Credit report showing account Orange/EE insist does not exist

ElTigreNumero2

Hello,

I've been studying my credit score and report ahead of mortgage applications. In both my Clearscore and Equifax reports is a telecomms account for Orange, which is showing as active every month (fortunately showing as paid in full every month). I haven't had an Orange account for many many years - I cancelled my last contract with them about ten years ago. The account is listed at an old address (my parents).

Here's where it gets confusing. I have no idea of the full details of the account as it's been a decade since I had it. Clearscore tells me the last four digits of the account and the address it's registered at but that's it. I called Orange/EE, and during a lengthy conversation they insisted that no account with those limited details exists. They do have an account under my name at that address, but it's a different account number to that showing on my credit report, and in the words of the helpful Orange customer service person I spoke to, "there's something wrong with this account, it has no mobile number associated with it and it doesn't look right". That "wrong" account, whatever it is, is closed and inactive, according to Orange.

What should I do here? Whilst this shouldn't be affecting my credit score in terms of showing any missed payments, having this apparently active mystery account associated with me is not something I'm comfortable with, and the fact that it's registered at an address I don't live at is unlikely to go down well with lenders. Can I get it removed from my credit file as an error, and if so, how do I do that? Or do I need to push Orange/EE harder to try to get them to remove me from their systems entirely?

Grateful for any advice anyone can give me.

[Deleted User]

Raise a dispute with the CRA - if it cannot be evidenced as one of your accounts, it should then be removed.

ElTigreNumero2

Okay, I'll look into that - thanks