Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
  • FIRST POST
    • LilPretty
    • By LilPretty 5th Sep 17, 1:29 PM
    • 42Posts
    • 4Thanks
    LilPretty
    Nationwide supposed missing payment
    • #1
    • 5th Sep 17, 1:29 PM
    Nationwide supposed missing payment 5th Sep 17 at 1:29 PM
    i have a new mortgage with nationwide - got the letter and stated the date the payment will come out and how much.

    date: 28th aug - amount £1070.43.

    so i had that in my barclays account waiting to be collected. on the side I open a nationwide account and also put in my emergency savings fund in it.

    29th / 30th / 31st of aug, 1-3rd of sept - i kept checking my barclays account and the funds was still sitting there. 4th of sept i called nationwide up and the lady advised the direct debit had cancelled itself from within their system.
    she then advised that the payment alongside sept payment will be taken at the end of sept. I declined and advised I now had a nationwide current acct with enough funds in it to cover the payment.

    she advised she was not able to complete the transfer but i could do it online - i did that with her immediately on the phone.

    today - 5th of sept - i get a text from nationwide stating to call a number - i did and it is the collections dept... so i said ok - how can I help - he then advised the mortgage payment was missing.

    i explained everything above and told him - its a nationwide to nationwide trf so no way it would have failed and also i had looked in both accounts and the funds had moved across.

    he then said ok - he will check - next he advises that the payment was short of 43p.. i said ok i can pay that immediately (which i did) and then he said this will affect my credit as this was a late payment

    to which i said - no .. the funds had been there waiting since the 1st of aug.. the direct debit never came through and the lady yesterday confirmed it failed within Nationwide. plus i called up and did the transfer immediately so how could this now be marked as late payment on my credit file

    he said he will speak to his manager and come back to me but for information purposes - nationwide do not re-present direct debits - if it fails for any reason its up to me to call them or do the transfer on the 29th of every month.

    Surely this is NOT right? or am i wrong here?

    also what happens next with the late marker on my credit file - it has not showed up yet - but should it show up, what do i do next.

    is it worth me making a formal complaint now?

    please help - i have worked really hard to clean my credit in the last 3 yrs.. the last thing i need now is this.
Page 1
  • National Debtline
    • #2
    • 6th Sep 17, 1:36 PM
    • #2
    • 6th Sep 17, 1:36 PM
    Hi Lilpretty,


    In reality your payment was only around 1 week late. Whilst Nationwide could report this to the credit references agencies, they also may not. If you have had no paperwork about the late payment, impact on your credit file, it may just have been a flippant comment over the phone. I wonder as well, if the operator said this will affect your file, or just that it may affect it.


    You could make a complaint now, about the service you have received, and how the situation has been handled and ask them not to add anything to your file as a gesture of good will (especially as it was resolved so quickly).


    The credit files are updated at least once a month, so you could keep your eye on it, and if a late payment marker is made, then make another complaint and ask them to amend it. But please be ware that only incorrect information can be removed, and technically this information is correct. The credit agencies only report factual data and not the reason it. You can add a notice of correction to give any potential late payment mark more context, but this wouldn't necessarily improve your credit rating.


    Laura
    @natdebtline
    We work as money advisers for National Debtline and have specific permission from MSE to post to try to help those in debt. Read more information on National Debtline in MSE's Debt Problems: What to do and where to get help guide. If you find you're struggling with debt and need further help try our online advice tool My Money Steps
    • LilPretty
    • By LilPretty 6th Sep 17, 5:27 PM
    • 42 Posts
    • 4 Thanks
    LilPretty
    • #3
    • 6th Sep 17, 5:27 PM
    • #3
    • 6th Sep 17, 5:27 PM
    Hi Laura,

    it has shown on my credit file as late payment.
    the payment was not late from my end - it was sitting in my bank account waiting for the direct debit that never showed.

    i have lodged a complaint.
    Last edited by LilPretty; 06-09-2017 at 5:28 PM. Reason: addition
    • nic_c
    • By nic_c 6th Sep 17, 5:33 PM
    • 1,089 Posts
    • 620 Thanks
    nic_c
    • #4
    • 6th Sep 17, 5:33 PM
    • #4
    • 6th Sep 17, 5:33 PM
    why was it short 43p? If it was a DD, surely Nationwide would have set the amount, and it looks like they set it wrong
    • YorkshireBoy
    • By YorkshireBoy 6th Sep 17, 6:49 PM
    • 29,537 Posts
    • 17,355 Thanks
    YorkshireBoy
    • #5
    • 6th Sep 17, 6:49 PM
    • #5
    • 6th Sep 17, 6:49 PM
    why was it short 43p?
    Originally posted by nic_c
    My reading of the OP suggests the Nationwide staff member talked through the internet banking procedure/provided the payment details and stayed on the line whilst the OP made the transaction. It would appear the OP forgot the pence!
    If it was a DD, surely Nationwide would have set the amount, and it looks like they set it wrong
    It wasn't a DD, it was an immediate FP (see para 5 in the OP).
    • camelot1971
    • By camelot1971 6th Sep 17, 7:34 PM
    • 494 Posts
    • 763 Thanks
    camelot1971
    • #6
    • 6th Sep 17, 7:34 PM
    • #6
    • 6th Sep 17, 7:34 PM
    You have a late payment marker on your credit file from a payment due a week ago? Really?
    • LilPretty
    • By LilPretty 7th Sep 17, 5:56 PM
    • 42 Posts
    • 4 Thanks
    LilPretty
    • #7
    • 7th Sep 17, 5:56 PM
    • #7
    • 7th Sep 17, 5:56 PM
    yes i have the late payment marker already and I can show it if required - payment was due on the 28th of Aug, the direct debit never hit my account and I called to pay it on the 4th of sept .. by the 6th of Sept the late payment marker was on my acct already.

