Orange/EE destroying perfect credit!

Mrs_K_3

Hi,

I'm hoping someone here will be able to help!
My husband is in the military and was abroad last year and used his mobile for the Internet. He arrived home to e very large bill from orange for data use outwith the EU. This is not an issue but he phoned to discuss this with them as he did not agree with some of the charges. We were advised by Orange that they would investigate these charges and get back to us before any payment was made. After a while, we had no contact so decided to call back for an update. Again we were advised that the charges were still under investigation and they would call us back. No call. On each of these calls, my husband stated that he had the funds ready to pay the account when the investigation was complete. The next contact we received was from a debt collection agency. Straight away, the balance was paid and a phone call was made to orange. It was only at this point that we were advised that the investigation had been completed and they concluded that all charges were owed.

Now orange have single handedly ruined a perfect credit history. We advised all through this palava that we were willing to pay this balance to orange after the investigation but this was disregarded. All late payments and the default only exist as orange agreed not to take payment until the investigation was complete!!!!

Help!!

Samwaydors

Hi
I can really sympathise with your situation as something very similar has just happened to us with Orange (EE).
I had even received a letter from Orange to advise that my account was up to date and no further action would be taken, yet they still applied a default for £40 to my credit file.

I have begged and pleaded, even writing a letter to the CEO Olaf Swantee but it has fallen on deaf ears. Once it is on there, there is absolutely nothing you can do to get it off and believe me I have tried. I have told them that they are ruining people's lives but they just don't care. I know they are obliged by law to keep a records of your payments, but our was for £40.00 which was the last payment on our account but we cancelled our direct debit one month too early. Did they write to us ...... no !!!

The first we heard was from debt collectors, at which time we paid straight away so the default is now settled. We then received the letter from Orange, but they had applied the default 2 months before we even knew about the arrears existing. These people are playing around with peoples lives, and unfortunately there is nothing you can do. If you need the email address of who to contact please PM me and I will give it to you. Good Luck :mad:

CKhalvashi

You are expected to pay whilst it's in dispute, and deal with the dispute itself later on.

This is common practice, not just in telecoms, and however much you may not like it, Orange have acted reasonably and within the law.

CK

unphased

Unfortunately it is individuals' incompetence within the organisation, not Orange/EE. Organisations are only as good as the person dealing with the matter and having worked inside the office of this organisation some years ago it is unbelievable what goes on. It is frightening really because there is no way of getting justice and the individuals concerned continue on their incompetent journey through life.

Mrs_K_3

CKhalvashi wrote: »

You are expected to pay whilst it's in dispute, and deal with the dispute itself later on.

This is common practice, not just in telecoms, and however much you may not like it, Orange have acted reasonably and within the law.

CK

I do understand that, which is why on each call that we would pay the balance but were told no.

Buzby

How does a late payment equate to a 'ruined credit history' ? Unless you are missing something, and service was not terminated for ongoing non payment, you have little to worry about.

The DCA involvement is automatic, as the amount needs to be between threshold figures, and this has no bearing on how quickly (or otherwise) they look into the matter.

Indeed they would argue you had an obligation to pay and they to investigate any query. Whilst it would be courteous for them to keep you in the loop, this is extremely rare.

Mrs_K_3

Buzby wrote: »

How does a late payment equate to a 'ruined credit history' ? Unless you are missing something, and service was not terminated for ongoing non payment, you have little to worry about.

The DCA involvement is automatic, as the amount needs to be between threshold figures, and this has no bearing on how quickly (or otherwise) they look into the matter.

Indeed they would argue you had an obligation to pay and they to investigate any query. Whilst it would be courteous for them to keep you in the loop, this is extremely rare.

It's not just a late payment, they defaulted the account and sent it to a debt collector where it was paid and "satisfied" on the credit file

rizla_king

Take it to the Communications Ombudsman. That is the official next step if you are unhappy with Orange's response.

Also add a dispute and/or notice of correction to the entry on your credit files.

ValHaller

CKhalvashi wrote: »

You are expected to pay whilst it's in dispute, and deal with the dispute itself later on.

This is common practice, not just in telecoms, and however much you may not like it, Orange have acted reasonably and within the law.

CK

????? You have that the wrong way around.

What you are supposed to do is to put the amount in dispute (which OP's OH has done) and ideally do it in writing and keep a copy so you can prove you have put it in dispute (which he seems not to have done).

It is for the creditor to prove a debt, not for the alleged debtor to disprove it. If the amount is in dispute, then the (alleged) debt should not be sold to a debt collector, nor should any adverse entry be made on a credit record until the dispute is resolved (in court if necessary) and reasonable time allowed to pay. A debt collector should only be involved as agent of the creditor.

If the (alleged) debtor tells a debt collector who has bought the debt that the debt is in dispute and can show that this is the case - eg with copy correspondence - the debt collector would normally pass the debt straight back to the creditor on the basis that they bought a valid debt. I recommend that OP follow this course of action.

pineapple

CKhalvashi wrote: »

You are expected to pay whilst it's in dispute, and deal with the dispute itself later on.

Whether that is true or not, you seem to have missed the point that Orange/EE said not to pay :doh::wall::wall:

rizla_king

They will no doubt deny ever having said that though.