I've been trying to get BT to resolve this since the start of the year and have gone through the same process around ten times.
The debt relates to my late father's account and was transferred into my name after he passed away in 2023. There's a longer backstory, but in short, I only discovered the £1,081.98 debt when I applied for a mortgage. And that I had been marked as deceased by BT! Since then, I've found that the default linked to the debt has been recorded on my credit file every month since 2023, impacting my credit rating and potentially affecting the mortgage options available to me.
BT always volunteer that it is an invalid debt that should be wiped from my record. And I always say I would be happy to pay it if it is legitimate. And they say there should be no reason for me to have to pay it.
Every time I speak to BT, they tell me it is escalted, that the debt is incorrect, will be removed, and I will see it removed from Check My File in a matter of weeks. They also promise someone will contact me with an updates, but none of this ever happens and I never hear back.
At the same time, when I dispute the entry through the credit reference agencies, BT tells them the exact opposite and repeatedly confirms that the £1,081.98 debt is valid and the default should remain. This has happened multiple times with Experian, Equifax and TransUnion throughout 2025 and 2026.
My main issue is that BT keeps telling me directly that the debt should be removed, while telling the credit reference agencies that it is valid.
One credit reference agency suggested they may be able to help if BT provides written confirmation that the debt is incorrect. However, BT refuses to put this in writing and instead keeps assuring me that it will be sorted.
I am now instructing a solicitor as this is costing thousands in the mortgages I have available with a destroyed credit history.
Has anyone experienced something similar, or had success getting BT to correct information being reported to the credit reference agencies?
