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Incorrect missed payments affecting credit score

Mikejhughes — Fri, 12 Jul 2024 05:25:39 GMT

I used to have a paid-for email account with BT which was subsumed into my Broadband package which I moved to last year. However there were additional emails within the account that were not transferred across and they accrued payments that I was unaware of until letters started arriving with ‘missed payments’ and being referred to a credit agency.

I have made 5 separate calls to BT over the last year- the last one lasted 1 and 23 minutes. Each time BT acknowledge it’s their mistake and credit my account with the ‘missing payments’. 3 months go by and the same cycle happens again. My credit score has gone from excellent to good, all because of this. BT have said they will remove the incorrect missing payments but they are still on my record and keep happening.

Any suggestions to move this on - my calls only result in a temporary fix to the situation- each time being told it is now permanently sorted.

Thanks in advance for any help.

Re: Incorrect missed payments affecting credit score

licquorice — Fri, 12 Jul 2024 07:02:28 GMT

I have notified the mods of your problem, they will post an invitation to contact them on the thread.

Re: Incorrect missed payments affecting credit score

Mikejhughes — Fri, 12 Jul 2024 07:30:35 GMT

Thanks!

Re: Incorrect missed payments affecting credit score

NeilO — Fri, 12 Jul 2024 07:35:09 GMT

Hi @Mikejhughes welcome to the community and thanks for posting, I'm so sorry this has not been resolved especially after calling 5 times. I've sent you a private message so you can get in touch with your details and we'll be happy to help.

Thanks

Neil