Everything Everywhere aka Orange

Collabora

mobilejunkie wrote: »

so I went to CISAS after 8 weeks demanding a correction, an apology and £100 compensation. They immediately coughed up THEN.

well a CISAS claim actually costs a provider a min £300, so its a wonder why many wont sort out issues before CISAS are involved

Burger

Cheers mobilejunkie thats good advice. I kept asking them to send me confirmation by letter, but they never did. The only letters that I received from Orange were letters demanding payments. I have an email so far from a woman from Oranges collection department to their Credit Referrals Department stating that the account does not owe any further payments and that any third party action needs to be cancelled. I'm still awaiting confirmation from the Credit Referrals Department that this has been done.

mobilejunkie

I did get letters. However, I didn't check my external credit files at the time. It turned out that not only were the letters not followed through but when I discovered a mark on my external credit file as a result a year later Orange/EE ignored another complaint - depsite the fact that it was my second recourse to CISAS afterwards and the result was the same as the first (another complaint they also ignored until it went to CISAS).

Again, do not trust them for anything even if they do put it writing. Check for yourself and don't mess around with them if they haven't done what they promised.

Burger

Thanks mobilejunkie. Yeah I wouldn't trust anyone at Orange as far as I could throw them. Complete morons!

Sunny_Joe

Hi Everyone,

I am desperate for anyone's help on this matter as I have never experienced any credit issues before...
I was an orange customer for 4yrs, never missed a payment. I contacted them to terminate my contract at the end of my second 24month package. I gave 30days notice, waited for the final direct debit to be taken from my account following that and then cancelled the direct debit action. A month or so passed and I received a letter from Orange stating I still owed them £12? I called them up the same day and paid this in full over the phone, not wanting to extend any business relationship with them or incur any additional charges. This, as far as I was aware, was the last I would hear from Orange....
I am now applying for my first home and mortgage application. All of my credit history is "Excellent" and received top scores so the documents were sent off for my mortgage application as the house is now at sale agreed stage.
Yesterday I was informed that my mortgage application has been denied due to a default on my Orange account which was closed last August! Orange marked this £12 as a late payment and this has appeared on my credit check and has ruined my chances of completing the property purchase! I frantically rang Orange 3 times yesterday to try and speak with someone about the matter but no one is willing to talk to you about it and simply give you dozens of different email addresses which always bounce back. I finally got through to someone who gave me the actual email address ([EMAIL="creditfilequery@everythingeverywhere.com"]creditfilequery@everythingeverywhere.com[/EMAIL]) which has not yet bounced back but was told I would have to wait 7 working days to receive any response from Orange (even to acknowledge receipt of my credit query).
I have no guarantee that they have my email or if anyone is even actioning it? I am pleading for anyone to help me on this matter as the estate agent is looking to close the deal and I am still sitting without any chance of getting mortgage approval.
What can be done to challenge this default from Orange as the account has been closed for 6 months now and the credit company has told me that without any action from Orange, I will need to wait a full year for this late payment to be made obsolete on my credit report. The house will obviously be lone gone by that stage and I desperate to complete the purchase.

I am stuck between a rock and a hard place here...please help!

grumbler

Sunny_Joe wrote: »

...waited for the final direct debit to be taken from my account following that and then cancelled the direct debit action.

You should have waited for the final bill, not the 'final' DD.

....my mortgage application has been denied due to a default on my Orange account which was closed last August! Orange marked this £12 as a late payment

Default or late payment? There is a huge difference between two. It's unlikely for a mortgage application to be declined because of one late payment.

What can be done to challenge this default from Orange as the account has been closed for 6 months now and the credit company has told me that without any action from Orange, I will need to wait a full year for this late payment to be made obsolete on my credit report.

Again, a default or a late payment? Regardless, if it's correct it will remain in the file(s) for the next 6 years.

The house will obviously be lone gone by that stage and I desperate to complete the purchase.

I am stuck between a rock and a hard place here...please help!

There was a phone number of their exec office posted in this thread. Try calling it, but don't hold your breath.
Credit history is very easy to ruin carelessly, but is very hard to rectify.

Sunny_Joe

Thanks for the response grumbler, the actual credit report shows this as "payment up to 1 month late". But the mortgage application said it was a default? Which is the lesser of two evils?

afzaal1988

Sunny_Joe wrote: »

Thanks for the response grumbler, the actual credit report shows this as "payment up to 1 month late". But the mortgage application said it was a default? Which is the lesser of two evils?

late payment mark

grumbler

>> Understanding your Experian Credit Report

>>> p.12

mobilejunkie

This is VERY similar to what happened to me. A small amount left showing as a late payment for one month (I found out by chance when I checked my external credit file). I had letters from 12 months earlier stating quite plainly that (their) mess-up at the time was not on my credit file - then a year later I found out it was. The only way I got it sorted was to 1) make a formal complaint to EE in writing via an email address given to me for that purpose from CISAS. 2) As expected (I'd been through this a few months earlier with an entirely separate complaint) EE completely ignored it, so I had to wait the full 8 weeks before taking it to CISAS. At that point EE caved and exceeded to all my demands.

Not much comfort to you, but that's the way they treat customers. You can ultimately demand a very high amount of compensation if they mess up your house purchase (though it will be hard to prove a loss since no-one can be certain whether the purchase would have gone through to completion anyway and quantifying the loss would be almost impossible).

I would say that although my credit score was affected until it was put right after going to CISAS I'd be surprised if the mortage application is declined just because of that - and loan companies rarely give you all the information.