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ERROR on Credit File - Preventing Mortgage

ScottR1987 — Mon, 29 Jan 2024 14:34:10 GMT

Really need some support in how to resolve an ERROR that has arisen on my credit file from BT stating I defaulted on Payments for a YEAR! I have been back through, this never existed. Nothing in my account verifies this. It an error. Now I need to apply for a mortgage and this is preventing an otherwise spotless record. How can I get this resolved, knowing nothing about these payments!? Can someone please help as a matter or urgency!

Re: ERROR on Credit File - Preventing Mortgage

Keith_Beddoe — Mon, 29 Jan 2024 14:41:26 GMT

@ScottR1987

Welcome to this user forum for BT Retail phone and broadband customers.

The first thing you need to do is raise a dispute with either Equifax, Experian or Transunion, depending on who the debt is with. You can do that at

Online at www.equifax.co.uk/ask
Call 0800 014 2955
Address – Equifax Ltd
- Customer Service Centre
- PO Box 10036
- Leicester
- LE3 4FS

Online at www.experian.co.uk
Call 0344 481 8000
Address - Experian Headquarters Talbot House
- Talbot Street
- Nottingham
- N80 1TH

- Online at www.transunion.co.uk
- Call 0330 024 7574
- Address - Consumer Services Team
  - TransUnion
  - PO Box 647
  - Unit 4
  - Hull
  - HU9 9QZ

They'll then liaise with BT for you.

Re: ERROR on Credit File - Preventing Mortgage

ScottR1987 — Mon, 29 Jan 2024 15:08:57 GMT

I have raised this with Experian via a link on the website but that phone number doesn't work for anything other than requesting a copy of my report. I need to speak with someone to emphasise the urgency of this. This is preventing me from getting my mortgage! Who is the best person to speak with at BT.

Re: ERROR on Credit File - Preventing Mortgage

Keith_Beddoe — Mon, 29 Jan 2024 15:17:24 GMT

@ScottR1987

This is just a customer to customer help forum, everyone here, including myself, are just customers.

The only BT Employees are the forum moderators. They may respond here, but they may not be able to help.

Re: ERROR on Credit File - Preventing Mortgage

PaddyB — Mon, 29 Jan 2024 17:15:19 GMT

Hi @ScottR1987,

Thank you for posting and welcome to the Community. The quickest way to have your Credit File corrected is to raise a dispute using the information @Keith_Beddoe has posted.

With regards to the default do you still have an active BT Account and does the default relate to that account?

If the account has been closed when did that close?

Thanks,

Paddy

Re: ERROR on Credit File - Preventing Mortgage

ScottR1987 — Tue, 30 Jan 2024 08:45:16 GMT

No, we don't have an account, nor to my knowledge have we ever had an account. It says on the report this dates back to 2013! We have not used any BT service in that time.

Re: ERROR on Credit File - Preventing Mortgage

StuartH — Tue, 30 Jan 2024 11:32:49 GMT

Hi @ScottR1987

Thanks for posting, BT does have a Disputes Team who can investigate this but they only deal directly with credit reference agencies, I can see you mentioned you called the number on the Experian website which only offers audio or braille copies of your report. I found this number on there it might get you through to a person if that helps:

0800 013 8888

They will raise or may already have raised this into BT And deal directly with the Disputes team.

Try the number above and if still no joy I have sent you a private message asking for details to see if we can help or at least nudge it for you.

Thanks

Stuart

Re: ERROR on Credit File - Preventing Mortgage

Mvcmvc45 — Tue, 13 Feb 2024 14:20:36 GMT

This seems to be an ongoing issue for many off us did you get any resolution as no one at BT seems to have an answer default appeared a year ago in my credit report from a bt account at a property i left 18 years ago ! Given the Horizon scandle you think they would be more proactive to find the issue. Was the issue with transunion?

Re: ERROR on Credit File - Preventing Mortgage

dawsonlesley — Tue, 19 Aug 2025 14:46:21 GMT

That’s a tough spot, especially with a mortgage on the line. Credit reporting errors like that can be devastating even when you’ve done everything right. First step is to file a dispute directly with the credit bureau (online or by certified mail) and keep copies of all your correspondence. Sometimes errors like this happen because accounts get misreported, or even worse, because of mix-ups in how your file is tagged. I’ve seen cases where people were even marked as “deceased” by mistake, which can completely lock them out of credit. There’s a good write-up here that explains how those kinds of errors happen and how to fix them: ************* Might be worth a look while you’re getting this sorted, and if the bureaus don’t move quickly, you may want to get a consumer protection attorney involved to push harder.

[mod edit: removed link to third party website]

Re: ERROR on Credit File - Preventing Mortgage

gg30340 — Tue, 19 Aug 2025 14:10:55 GMT

@dawsonlesley

This thread is over a year old so you may not get a reply from the OP and hopefully it has been resolved by now.