads on here about actions people have taken in similar situations but I couldn't find anything about the impact on people's credit or whether orange would negotiate.

Thanks for the input.

The_Boss

That's a good point - I think you can write to the credit reference agencies and let them know that something is being disputed. If they can do so although the automated checks may fail, if she ever appealed and it was referred to an underwriter to look at, they could take this into account.

tazdevil01985

A little note for all who are disputing bills ALWAYS make sure that you pay the monthly amount which your signed up for ! This means that they cant default you for non payment. Then you can dispute the remander of the bill (this means that you are not admitting the dispute) This is what I always have done and never had any defaults or anything against my credit report:T. Orange record most of the calls as well. Get your friend to ask for a crystal report she need the time and what number she was phoing from - they can then track the calls. Maybe worth sending this to Oranges Exec Office to sort as it sounds messy (If you want the email address its around on other posts or PM me)

ali-t

Thanks, I will e-mail her the link for the thread and she can follow up the crystal report.

tazdevil01985

She will need to speak to a supervisor as most of the CSRs wont even know what it is or what they need to do