Orange not dealing with fraud - help!

Attheendofhertether

I discovered in August 2012 that a mobile broadband account had been taken out in my name fraudulently. When I discovered this I contacted Orange who passed me to the debt collection agency. I have passed them all the evidence they requested and they have passed it back to Oranges fraud team.

Despite waiting months and calling them regularly I am getting nowhere with them. If I get through the matter is escalated to a manager, they promise to call me back and never do. I have written directly to the fraud team address provided by Experian but haven't heard anything back. Their complaint emails bounce back and their arbitrator will not look at it until they have it has gone through the correct channels.

I desperately need to clear adverse credit logged against me And I have even reported them to the Information Commissioners Office as they hold data about me which is incorrect but nothin seems to work.

grumbler

Send them a complaint by a recorded mail. Give them 10 days to answer (they say 5 days in their Code of Practice).
If they don't reply within 10 days go to the ombudsman with a proof of delivery and submit a complaint to OFCOM about the poor (non-existent) CS.

Attheendofhertether

Hi Grumbler, just thought I would let you know that I got a call today from Orange. They have finally recognised the fraud and have deleted the debt and in the process of removing the adverse credit mark.

I followed your advice and sent them a recorded delivery letter, although I also sent an email to executive.office@orange.co.uk as recommended by another website. It appears that the email did the trick, but thank you very much for the advice. ::beer: