YOU WILL NOT BELIEVE THIS!
We had a residential account 4-5 years ago, we had a call from sales and we were transferred to a business account - the person said they'd shut the personal account even though it was still in contract as we moved over to business.
Heard nothing more and started with business.
2-3 years ago and my husband saw a default on his equifax credit report - £230 default from BT. No letters nothing. We did some investigation and seems that they didn't close the personal account and the unpaid bill was cancellation charges. BT admitted to us in writing on 2 emails that they made an error and the information with the credit ref agency was incorrect and if we raised with equifax they'd inform them it was wrong and it would be removed.
Long story short, every time we raised a case with equifax, the credit team who are not customer facing and even internal BT staff cannot contact apart from by email told equifax each and every time that we still owe the money and the information os correct! In the end we gave up after hours of calls, complaints and trying to get in contact with the team and speak to an actual person in this department!!
BT clearly have a responsibility under GDPR to correct inaccurate information and we have a right to request incorrect info to be put right.
Fast forward another year and a half and we can't get a mortgage until this default has been removed. We have now been battling for 4 weeks to get the default removed and again have it in writing that its incorrect and BT's fault. I spent an hour and a half on the phone to a lady 2 weeks ago who said she could see the query we had opened again with equifax but the department that respond are not contactable but that she had put very visible notes on the file to make sure that whoever dealt with the equifax query would see straight away the credit file was wrong and respond by informing them it can be removed. we waited another week then had a response from equifax that BT AGAIN HAVE TOLD THEM THE DEFAULT IS CORRECT!
Now fuming AGAIN i spent two hours on the phone last weds to a lady called Noah - ended up with her sending a very detailed email to that team to make it clear that they need to respond to equifax that the file is wrong! She said she'd follow up with an email to us after which she didn't do AND call me back within 24-48 hours - surprisingly she didn't.
So i am on the phone to them again now, 47 minutes in on hold and nobody ca do anything for us. They suggest i email the team AGAIN! I know what will happen the email goes into a black hole. Apparently even they internally can't speak to them. We are now at breaking point, we have found our dream house, it's going through conveyancing, in a chain and if this isn't sorted NOW we will lose everything and thousands of pounds.
THIS IS A DISGRACE - WE EVEN OPENED A 'COMPLAINT' TWO WEEKS AGO, GOT A COMPLAINT REF NUMBER BUT WHEN WE CALL TO CHASE WE ARE TOLD BT DO NOT HAVE A COMPLAINT'S DEPARTMENT - SO WHO IS DEALING WITH MY COMPLAINT? ANOTHER BLACK HOLE. WE GOT AN EMAIL FRIDAY TO SAY OUR COMPLAINT HAD BEEN CLOSED - WITHOUT ANY COMMUNICATION ABOUT THE OUTCOME.
I AM A LAWYER MYSELF AND HAVE NO OPTION THAN TO CONTACT THE INFORMATION COMMISIONER AND SUE BT!
If anybody has any better ideas, please say so we can get this sorted before we lose our house!
@johnct
