For Linda Booth, from Stonehaven, a situation that arose with her mobile contract from Orange/EE swiftly escalated into a problem that was having a devastating effect on her life.
Linda took out an unlimited contract with the mobile network in November 2013.
All was well until, in March 2014, she received a text from Orange stating her bill was higher than usual.
She contacted her bank immediately as she had a direct debit set up with Orange and discovered they were in the process of debiting her account to the tune of more than £800.
Fortunately, she was able to stop the payment going through and got in touch with Orange.
She found out they had taken other large amounts from her bank account. Orange admitted this was completely their fault and her account would be credited then closed – as they were in breach of contract.
However, three months later, she received a paper bill from Orange demanding £1,836.35. She was told her account would be credited by more than £2,000 as she was still due money from the previous overbilling.
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Linda thought this was the end of the matter.
On January 11 this year, Linda attended an appointment with her financial adviser to apply for a re-mortgage.
Financially there was no issue but she discovered her credit report had an issue affecting the mortgage being accepted.
On returning home Linda set about finding out what the problem was. She looked up her credit score and found Orange had put a default on her credit scoring in June 2014.
She contacted Orange straight away and spoke with their collections department.
To be fair, they were horrified this had happened and on looking into Linda’s account found that a payment was made on June 17, 2014, but never processed.
Linda was assured this would be rectified immediately and the note on her credit score would be removed. She was to be called back to confirm the action had been completed.
No call ever came. Linda phoned back the next day and again was told the matter was being resolved and she’d receive a call when authorisation for the credit was given.
Again, no call came.
Linda emailed Raw Deal.
She told us how frustrated she was as her life was on hold while she was unable to re-mortgage her home as the credit report remained unchanged by Orange.
We took up this matter up with Orange/EE. Very quickly there was much better news.
A spokesperson told us: “We would like to apologise to Ms Booth for any inconvenience caused by this administrative error. We have spoken with the customer and this is now fully resolved.”
A happy Linda said: “This has been sorted out and the credit score has returned to normal.
“One contact from Raw Deal got this sorted out in double-quick time.”
Do you have a problem?
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Briefly outline the problem and how you would like it resolved. Include contact details of the other party and any customer ref/order numbers.
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