Orange and lowell help! 2 defaults same credit agreement

[warmishprince]

]PLEASE HELP ive tried to be a thorough as i can so theres no confusion.

 

My husband had been with orange for about 7 years and

had always paid his bills on time and in full by direct debit.

 

A few years ago he got fixed on the idea of an i-phone,

so he signed up for a 2 year contract for it in store.

Again all bills were paid in full.

 

His contract ended and it continued to roll on while he decided what he would have and do next.

The bill continued to be paid as always.

 

In around January/ February time my husband finally decided to go under a new contract,

having paid 36-40 every month for a contract where my husband was only ever using

about 60 minutes out of 500 each month and very little sms messages,

 

We decided that he needed to have a lower contract as we were paying for something he simply didn't need or use.

This time we did so online.

We chose an 18 month contract at £26 a month with HTC desire s.

 

The phone arrived and the sim was placed in it but with

 

in two days the phone was collected again and replaced with a new one

as it was not connecting properly and so failed to work.

 

The problem continued with the next one for a while also.

we were continuously on the phone trying to rectify the issue,

when finally we received our contract details.

They were wrong.

 

Despite sending out the correct phone they then sent us contract details for another

iphone contract at £35 for 2 years again and this was the contract the sim card was under.

 

We contacted orange and we were repeatedly passed from person to person,

we rarely got phone calls back when we were told they would.

 

The phone bill was still going out at the £35.

We were offered the contract reduced to 18 months

then we were offered it at £30 or so for the two years instead.

 

they were trying to pretend that they were giving us great deals,

extra minutes ect but it was things we did not need let alone require or what we signed up for.

the direct debit was cancelled, untill the problem was rectified.

Eventually this happened and the moment I had some spare 5 mins or so

I telephoned them and asked for details to set up my online banking

so they could be paid again,

 

by the time they sorted the problem we were two months in arrears.

However i was still happy to set up the payments and informed them that i could not budget

that same week for an extra £52 on top of the current bill due.

She understood (or so I thought) and that I was able to pay extra each month to clear off the outstanding.

 

Everything with the bank was in the process of being set up,

when I received a call from my husbands work phone saying his mobile wouldn't work.

They had cut him off that day despite my having made contact.

 

Once again I was on the phone to orange but this time I was being put through to the arrears department.

They refused point blank to turn the phone back on untill the full £84 pound was paid

(contract plus late payment fee)

 

I explained I could not afford that and the recent phone call id made.

but they were determined and refused to turn his line on,

as well as this they continued to bill him for the months where his phone was not on so he could not use it.

 

they expected us to pay off the full balance just like that despite the problems wed

had and the severe lack of customer service, even if i managed to save the 80

or so pound to pay them by the time I could it would have been 106 and so on.

eventually having gotten no where with them the hubby got a pay as you go sim

as he could not be without a phone should something happen to the children.

 

We never received contact again.then about 6 months ago when we signed up for equilfax

(as we are trying to sort out our credit files having suffered greatly with finances the last two years).

 

Unfortunately we discovered orange had defaulted us for the 106.62 pence.

we were never made aware of this and had not received any correspondence.

We were disgusted, my husband was always a loyal customer and we tried to rectify the problems from the start,

but they would have none of it.

 

I did some research and we wrote to orange explaining the situation

and that we were never made aware of it, and also the financial difficulties we had faced.

 

We stated that we were getting on track and things were being corrected and want to pay

that balance plus a little extra for a notice to delete.

 

The reply we got was a simple this is your file for a reason and the answer was no and we still owed the money.

 

Since then we've received various letters from companies stating they are collecting almost

£500 on behalf of orange which is obsurd, its now settled to none other then lowell who want 540.02.

not only this but weve been hit twice. not only did lowell apparently buy the debt

but rather then take it over on our credirt file so it still stays as oine default, they have added another.

 

so we now have a default for 106 from orange and a default for 540 from lowell for the exact same thing.

the hubbys file is sqeeky clean except for these however we are now unable to obtain a mortgage

or any other credit.

 

Ive tried to contact orange by telephone however they have actually blocked the phone

it would appear as it just states thank you for calling and were sorry we cant not take your call.

 

However by simply dialling 141 first I can go through to the automated line

but then no further as there customer service lines are far from managed properly.

 

Im at my wits end juggling three children under 5 while try to correct this error

and getting nowhere, any help or info would be greatly appreciated.

 

we have since gone through equilfax as well to try and solve it

and lowell investigated agreed that orange made a mistake at the beginning

but they sorted it before cutting the line off

 

lowell have then come back and offered a discounted rate

however they have made no effort or even mention the fact that there are twoi defaults

for the same thing double jeapardy,

 

im sure this is illegal as well as not recieving an idication from orange in the first place

saying they were placing a default and selling it on

 

ive attached copy of equilfax report showing the two defaults

 

thank you for your time

Edited April 5, 2014 by warmishprince

[renegadeimp]

Hi. Could you please edit that Attached file to remove all personal info, then convert it to PDF. Word documents will contain personal info, which is why you need to convert to PDF.

[warmishprince]

All done

Edited April 5, 2014 by warmishprince

[warmishprince]

can anyone help?? i think i may have put this in the wrong forum

[renegadeimp]

Hi. I've notified the site team for you. Someone will be able to move the thread asap.

[dx100uk]

can you please use the edit icon in the grey bottom toolbar of post 1

 

and add sentences and blank lines

 

thank you.

 

moved to the telecom forum too.

 

dx

[BRIGADIER2JCS]

Having read the thread and seen the CRA file which seems to me to be in order as per the "new " way accounts are treated on CRA files i.e,

 

 

The Phone company default the account and report to the CRAs, Equifax/Experian/Call Credit,. a debt purchaser e.g. Lowell purchase the account and add their entry which shows the true picture of the conduct of the account, as

long as the financial detail is correct and the default date is the same as the original entry all is correct.

 

 

It is not a "new" default and those who might view the CRA files will understand that this one entry showing the accurate picture of the conduct of the account.

BTW name is showing on CRA screen print.

[dx100uk]

attachment removed.

 

1st post space into sentences.

 

dx