This topic

False Default on my credit file

John1984 — Fri, 08 Sep 2023 19:05:29 GMT

FALSE DEFAULT ON MY CREDIT FILE

BT have finally accepted liability for wrongful billing and closed the account down. HOWEVER after this lengthy process of trying to get them to accept liability I am now having major difficulties in trying to get them to remove the error codes of "missed payments" "under investigation" and now a "Default" removed from my credit file.

I have now been declined for a mortgage due to this error default placed on my credit file from BT. I have raised this dispute with Equifax and Experian who are also still waiting on a response from BT.

This matter needs dealt with as a matter of urgency or consequently my full house move will be in jeopardy due to false information from BT put on my credit file.

I have tried to get this matter resolved...20 phones calls in the space of 5 days and expressed how it is imperative this matter gets dealt with urgently. However no phone calls back, no emails of an update, can't speak directly with the Credit File team and quite frankly passed from agent to agent each time to be told "we are sorry about your xperience we will get the matter dealt with"

They have sent 3 emails to say they have closed off the balance and account and also closed my complaints. Yet no response with a credit file update to get this false defamatory Default off my credit file. Each time I'm told different information yet no further forward. My complaint hasn't been dealt with yet they are closing complaint case down.

My family's lives have been turned upside down with this situation and there appears to be no resolution despite BT accepting liability for this error.

Re: False Default on my credit file

-Richie- — Fri, 08 Sep 2023 19:20:14 GMT

@John1984wrote:
I have raised this dispute with Equifax and Experian who are also still waiting on a response from BT.

You have done all you can at this stage, the credit reference agencies will contact BT, who will then investigate and any mistakes corrected.
The premium agencies like Equifax and Experian will then update instantly, free credit agencies can take upto 30 days.

Re: False Default on my credit file

John1984 — Fri, 08 Sep 2023 19:33:25 GMT

Yes I have at this stage exhausted all efforts to get this resolved. However BT who initiate an automated voice note at the beginning of every call that "customer care" is the fore front of their core principles. However their lack of communication, compassion and understanding of the severity of our situation is not being recognised. They have not responded to this dispute and for some apparent reason you cannot speak directly with BTs credit file team but can to other departments. This situation is a matter of urgency and the seriousness of the implications that this will cause has not been recognised and dealt with accordingly.

Each agent you speak to provides false information promising calls back with an update on specific dates yet they do not fulfil this promise.

Very quick to negatively impact my credit file with errors which has had a detrimental effect on my health and well being, plus my young family's lived. Yet they cannot resolve the issue with a matter of urgency when they have finally accepted liability.

Re: False Default on my credit file

PaddyB — Sat, 09 Sep 2023 08:24:46 GMT

Hi @John1984,

Thank you for posting and welcome to the Community. I'm sorry if that incorrect default is still showing against your credit file. If you send me your details, I'll be able to take a look at your account to make sure that that been removed correctly.

I have sent you a private message with instructions on how to contact the team. You can access your messages via the envelope icon at the top right of the screen, or click on this link, Private messages

Thanks,

Paddy

Re: False Default on my credit file

John1984 — Sat, 09 Sep 2023 09:20:29 GMT

I have sent the information required on the private message. Finally I hope BT can get this detrimental issue resolved as a matter of urgency.

Thanks

Re: False Default on my credit file

John1984 — Sun, 10 Sep 2023 07:40:23 GMT

I have forwarded all the relevant information and replied back to your private message twice but had no response. I need this situation rectified as a matter of urgency as my credit file is due to be updated with the Credit Reference Agency's. Therefore if these errors and false information is not removed immediately, my credit file will remain the same with the error Default. I need this removed to get my mortgage application resubmitted immediately and inform the lawyers with an update of my position.

Can someone please contact me. Once again I feel like I'm getting nowhere. I have also attached evidence supporting my case but has no correspondence.

Re: False Default on my credit file

Keith_Beddoe — Sun, 10 Sep 2023 08:21:07 GMT

@John1984

The moderators are a very small team, and deal with each request in strict order. You should be contacted sometime next week.

Re: False Default on my credit file

John1984 — Sun, 10 Sep 2023 08:54:18 GMT

I understand and appreciate the moderators are part of a small team. However surely there must be a prioritisation of specific cases particularly if people's personal lives and circumstances are being immensely affected and neagtively impacted with certain issues that should be recitified with urgency. When BT are clearly at fault on this matter. Continously awaiting for responses from BT online, complaints department and phone calls from agents is simply not good enough. Time is not in my favour, we are against the clock to get this resolved.

