What next, advice please ??

speedy9764

Having checked Experian & Equifax I have a default from 2011 from EE Orange. OK so far.
I had a dispute changing from a PAYG phone to a contract. 300 Minutes and unlimited texts and at the end of the month ended up with a bill of nearly £800. Paid some and argued that if it was PAYG it should have cut off when I ran out of credit, and if it was contract I was covered.

So I contacted EE Orange, they say account clear passed to DCA but not sure if Moorcroft or BCW.
Well I bit the bullet and phoned both. Both say that I do not owe them anything.

Suggestions on next step as at worst case I would like to get the default balance to zero, best case see if I can have it removed.

Your expert opinions and guidance would be greatly appreciated now.

happy_bunny_2

Who's reporting it to your credit file?

If sold, they should have told you.

Write a complaint letter to EE stating you have contacted the companies they say they passed it to and they don't own it.

Did you complain to dispute the original default, if you thought it was unfair?

See what comes back.

You can always refer to communications ombudsman if no joy.

happy_bunny_2

Who's reporting it to your credit file?

If sold, they should have told you.

Write a complaint letter to EE stating you have contacted the companies they say they passed it to and they don't own it.

Did you complain to dispute the original default, if you thought it was unfair?

See what comes back.

You can always refer to communications ombudsman if no joy.

speedy9764

Who's reporting it to your credit file?
Its marked on Experian/Equifax as EE Orange

If sold, they should have told you.
As I said it was with collections, I then started working abroad.. and have been here since.

Write a complaint letter to EE stating you have contacted the companies they say they passed it to and they don't own it.
Yes.. done that now after your reply... given options to give me details of who to pay..or remove default as I am trying to pay an no one will take the money !

Did you complain to dispute the original default, if you thought it was unfair?
Yes... the answer at the time was pay the invoice, sort it after.. I thought my chance of getting money back after it was paid was zero !

Cheers

happy_bunny_2

See what comes back then.

Good luck

HB

speedy9764

Well the latest update. Having gone back to EE Orange first line customer services who I must say were less than helpful, having been "cut off" 3 times, left on hold for 20 minutes by one person, I finally got through again and asked to speak to the team manager and was told I did not need to talk to one, my account was with BCW, I explained that on the credit file, the default was registered to them they were responsible, and in accordance with the complaints procedure on EE website i wished to speak to the team manager and was hung up on.

Deep breaths count to 10, decided to contact BCW again, explained the situation and a very helpful guy there actually went and found details, and told me that they had received the debt from Orange in Jan 2012 but as they had not had any response from me they passed it back to Orange in July 2012.

Armed with this I went back to EE call centre, explained it all again and was told no, they did not have my debt, explained about ownership of default and wanted to speak to Team Leader, click, hung up on again.

I read further through EE's complaint procedure and found another number, called that and got someone not in a distant foreign call centre who I must say was great, I explained the situation, he looked through the system, said as it was more than 4 years old it was another department and he would have to talk to them, I was on hold for a while but he came back, introduced his colleague on the line and handed me over. The new advisor listened, understood and found the old account with the default, told me how much it was, told me it had been written off and was most surprised when I said I wanted to pay it as it would at least clear the balance on the default and leave it marked as settled. He then processed the payment and sent me an email confirmation after.

EE get a public and deserved roasting for the standard of their outsourced call centre but credit where its due, the guys I finally managed to speak to were brilliant, helpful, knowledgeable, calm and polite.
I have written to EE to praise them and EE should take note, you have some great staff but are let down by your call centre customer dissatisfaction staff.

End of this is, my default is paid, I have written to them to ask them if they would consider removing the default as I was not in the country and new nothing about it and having found out I paid it, even after finding it was written off and would have just dropped off my file.

Credit file at the next update should show the default but with a zero balance.