Orange/EE Credit file issue

Anoneemoose

badobsession81 wrote: »

EE/Orange have been horrific to deal with.

I don't know the detail of your experience, but irrespective of t&cs and letter of the contract, that is not the service you should be receiving from a reputable company. If you have been open and honest in your correspondence and have been in regular contact but not informed of the £10 or default, instead working to an agreed plan then, you most certainly should pursue the complaint.

I've had call centre advisors create havoc when simply changing my payment date. Never missed a payment, but got a text message saying they hadn't received payment after moving my repayment date. Phoned immediately and spoke to a number of people who told me I'd just have to "wait and see" if it affected my credit report. Appalling service that I complained about - eventually confirmed all was okay (the moved payment date collected the amount plus the additional rental for the extra week, and reported fine on my credit report), but that's not the point.

Irrespective of t&cs do not every accept poor customer service and unsatisfactory results. Perhaps you should've pushed harder in the first place, or perhaps you could've been more inquisitive about impact on your credit report, but having an advisor tell you there were no charges at the point of reporting the theft (assume you have a police crime number too?), then finding out there were and agreeing a payment plan, to then find out there's an additional tenner floating around when it is far too late is poor show. I always double and triple check when closing CCs or accounts that there aren't any unexpected charges due 'next month' or in the future - e.g. interest etc. You'd be amazed at the number of advisors who don't know, can't tell you or who suddenly remember that yes there will be, despite telling you you've settled the account.

I agree poor customer service should not be accepted but practically saying t&c's don't count is a bit naive.

Did you not read what I put about the fact that the calls don't show up straightaway. So how does what you said help op? The advisor was telling the truth at the point of the call.

I am unsure of the relevance of the £10 'default' but regardless, the arrangement to pay off over a longer time will have had a negative effect anyway. Also, they do not have to issue a default notice as they are not covered by the CCA.

badobsession81

Understood, didn't mean to sound that dismissive of t&cs. Just wanted to make a strong point about not tolerating poor customer service.

We should expect more from organisations and not have them be simply "computer says no" droids or rule-bound unhelpfuls.

I don't know the detail of op's experience. But I've had similar from other organisations where they could've been more transparent, helpful etc. For example, when closing a credit account you often still owe interest the next month so I'd expect a decent customer service team to explain that to a customer when calling - in the past I've had to double and triple check.