The nice guy approach does work... (Orange)

[jkspepper]

I recently found out I had defaulted on an old Orange account so I decided to use Equifax to sort it out.

 

They gave me the same response as many have already heard on these forums; that mobile phone contracts do not fall under the CCA and therefore they do not need to abide by these regulations.

 

I even tried calling directly but the operator at the end of the phone was obviously not qualified (or senior) enough to make any changes and churned the same spiel they were obviously trained to say.

 

I then took the 'it wouldn't hurt' approach after exhausting other options and tried just to ask them to remove it.

 

This is what I wrote:

 

Orange Credit Referrals

Top Floor Global House

Senhouse Road

Darlington

County Durham

DL1 4YQ

 

Dear Sir,

Re: Account No. XXXXXXX

On reviewing my recent credit history file from Equifax, it has come to my attention that my previous account with you, cancelled in October XXXX, was registered as defaulted in XX April XXXX; however I do not remember receiving any notices from you informing me of the outstanding amount of £XXX. This amount was subsequently paid off at a later date when I realised the amount was still outstanding.

I have been a loyal Orange customer since X January XXXX and had an impeccable payment record until the date of cancellation; I also have another current Orange account with you (A/C # XXXXXXX) since XX May XXXX and on consulting your credit information sent to Equifax on my behalf, have never missed a payment in the last X years on either account.

I know that there is nothing I can do not to remedy this situation further but since I, from my own initiative, have settled the amount of £XXX, I am now asking politely if you would kindly, voluntarily, remove the default registered on my account as a gesture of good will for a long standing and loyal customer, who thus far, apart from this little misunderstanding, has an impeccable payment record.

I eagerly await your consideration.

 

Yours sincerely,

 

 

Mr X

 

I sent it, recorded of course, and forgot about it.

 

Well today I received a letter from Orange, and this is what it said:

 

Dear Mr Hau

 

Re: Account XXXXXXXX

 

I refer to your query regarding the above account.

 

I wish to confirm that Experian and Equifax have been notified to amend their records and remove the default recorded, as a gesture of goodwill. The decision to remove the default is based upon your payment performance by direct debit and a minimal sum outstanding.

 

I trust this is to your satisfaction

 

Yours sincerely

 

X

Credit Referral Department

 

It worked for me, so maybe it can also work for you too?

[buzby]

Always nice to know!