Orange wrongly damaged our credit file and the file of lots of other people

MarkandCath

We have just had an Mortgage offer withdrawn because Orange entered a default wrongly against my wife for £14.06. When we spoke to Customer Services they said that it had happened before to lots of people because the Orange computers had issues in the switch from Orange to EE but not to worry they would correct it.

They gave us an email address "creditfilequery@ee.co.uk " and we emailed them the bill in question, the bank statement showing that it was paid by direct debit on the day it was requested and the direct debit reference number from the bank.

The Credit File team at Orange/EE simply do not respond. When you ring Customer Service they say they are sorry but can't do anything except tell us to wait and the Credit File team have no email address and no internal number that they can be contacted on.

I just don't know what to do when no one will communicate with you. My eldest daughter starts at Uni in September, the other 4 are booked into schools by the new home and it has all gone south because of a mistake made by Orange.

Am I powerless? Do people like this have the ability to dramatically affect peoples lives with impunity? Oh and how many people is "lots of people"?

Any help on forcing Orange to deal with their mistakes would be appreciated.

Thanks
Catherine

DCFC79

File a complaint.

Thrugelmir

MarkandCath wrote: »

They gave us an email address "creditfilequery@ee.co.uk " and we emailed them the bill in question, the bank statement showing that it was paid by direct debit on the day it was requested and the direct debit reference number from the bank.

When did you email them?

Jenny_EE

MarkandCath wrote: »

We have just had an Mortgage offer withdrawn because Orange entered a default wrongly against my wife for £14.06. When we spoke to Customer Services they said that it had happened before to lots of people because the Orange computers had issues in the switch from Orange to EE but not to worry they would correct it.

They gave us an email address "creditfilequery@ee.co.uk " and we emailed them the bill in question, the bank statement showing that it was paid by direct debit on the day it was requested and the direct debit reference number from the bank.

The Credit File team at Orange/EE simply do not respond. When you ring Customer Service they say they are sorry but can't do anything except tell us to wait and the Credit File team have no email address and no internal number that they can be contacted on.

I just don't know what to do when no one will communicate with you. My eldest daughter starts at Uni in September, the other 4 are booked into schools by the new home and it has all gone south because of a mistake made by Orange.

Am I powerless? Do people like this have the ability to dramatically affect peoples lives with impunity? Oh and how many people is "lots of people"?

Any help on forcing Orange to deal with their mistakes would be appreciated.

Thanks
Catherine

Hi Catherine,


I can completely understand why you're concerned, we'd expect the team to be back in touch with you within 48 hours so I'm surprised to see you haven't yet received a reply. If you could resend the email to [EMAIL="creditfilequery@ee.co.uk"]creditfilequery@ee.co.uk[/EMAIL] the team will be back in touch ASAP. You can also write to us if you'd prefer. All the address details to write can be found here https://community.ee.co.uk/t5/My-bills/How-EE-uses-Credit-File-Information-and-what-can-affect-your/td-p/364429.


Thanks, Jenny

Shakin_Steve

There was a piece on this on watchdog earlier this week. Not just EE, either.

Shakin_Steve

http://www.bbc.co.uk/programmes/articles/1T3Zn74myq3kTmzc2J6QSQt/vodafone

glentoran99

MarkandCath wrote: »

We have just had an Mortgage offer withdrawn because Orange entered a default wrongly against my wife for £14.06. When we spoke to Customer Services they said that it had happened before to lots of people because the Orange computers had issues in the switch from Orange to EE but not to worry they would correct it.

They gave us an email address "creditfilequery@ee.co.uk " and we emailed them the bill in question, the bank statement showing that it was paid by direct debit on the day it was requested and the direct debit reference number from the bank.

The Credit File team at Orange/EE simply do not respond. When you ring Customer Service they say they are sorry but can't do anything except tell us to wait and the Credit File team have no email address and no internal number that they can be contacted on.

I just don't know what to do when no one will communicate with you. My eldest daughter starts at Uni in September, the other 4 are booked into schools by the new home and it has all gone south because of a mistake made by Orange.

Am I powerless? Do people like this have the ability to dramatically affect peoples lives with impunity? Oh and how many people is "lots of people"?

Any help on forcing Orange to deal with their mistakes would be appreciated.

Thanks
Catherine

Is this actually true? Would one small default prevent a mortgage?

Richey_

Yes especially if using help to buy or have a small deposit.

If you had a large deposit less so but if you are going for a tough product to ge such as a 95% or 90% ltv then it would likely be catestrophic to a high street lender

glentoran99

Richey_ wrote: »

Yes especially if using help to buy or have a small deposit.

If you had a large deposit less so but if you are going for a tough product to ge such as a 95% or 90% ltv then it would likely be catestrophic to a high street lender

I find this shocking! Realising how lucky i was with my recent mortgage,

Candyapple

First thing's first, you need to seek legal advice and get your solicitor to send a letter to EE to remove the default and also include a sizeable amount for compensation because the default has affected your ability to obtain a mortgage.

Secondly, go and speak to an independent mortgage broker ASAP. There are some lenders who disregard defaults from mobile phone companies completely, so 1 default should not mean that you can't save your house purchase and be able to get a mortgage.

Thirdly, obtain copies of all 3 of your credit files. The free versions to check your credit files are below:
Experian: https://www.moneysavingexpert.com/creditclub
Equifax: https://www.clearscore.com
Call Credit: https://www.noddle.co.uk