Phone company has incorrectly effected my credit score. Mortgage declined!

Blake11

Hello,
I need some advise on what to do next.
I got a mortgage application through London and Country (as recommended on here) with Virgin. We answer all the question honestly and were given a decision in principal. We had our offer accepted and went to proceed with the mortgage on Monday. The application was declined and I was advised that we needed to check our credit rating to see what the issue might be.

Both my partner and myself checked our credit reports. My partners came back excellent. My report however showed that from August to November they had said that I hadn't paid my phone bill. This is incorrect. It was one of theoretical customer service experiences I have had in my life.

April last year I change account from a contract to a sim only deal. This was not without complications. Orange could see the new account had been created but it hadn't been started yet (system error) they were charging me at the old rates. I paid the 1st 2 months at the wrong rates. I challenged them on this and they agreed that this was wrong and that they would change it over. Next month comes and the bill is still wrong. I refuse to pay this one because in my mind they now owe me money from the 2 overpayments. This was agreed and I was promised it would be sorted. This went on until November when it was finally sorted and everything was put right.

Little did I know that from August until November they were negatively effecting my credit score. I was completely unaware of this until Monday this week, when my world crashed down around me because we were declined the mortgage.

I have tried to contact orange. They are extremely unhelpful and I can only email my problem to them. This was done on Monday and I still have no response, and if my past dealings are to go by this was not be an east or fast fix.

I let London and Country know what the issues is and why this is a problem. They have advised me that they can not help me until this is sorted. I asked if there were any other options, different mortgages available. I was told that they could not get me a mortgage until this was sorted.

Please if someone out there knows of someone I can talk to to help and give some advise here.

Firstly I can't believe orange are legally allowed to do what they have done.

Secondly there must be a mortgage that is available ?

Help a very angry and confused man.

dannim12345

What a nightmare! Can't help other than suggest complaining on Twitter (or facebook maybe?)...

Might sound a little strange but companies hate people complaining in public and every time I've done it the company responded very quickly, often give you a more direct email and/or will chase up your complaint. Worth a try!

lizards

I second Twitter.

I have also had similarish experiences with Orange (although as far as I know it didn't affect my credit rating) where they messed up their billing completely. In my case they just sent me a surprise bill several months later when they'd realised which I paid promptly so there was never anything technically outstanding. But I can fully understand how their incompetence could lead to this - how incredibly frustrating. I left for O2 as soon as my contract expired.

I've had a lot of good results lately since turning to Twitter when I've had things go wrong. You have nothing to lose. Good luck!

ruggedtoast

The reports that companies give to the credit reference agencies are meant to be accurate, so if what you say is correct it sounds like Orange will have to amend their report. No contract was in place so they cannot report that you were delinquent in paying.

One of my friends had a different billing issue with Orange and decided that she hated them so much she was going to not pay the last month of her contract as punishment. Unfortunately all the punishment is on her as she now cannot remortgage. Although the customer service issues that enraged her with Orange were ghastly, as you might expect from a French telecom company owned by the French state operating in England that has just been sold to the Germans, there is nothing she can do as she was not authorised to not pay her contract.

Thrugelmir

You have assumed the issue to be Orange alone. Your credit scores have no value as far as lenders are concerned.

Once resolved suggest you run your credit reports past a mortgage broker. In case there are other factors as well.

[Deleted User]

I sympathise, had a very similar problem with orange when changing to a sim only contract on a phone that had previously been on contract. I did sort it out within 6 weeks though and they gave me a large credit for the inconvenience (did have to ask for it though). I doubt it affected my credit rating but shall keep a wary eye out on it.

I did pay the bill though.., well I had no choice, Orange said they wouldn't take the money and did anyway. But it was refunded immediately when I phoned the bank and asked for a refund under the DD guarantee scheme.

I hope you are able to sort this out. You could try phoning and ask to speak to a manager, try to not lose your temper (hard I know) and explain clearly what has happened. It often helps even if their systems are useless. I feel sorry for the people on the other end of the phone in that company.

psilvester

Blake11 wrote: »

I paid the 1st 2 months at the wrong rates. I challenged them on this and they agreed that this was wrong and that they would change it over. Next month comes and the bill is still wrong. I refuse(d) to pay this one because in my mind they now owe me money from the 2 overpayments. This was agreed and I was promised it would be sorted. This went on until November when it was finally sorted and everything was put right.

Unfortunately you went about the wrong way to try and solve your problem. If you refuse to pay a bill then expect a black mark on your credit report.

Complaining on Twitter might get you a refund or some compensation but I am not sure if they would change your credit report as technically it is correct as it stands.