Orange has ruined my Credit Score

conkertron

Hello,

Back in July 2013 I phoned up Orange to settle the remainder of my "Connect 66" plan, I agreed to pay the settlement charge for the account and I received a letter which states:

'Your phone number will be disconnected on 07/08/2013.'

I thought all was good, I paid up and that was the end of that. But no, Orange sent me a 'final bill' in January 2014 threatening to send it debt collectors, FIVE MONTHS after I had a letter telling me my numbers will be disconnected in AUGUST 2013! What I don't understand:

-Why was a sent a bill FIVE MONTHS after I was supposed to be disconnected?!

- I now have THREE late payment strikes against my credit score through NO FAULT OF MY OWN!

I really don't know what to do about this. I still have the letter dated for disconnection and account closure in August 2013. Has this ruined my chances to remortgage our home because of Orange? If so what action should I take? They've been very unfair to me and I wish I could sue the hell out of them for putting me through this. I'm very depressed about the whole saga. Advise or thoughts would be welcomed, anything to help me get my head straight and make a plan of action. MY mortgage and hire purchase reports are all excellent but the settled orange account has ruined my overall score.

linzimain

phone experian and explain to them im sure theyll be able to put comments on your account so other lenders can see its not your fault

PaulW922

Have you actually spoken to Orange about this?

GingerBob_3

A service provider ruining your ability to obtain credit through no fault of your own; who'd have thought it.

A ruling in the recent Durkin case means you might be able to sue these low lifes. Perhaps threaten them that you'll do so, and speak to a solicitor.

The_Boss

Hmm, seems about the third time I've read about this happening to a former Orange customer. What data does your credit report show for the account since July?

By the way, they haven't ruined your 'credit score' or 'overall score'
as you do not have an individual credit score.

conkertron

The file shows that I have paid up to November 2013, then I was in arrears from December 2013 to February 2014, even though I paid my final bill in November 2013, when I received "another" formal final bill in January 2014, despite being sent one in November 2013 and paying it! It even shows the payments on my bank statements.

I still have a copy of all correspondence from Orange regarding the date which my numbers will be disconnected and a copy of the final bill.

I have emailed the credit referral department (as advised over the phone today to Orange customer service) to request that they remove the account registering the arrears. The operator at Orange was surprised that I have arrears against me as the account is settled.

I just read your signature: 'Please do not waste your money or time on Experian, Equifax or Noddle scores. They do not reflect how a lender will assess you.' - maybe I'm getting all bothered over nothing, as everything else in credit (mortgage & hire purchase) is 100% healthy repayment-wise!

conkertron

UPDATE!

Awesome, I've had response from the creditors who have amended my credit report, as they could see the account had been settled and closed. The proof in the pudding is if it has truly updated in the 10 days!

I didn't approach them all guns blazing, it was a level headed and mutual request that got this issue resolve promptly.

Oscar_24

I have something very similar to this with Orange and my credit score via Noddle remains at poor (2/5). I have never had a credit card etc. only ever had a current account. Who do you ring or contact to get it cleared? thanks

The_Boss

Oscar_24 wrote: »

I have something very similar to this with Orange and my credit score via Noddle remains at poor (2/5). I have never had a credit card etc. only ever had a current account. Who do you ring or contact to get it cleared? thanks

Yet another one? Blimey...

Is it just Orange or has this happened to others with other mobile network providers?

conkertron

Oscar_24 wrote: »

I have something very similar to this with Orange and my credit score via Noddle remains at poor (2/5). I have never had a credit card etc. only ever had a current account. Who do you ring or contact to get it cleared? thanks

I phoned up the Orange customer service helpline, I couldn't get through to an operator as it asks you to enter your phone number, but as it is disconnected it wasn't recognised, but if you hold on the system will put you through to a customer service agent. I still had information of my account number and phone numbers associated, so I provided that information and explained the situation. The operator then put me on hold to talk to their manager, to which they then gave me an email address.

Once you send the email to request correction of your Orange credit file, you'd have the standard automated reply email to say 'thank you for your enquiry' and that they should get back to you within 7 working days!

Oscar_24

conkertron wrote: »

I phoned up the Orange customer service helpline, I couldn't get through to an operator as it asks you to enter your phone number, but as it is disconnected it wasn't recognised, but if you hold on the system will put you through to a customer service agent. I still had information of my account number and phone numbers associated, so I provided that information and explained the situation. The operator then put me on hold to talk to their manager, to which they then gave me an email address.

Once you send the email to request correction of your Orange credit file, you'd have the standard automated reply email to say 'thank you for your enquiry' and that they should get back to you within 7 working days!

Thank you for your reply.

Do you happen to still have that email address at all? i very much think i need to do the same!