Default payment on Experian

Skose — Mon, 23 Sep 2024 22:43:26 GMT

I have been a BT customer for many years. I work online from home. One day my internet was cut off without my knowledge. When I called BT, they said someone else was using my address then they cut my internet and sent new kit to new address. I was really shocked even though I made my payments regularly. Then They apologised and sent me a free EE modem to use. This time I noticed that they were charging me extra money every month outside of my bill. Every time I called I wasted time and had problems because of Bt call centre who did not do their job.

I told them that I wanted to close my account and I called them every time to see if I had any balance.

Even though I sent the BT and EE kits, they sent me a bill again because they did not receive them.

I still have the post office receipt where I sent the products. I have the payment details But they put me default payment and my Experian credit score went down and when I reached out to Experian they told me about another bill I hadn't paid.

My credit score has dropped from the highest and now I can't renew my mortgage at all. The irresponsibility of the employees wore me out both psychologically and financially.

Re: Default payment on Experian

Christopher_G — Tue, 24 Sep 2024 09:06:56 GMT

Hi @Skose

Welcome to the community.

I'm really sorry to hear of your experience with this. I recommend getting back in contact with our Customer Care team and ask for an update. I also suggest asking for them to open a complaint on your account so that this is managed correctly until you find a resolution.

Please keep us updated here on what happens.

Chris

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Default payment on Experian

Re: Default payment on Experian