Hi.
I recently attempted to sign up to BT WiFi to take advantage of a 12-month deal. Due to an untold number of errors and typos made by the agent I spoke with on the phone, almost every conceivable thing has gone wrong since then - including a drop of 125 points on my credit score overnight.
I was signed up to an incorrect version of the plan by the agent (24 months, not 12) with the wrong spelling of my name, email address and physical address - and this is after being asked to spell things numerous times during the call. I was also signed up to an EE sim which I never received a single email, letter or text message for, because there were apparently so many typos in the information recorded by the agent that nothing was ever able to reach me (this was later explained to me by an EE representative).
I had originally spotted this issue almost immediately after ending the call with the agent, as you are sent the final details of the plan to read through by text. I called BT back straight away, and was reassured that the entire order had been cancelled at zero cost - however I needed to redo the entire application online, as apparently the 12-month plan was an online-only deal which "the other agent should have been aware of". Frustrating, but I did as I was instructed.
I recently received an email from Clearscore/Equifax alerting me that my credit score had changed. I checked, and not only had my score plummeted 125 points but there were now three separate credit accounts which had been opened - two for BT, and one for EE. I was absolutely stunned by all this and requested my full statutory report, to find that BT had also run a total of EIGHT DIFFERENT HARD SEARCHES on my credit file, SIX of which happened on the same day - i.e. by the same agent who had recorded my information so poorly that none of the emails ever reached me.
To provide some perspective, declaring bankruptcy will tend to draw a negative hit of around 60-80 points. However through a single BT agent's actions, my credit score has plummeted to the point where I imagine I will now start to have difficulty opening new utility and credit lines. I am at a loss of what to do and have already spoken with Equifax, who directed me straight back to the utilities provider to resolve it (BT).
I cannot accept having so much damage done to my credit score by simply signing up with an internet provider. The most frustrating part is that apparently, the agent I spoke to should not have even attempted to sign me up over the phone anyway, despite their insistence. The 12-month deal is online-exclusive and this is what I should have been told. Instead, somebody who clearly had no idea what they were doing has absolutely destroyed my credit in less than 24 hours.
I am at a complete loss on what to do, and am writing this here because I don't even know who to turn to for advice (as Equifax have placed the blame solely on the utility company). I have read online that you can request for errors on credit reports to be removed, and since this entire thing has been caused by a long series of errors made by a BT agent, my hope is that at least some of the mistakes can be removed from my file (e.g. the accounts which were supposed to have been immediately cancelled).
Any further help or guidance from the community would also be greatly appreciated.
Thank you for your time.
