How can I get a defaulted debt removed from my credit score?

littlemisstwinkle

Hi,

I have a problem similar to others on here with Orange mobile. I used to have a contract with them (for over ten years!), and then last September my employer offered me a business phone contract, which I of course accepted. I notified Orange, got my PACK code, got it all transferred and paid off my final bill when I received it. Job done, I thought.

In October of last year I moved house. I did not notify Orange as I no longer had a contract with them and as far as I was aware all dealings with them had been cancelled (although I STILL have the same Orange mobile phone number I have had since 2000 and STILL, to this day, receive special offer texts from them!). Completely randomly out of the blue, I received a telephone call at my parents house in February from a debt collection agency 'in regards to the letter I had received about an outstanding balance with Orange'. I told them that I had received no such letter and didn't know what they were talking about. I requested a copy of this letter to be sent to my parents address (I still didn't completely trust this random company which had called out of the blue enough to give them my new address). They sent me the debt collection letter, but nothing from Orange telling me what this balance was actually for!

To cut a long story short (too late!) I have been trying since Feb to get a copy of this outstanding bill from Orange (a bill for £10, I might add!!) finally a few weeks ago they send me a copy of my final bill (which I had paid) and a copy of a 'duplicate credit bill' which had roughly the amount they were actually asking for on it- although no information as to what it is actually FOR. (I still don't really know what this is for, but I think its that the contract switched in the middle of a month or something). I decided that this farce had gone on long enough, so I paid the whopping balance of £10 and thought that would finally be the end of it.

Now I am looking to get a new 0% credit card and a mortgage application, and I find that this whole sorry saga with Orange is showing up on my credit score as defaulted! Obviously I want this erased from my credit history - is such a thing possible? They did not make sufficient attempt to contact me regarding the outstanding charges (as I stated, Orange could have called the mobile number which had been previously registered with them, but they didn't! Orange could have called my parents land line - the details of which they obviously had in order to pass them to the debt collection agency - but they didn't!). How can I go about getting this all removed from my credit history?

Imagine if I hadn't happened to be at my parents house when the debt collection agency called - I STILL wouldn't have known anything about this, nearly a year later!!

The_Boss

You don't have a credit score. Read my signature and MSE Helen Saxon's article on here.

Several people on here have had a similar issue with Orange after exiting a contract. Did you cancel your direct debit them? Seems that what you considered to be your final bill wasn't your final bill.

Frankiesphone

I had the same problem, but with O2.

My advise to you (which I did myself) was to use the 'chat with advisor' link on Oranges website.

Tell them the story, then ask the advisor for the email address or phone number of their credit vetting team. (In O2's case the number is 0800 9777793)

Once you have this, call them, explain the situation again, BE NICE!, and plead your case with the advisor. It worked for me! I had the default removed, which should never have been there in the first place!, and I noted on my next Noddle credit report, it had been removed. :T

Just for reference purposes, I had paid the final bill by cheque (a had a copy of this sent to me from my bankers). However O2 cashed the cheque, but failed to allocate it to my account, despite the account number clearly being written on the back!!!

littlemisstwinkle

Thanks for the advice, I was planning to have a chat with Orange (it would be a strange week for me NOT to call them!) and see if they could do anything about it and your story Frankiesphone has filled me with hope!

I do understand that there is no such thing as a 'one-size fits all' credit score, but when I am suddenly being refused credit cards that up until last year I was getting, you have to wonder why! And this saga with Orange is the only red mark on an otherwise good credit history!

thanks!

DCFC79

littlemisstwinkle wrote: »

when I am suddenly being refused credit cards that up until last year I was getting, you have to wonder why!

Even if the issue with Orange hadn't happened you could still be rejected for credit cards.

Caprylate

It won't allow to link to a website.

Search Orange on CEOemail website and explain your story to CEO via email. Might as well add something along the lines of "if this is not rectified immediately I will be forced to take my complaint to the financial ombudsman service".

The_Boss

Caprylate wrote: »

It won't allow to link to a website.

Search Orange on CEOemail website and explain your story to CEO via email. Might as well add something along the lines of "if this is not rectified immediately I will be forced to take my complaint to the financial ombudsman service".

That stance takes the assumption that Orange are definitely wrong and the OP is definitely correct, which is not clear. We've not heard whether the OP cancelled their direct debit yet.

Thrugelmir

littlemisstwinkle wrote: »

I used to have a contract with them (for over ten years!), and then last September my employer offered me a business phone contract, which I of course accepted. I notified Orange, got my PACK code, got it all transferred and paid off my final bill when I received it. Job done, I thought.

Terminating a contract has to be performed in accordance of the T&C's of the contract. If not then you are still liable for the remaining term of the contract. You cannot simply walk away as you no longer require the servive provided.

stclair

Caprylate wrote: »

It won't allow to link to a website.

Search Orange on CEOemail website and explain your story to CEO via email. Might as well add something along the lines of "if this is not rectified immediately I will be forced to take my complaint to the financial ombudsman service".

Then who ever reads the email will possibly roll their eyes. As the financial ombudsman service does not deal with communications complaints. However the OP could refer the matter to Ombudsman Service after 8 weeks has elapsed.

Buzby

As you probably know, if the amount was genuinely paid late, paying does not remove the default as it reflects how the account was cancelled. Following the termination of any mobile account it can take up to 6 works for the final bill to be generated as this will include any late bilked out-of-bundle calls along with any termination fee or part-month charges. If you cancelled your DD before these amounts were taken, you leave yourself wide open to such charges and the rightful payment markers if the amount remains unpaid.

Ask very nicely if the default could be removed as you were totally unaware of the issue and you paid immediately you were advised of there being a problem. They may take pity or they may not - it is an expensive lesson to learn, but it shows how something as frivolous as a mobile contract can have a major impact on your future finances - indeed, I won't have one for this very reason.

You do not have to agree to the release of your data under the DPA some firms will refuse you as a customer, but that 's their decision. You need to carefully watch ever transaction when you do.

Lastly, the Ombudsman Service do not become involved with billing disputes (which yours appears to be) so this may not be an option either.