Refused mortgage day before moving because of Orange/EE's mistake!

Anoneemoose

Orange do not 'remove' the data caps automatically. This is only done once a bundle is applied or you request it yourself.

Can't understand why you were told to do a DD indemnity though as you didn't dispute the charges, did you? If you didn't dispute the charges, then technically the late payments are correct.

If you have proof they removed the cap without your authorisation then they should then reimburse any additional costs and clear your credit file.

rdwarr

There's a sign at the top of this (and every) page that says "Cutting your costs, Fighting your corner".
To be honest I think that the OP could use a bit more of the latter rather than people criticising their writing style and trying to find reasons to let Orange off the hook.
Assuming (and there is no reason not to) that everything in the OP is true then they have suffered terribly at the hands of both Orange and Halifax (who could have at least investigated further).

Thrugelmir

Are you sure that it's Orange that have caused your problem? Have Halifax conducted a pre completion audit and detected other changes to your credit profile?

Anoneemoose

rdwarr wrote: »

There's a sign at the top of this (and every) page that says "Cutting your costs, Fighting your corner".
To be honest I think that the OP could use a bit more of the latter rather than people criticising their writing style and trying to find reasons to let Orange off the hook.
Assuming (and there is no reason not to) that everything in the OP is true then they have suffered terribly at the hands of both Orange and Halifax (who could have at least investigated further).

If this is in response to anything I said; I am not trying to think of ways to let Orange off the hook. I am being realistic. I used to work for them and I know that the data cap is not taken off unless the customer requests it OR they add a bundle to the account. I also know that they send texts confirming this. They even have a system that can tell whether such texts were received and read.

Now, I am not for one minute saying that OP is not telling the truth (or that they haven't been given duff info), I am trying to point out that OP will need to prove Orange have acted inappropriately. If this is the case, then they will remove all adverse data from OP's credit file.

However, the t&c's of OP's agreement state that payment is due within 14 days of the bill. The bill is also produced at least 15 days before the DD is taken so OP had chance to check it before the Jan DD long before it went out.

Re: the DD indemnity - this is usually only mentioned if a customer is disputing the bill so they can claim the funds back OR if a customer says that such a large payment will cause them difficulty. In which case, an arrangement to pay will usually be set up by the collections team. This will be recorded as an arrange to pay on your credit file and this can have an adverse effect but technically is a true reflection.

What really confuses me though is if OP believes a data cap was missing and caused the excess bill, why was this not raised and investigated at the time? And why was the bill eventually paid? If Orange can see a system error has caused this, they will refund the account and not update the credit file with adverse info. From very long experience, something doesn't add up to me. Again, not saying OP is not telling the truth, I am just very confused.

Also not ONCE in the whole time I worked there, was anybody (even in the collections team) able to hold an account for 2 months (end of Jan DD taken - Apr supposed arrangement to pay date) without further collections activity taking place. OP would have been barred long before that.

And yes, you're right about being MSE but only where appropriate - and like I said, I just feel there's something missing. I would love to see what the notes on the account say. Might be worth asking them for those OP.

jnm21

Surely under EU roaming regulations it is up to Orange to prove that the OP requested that the bar be lifted?