orange upgrades

cattylad

hi, 5 months ago I upgraded my mobile phone with Orange in their store. I was told the amount I had to pay to upgrade which I did in store. was advised then as my account had been transferred over to EE I had to cancel my DD and they would set another one up. which they did.
whilst applying for a mortgage and being declined we looked into the credit file. Orange had registered 3 missed payments but we knew nothing about it. contacted them and they said that when I upgraded it left a balance of £14 (yet the sales adviser confirmed the amount we had to pay with their head office on the phone) but they didn't notify us of this at all, so recorded as unpaid!!! even though we paid as soon as we were aware of it. we cant get a mortgage now, absolutely gutted as this is the only thing on credit file and Orange refuse to remove it.

grumbler

Of course they refuse because they are lazy, don't care and don't want to move their fat asses from their soft chairs.
Follow the formal complaints procedure, then take the case to the ombudsman if needed.

Also, you can complain to the CRA, but you would need proofs that you were assured that you didn't owe anything and advised to cancel the DD.

Ultimately you can sue them for the money you lose as a result of having the mortgage application rejected, but this can be not easy.

Start with complaining formally and make it clear that you will take the case to the ombudsman and will sue them if they don't correct your credit file.

cattylad

thanks, ive done this today. I have followed the official complaints to Orange a couple of weeks, but got no reply, so today ive taken the complaint to the ombudsman.

Anoneemoose

You state that you were advised what you needed to pay to upgrade but the £14 sounds like it was for you final bill which will have still been due.

I dare say if you follow the complaints procedure, they will remove it for you.