    The advisor i spoke too on the 5th of sept did advise that the late payment marker may be out already and he will speak to a manager and come back to me.

    i have since raised a complaint with NW
    • wiseonesomeofthetime
    • By wiseonesomeofthetime 7th Sep 17, 6:40 PM
    • 133 Posts
    • 66 Thanks
    wiseonesomeofthetime
    • #8
    • 7th Sep 17, 6:40 PM
    • #8
    • 7th Sep 17, 6:40 PM
    yes i have the late payment marker already and I can show it if required - payment was due on the 28th of Aug, the direct debit never hit my account and I called to pay it on the 4th of sept .. by the 6th of Sept the late payment marker was on my acct already.
    Originally posted by LilPretty
    Sounds harsh to me.


    I had an issue earlier in the year when Avro tried to collect my direct debit from the wrong account (had changed source and they had acknowledged change).


    Had snotty email from them, making threats around late payment charges, but stuck to my guns and paid two months worth the following.


    Avro did NOT put late payment marker on my file.


    Perhaps I was lucky.


    Hope you resolve this favourably.
    • Sparx
    • By Sparx 7th Sep 17, 6:53 PM
    • 765 Posts
    • 414 Thanks
    Sparx
    • #9
    • 7th Sep 17, 6:53 PM
    • #9
    • 7th Sep 17, 6:53 PM
    OP would be interested in a screenshot of your credit report, showing the late payment marker on the account? Presuming all of your dates are accurate for the due date and payment made date?

    I don't believe Nationwide gave you a late payment marker for 43p missing and it barely being a week late. Also have you asked Nationwide again WHY was the direct debit cancelled? If it again genuinely wasn't your doing, that's their system error which should at the least you notified, so you could remedy the situation immediately.

    Again I'm assuming everything in your story is accurate. If Nationwide really have added a late payment marker, and you see it on your report already (damn quick if you ask me?) that is extremely harsh and I would log a formal complaint.
    • YorkshireBoy
    • By YorkshireBoy 7th Sep 17, 6:59 PM
    • 29,537 Posts
    • 17,355 Thanks
    YorkshireBoy
    Again I'm assuming everything in your story is accurate. If Nationwide really have added a late payment marker, and you see it on your report already (damn quick if you ask me?) that is extremely harsh and I would log a formal complaint.
    Originally posted by Sparx
    I did wonder if OP meant their Nationwide "account", rather than a CRA file "account".

    However, it is entirely possible that they have already reported to the CRAs...if they report on the 1st Sunday of the month.

    Hopefully the OP will come back and clarify.
    • LilPretty
    • By LilPretty 7th Sep 17, 8:51 PM
    • 42 Posts
    • 4 Thanks
    LilPretty
    i have a late payment marker on my experian credit file.

    the adviser on the 5th first alerted me to it and he said the payment was made in the following month - my dd was due on the 28th of aug..

    the late payment marker was not for 43p... it was cos my payment was not made on the 28th

    he further then advised that NW do not represent direct debits - so if the direct debit ever failed for any reason they don't represent it.

    i have made a complaint - i received an auto response back saying they aim to respond within 2 working days.

    i will check my credit file again now
    • Sparx
    • By Sparx 7th Sep 17, 9:55 PM
    • 765 Posts
    • 414 Thanks
    Sparx
    Can you clarify the Direct Debit issue - in your OP you said "i called nationwide up and the lady advised the direct debit had cancelled itself from within their system" but then talk about the DD being represented, which indicates to me it wasn't 'cancelled' and possibly 'returned unpaid' so the funds where not in your account and was actually 43p short - would that be more accurate?

    If not the case, the only other version is Nationwide cancelled the DD in their error, in which case why are they not taking responsibility for not claiming payment - and why would they talk about not representing the DD? You can't represent a DD payment if it was cancelled.
    • LilPretty
    • By LilPretty 7th Sep 17, 10:08 PM
    • 42 Posts
    • 4 Thanks
    LilPretty
    Hi Sparx,

    there was funds sitting in my account for an entire 4 weeks prior to the 28th of aug and till the 5th of sept. I also have proof of it - all of which was attached to my complaint.

    I called on the 4th of sept and the lady advised in exact words - the DD had cancelled itself within the NW system - and it does happen. she then went on to say she would set the payment up to be taken on the 28th sept (so double payment on the 28th of sept) to which i declined.

