Hi everyone,

I would really appreciate some advice about a problem I have with Orange, and a default which was placed on my account. The circumstances are slightly out of the ordinary (ie not a case of ignoring bills etc) so would appreciate if you could have a read and let me know what you think.

I returned a Nokia 6680 to Orange in the method requested by Orange (a returns pack which was sent to me by them). This was to cancel off an order which I had asked to be cancelled, but the phone had then been sent to me anyway. It had been agreed that when the phone was received back by Orange, the account would be closed and all would be clear.

Unfortunately, the phone went missing in the post on the way back to Orange. This was only established when I was much later contacted by Moorcroft Debt Recovery for an outstanding amount of £357.99 (line rental and the cost of the phone I believe). I told them that I had returned the phone and that as far as I was concerned that should have been the end of the matter, however they said to contact Orange. I did this, and Orange said it was passed for Debt Collection, and that I had to speak to Moorcroft (this is incredibly frustrating, as NOONE would listen!)

I eventually spoke to someone at Orange who was able to help. I specifically asked if my credit score would be affected whilst this was under investigation, and I was advised that it would not be affected. However, as I would later find out, this was not the case. I obviously wasn’t going to pay anything whilst the matter was being investigated, as no conclusion had at that point been found in either direction.

I was told they would investigate, and I then heard nothing further, and therefore assumed the phone had arrived back with Orange and all was closed off as I was expecting. I never received any further bills/letters from Orange or Moorcroft, so naturally I was surprised when I got a credit report to find I had a default on my credit record from Orange!

Upon contacting Orange again, it actually turned out that the Royal Mail / Parcelforce had admitted to losing the phone in transit (as was my suspicion). Therefore the amount I owed was reduced to £69.99 for line rental. At this point I agreed to pay the £69.99 as I was advised that this would clear my credit score. As I later found out, this would only be reduce the Default to ‘satisfied’, not clear it completely. Incidentally, this has not been reflected on my credit file, and it shows a defaulted balance of £357, not £69 (again something I was told by Orange would change).

The issue I have is that I was at no point notified that a default may be added to my credit record, nor was I aware until Moorcroft started chasing me that the phone had not been returned to Orange. Furthermore, I was specifically advised that my credit record would NOT be affected while the missing phone was under investigation. With the Royal Mail / Parcelforce having actually admitted the phone being lost was down to them, it would seem to make sense that the outstanding charges (and therefore the default) should have not existed in the first place, as they only came about as a result of the extended time to close down the account because of the phone being missing. Furthermore, I never received any further bills / warnings to say there were any outstanding monies owed, which again you would naturally understand to mean the matter was closed. Indeed, had I received another bill, or any correspondence, I would have then been able to address the matter immediately. Since none was received, I was obviously unaware of any problems.

It is also worth noting that the phone was never activated, nor the SIM ever used, or even taken from its packaging.

What do you think my chances are of getting it removed? How would you advise I approach this with them? I've got their Credit Referrals dept address.

Any help much appreciated.