Re: False Default on my credit file

Keith_Beddoe — Sun, 10 Sep 2023 09:16:17 GMT

The only exception that the moderators sometimes make, are for vulnerable customers that have lost their phone/lifeline connection, and are not making any progress with the helpdesk.

Everyone else has to wait their turn.

Re: False Default on my credit file

John1984 — Sun, 10 Sep 2023 09:38:58 GMT

Vulnerable customers who have lost a phone connection? Seriously?? So it's the current paying customer who gets the priority over a phone connection?? Yet i was a long standing loyal customer with all payments up to date with BT until I moved provider due to a very poor signal connection. Now my rights are lower down the hierarchy in terms getting it resolved? I'm also not getting help from the help desk or the agents despity attempts everyday to get the matter resovled.

My family's lives have been turned upside down with this error and false information causing severe devastating consequences if this is not resolved. So I'm sorry I have been extremely patient with BT, despite being told I will receive calls this day and that etc but absolutely no correspondence. Passed from agent to agent. I find this diabolical to say this particular matter would be deemed priority over something that is questioning and bringing into distribute someone's financial reputation which they are not responsible for....BT is liable and have to help accountable. Several individuals personal lives are being severely affected with this matter and BT should not be playing devils advocate. The customer service has been very disappointed absolutely no compassion or efficiency in getting this resolved. So I'm sorry "waiting my turn" will no suffice.

Re: False Default on my credit file

Keith_Beddoe — Sun, 10 Sep 2023 09:42:20 GMT

This is just a customer to customer help forum, everyone here, including myself, are just customers.
The only BT Employees are the forum moderators.

I have no idea what BT policy is.

Re: False Default on my credit file

John1984 — Sun, 10 Sep 2023 09:47:26 GMT

Yes I understand it is a forum with customers. It was the moderator that I was communicating with when they asked for me to reply to their private message to get this resolved.

Re: False Default on my credit file

John1984 — Mon, 11 Sep 2023 13:05:29 GMT

Hi Paddy

I have spoke with Equifax this morning again and been informed that BT has still not updated my credit file with the correct information with all the error codes and default removed. They have told me that BT have to provide this information to the Credit Reference Agencies ie Equifax amd Experian before my credit file can be updated and this negative scoring against me will be removed. It is vital that BT respond to this matter and address this as a matter of urgency. BT are in fact due to provide Equifax with an update and I'm looking to be assured that they will be giving over the updated information from my account, after our conversation. Could this matter be pressed please due to the time sensitive nature of my mortgage application being declined and now needs resubmitted once this issue is rectified accordingly.

Course of action needs to be: BT have to update my account and credit file team have to notify the credit reference agencies as a matter of urgency. Otherwise my entire house move will fall through. I'm being pressed every day from my lawyer for an update and I have no new information to provide them with.

Re: False Default on my credit file

Andy_N — Mon, 11 Sep 2023 15:15:02 GMT

Time to up the stakes John.

Contact Watchdog - they like this sort of issue.

Contact Citizens Advice.

Have you contacted BT's CEO?

Re: False Default on my credit file

John1984 — Mon, 11 Sep 2023 15:34:48 GMT

Every day I have been inundating them with phone calls, emails, complaints etc however I'm still no further forward in getting this resolved. I'm looking to seek advice from Citizens Advice this week. I'm unsure of the protocols with BTs CEO. Watchdog I will look into.

I'm being told they have settled my account and accepted liability, however this information is not reflected on my credit file. ONLY BT can forward the new information onto the Credit Reference Agency's. But they have also failed to respond to the disputes that they have raised. I have stressed the urgency of this matter being resolved as my mortgage process is now time sensitive. 1st application declined and I'm no further forward. BT have to be prioritising these serious issues affecting people's lives yet still no further forward.

Re: False Default on my credit file

DavidM — Sat, 25 Nov 2023 08:22:02 GMT

Hi @John1984 ,

I wanted to post an update for the benefit of the community. I can see you dealt with our executive complaints team who confirmed the credit referrals guys had updated our systems and also updated Equifax so hopefully everything is in order for you now.

Cheers

David

Re: False Default on my credit file

John1984 — Wed, 10 Jan 2024 13:27:42 GMT

Yes that is correct. Thanks for updating we finally got our issue resolved after weeks of constant phone calls to BT to have this removed from our Credit file. We also emailed the CEO for BT directly and raised this dispute with the CFAs.