    I then told her i now have a NW current account (as i did not have one prior to my mortgage with NW) and I could actually see my mortgage account online - could i transfer the funds across and she said yes. i asked how much - and she said £1070.. which is exactly what i transferred across.

    My second call to NW on the 5th of sept - the advisor said the late maker would be due to the fact that the payment was made on the 4th of sept - so there was no direct indication it was 43p that was the issue - it was simply because the entire payment had not been received prior to NW reporting to experian.

    so i have checked my experian tonight and the late payment marker was made on the 3rd of Sept.

    in the case of representing - the advisor on the 5th of sept - said if the DD failed (which it had not - it never was taken) NW do not represent a DD..

    I have lodged a complaint and I have submitted all banks statements showing funds was sitting in the account waiting to be collected.
    • Sparx
    • By Sparx 8th Sep 17, 2:46 PM
    • 765 Posts
    • 414 Thanks
    Sparx
    In which case it's Nationwide's system failing that your Direct Debit was 'cancelled itself within the NW system' is where your complaint should be based on. If you had no notification of this then how was you to be any wiser? Definitely need to follow up the complaint.

    Very strange they logged a late payment marker as well so quickly. Even the loan and telecoms companies give you a 2-3 weeks before it gets a late payment marker!
    • LilPretty
    • By LilPretty 11th Sep 17, 8:41 AM
    • 42 Posts
    • 4 Thanks
    LilPretty
    good morning all, a quick update.
    I still had not heard back from NW but got a letter on saturday advising that the payment had been missed.

    i called up this morning and the lady on the phone advised that yes the DD had failed internally and they are now working on correcting the information sent to my credit file. apparently it takes up to 5 working days to get a manager to approve it and then forward it to experian. according to her - there are loads of similar issues.

    once i have any other update - i will post it. thanks all
    • phillw
    • By phillw 11th Sep 17, 8:56 AM
    • 945 Posts
    • 558 Thanks
    phillw
    It certainly sounds like you need to keep on top of it.

    I would always phone them if I noticed a DD hadn't gone out. But they certainly shouldn't penalise you if you didn't.
    • Lucky Duck
    • By Lucky Duck 11th Sep 17, 10:12 AM
    • 115 Posts
    • 65 Thanks
    Lucky Duck
    good morning all, a quick update.
    I still had not heard back from NW but got a letter on saturday advising that the payment had been missed.

    i called up this morning and the lady on the phone advised that yes the DD had failed internally and they are now working on correcting the information sent to my credit file. apparently it takes up to 5 working days to get a manager to approve it and then forward it to experian. according to her - there are loads of similar issues.

    once i have any other update - i will post it. thanks all
    Originally posted by LilPretty
    Perhaps they need to be a bit more circumspect before reporting late payments to the CRAs
    • LilPretty
    • By LilPretty 11th Sep 17, 11:24 AM
    • 42 Posts
    • 4 Thanks
    LilPretty
    well said Lucky Duck..

    but from the information i have received on here (that NW report to CRAs the 1st sun of every month) which is true - the report on my credit file was for the 3rd of sept.

    once this issue is clarified - i will change my dd details to the 15th of the month for the piece of mind, i have also changed my DD to come out of my NW acct..

    a letter did come from NW dated the 3rd of Sept - i got it on sat the 9th of sept.
    • LilPretty
    • By LilPretty 13th Sep 17, 4:57 PM
    • 42 Posts
    • 4 Thanks
    LilPretty
    A quick update in case someone has a similar issue in the future...

    on the 12th i called NW to get an update and apparently it take 5 working days to get the managers approval to amend the details sent to the CRAs...

    fast forward to today - 13th of Sept - another letter came in the post dated the 9th of Sept for late / missing payments.

    i again called NW - who advised i ignore the letter and it had crossed the other conversations we had. as i had raised a complaint online also - someone would give me a call back.

    a lady then called from the complaints dept - she had listened to all the calls and admitted it had not been handled right - she heard on the call where i asked the agent the amount to transfer over and it not include the 43p...
    she also looked into the cancelled dd and it turns out my bank (barclays) cancelled the dd

    but there had been no notification sent or any call back from NW as promised.

    she did advise that she had sent note to the CRA stating the late payment marker was incorrect but it could take 6 weeks to update and she offered me compensation.

    now over to barclays - so I gave them a call immediately after my call with NW and stated the entire issue.. initially the agent claimed the dd instruction never hit my account - so i said ok.. i would go back to NW and get confirmation - if its true then I will lay a complaint and take it to the Ombudsman

    to which the agent said let him look further - then came back said it was a system error. so again i have filed an official complaint with barclays now.

    going forward - i have changed my dd details to my NW current account, i will also be changing my payment date from the end of the month as it is too close to when the CRA reports are issued by NW.

    thanks everyone for your assistance
    • boo_star
    • By boo_star 13th Sep 17, 10:16 PM
    • 1,322 Posts
    • 669 Thanks
    boo_star
    Nice to see a resolution. Hopefully you will decline the compensation from NW and instead demand it from Barclays?
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

761Posts Today

6,202Users online

Martin's Twitter