Credit Score Zero - bank withholding information

uncertainworld

I am 41 years old. I have had the same current account with Natwest for around 20 years, along with a couple of Natwest credit cards which are in constant use. All have been well managed, I have an overdraft facility which is occasionally used but never exceeded, and yet my credit rating is zero.

This came to light when recently I needed to move to a contract-based mobile phone. The mobile phone company (Orange) wanted to run a credit check. The credit reference agency (Experian) couldn't find any relevant information.

I began by phoning my local branch, who passed me to a London office, who passed me to someone in Bristol, who passed me to someone else in London, who passed me to someone else in London, who passed me to someone in Edinburgh, who passed me to someone in Bristol again. Only this time, after explaining to the operator my problem for the eighth time, she asked for my account number. I told her, and she said that was impossible as that wasn't the format of an RBS account number. I told her I'd phoned Natwest and that I thought I was still speaking to Natwest. All this took about 90 minutes and I was no further forward.

I have since spoken to Orange 3 times, Experian 4 times, and Natwest at least 6 times to try to nail the source of the problem. Each time I spoke to Nat West they were adamant - and my local branch quite arrogantly so - that the problem lay with Experian. They said the information was updated automatically and they had no control over releasing or withholding the information. I mailed both the branch and the Customer Services centre in Bristol copies of my report, which showed a zero credit rating. The branch still maintained it wasn't their problem, and that I should take it up with Experian. Experian were equally adamant that it wasn't their problem. Luckily the guy I was dealing with in Bristol mentioned the problem to his colleagues on a coffee break, and one of them had come across a similar issue before.

The problem seems to lie in the fact that I've had the same account for so long. In 2001 Natwest updated their T&Cs so that a signature was required when opening an account to allow the bank to grant the credit agency access to the credit history of the customer. This apparently was not applied to existing customers, so I never signed the authorisation and therefore do not have a credit history. The bank has now sent me a form to sign allowing them to release my information. Which would be fine, only they say they can't apply it retrospectively. I will still have a score of zero until I build up my rating. 20 years of managing my accounts, credit cards and overdraft, paying all my bills on time, etc. count for nothing. I was hoping to move from my rented accommodation next year, and if I buy I will need a substantial mortgage.

How is this likely to affect me in the long term?
Is there anything I can do to remedy this situation, or any form of redress I can seek?
Who should I contact in the first instance?

Many thanks

Alex_LS

Does your account actually show on your Experian file?

uncertainworld

No, just a zero. No account information.

td_007

uncertainworld wrote: »

I am 41 years old. I have had the same current account with Natwest for around 20 years, along with a couple of Natwest credit cards which are in constant use. All have been well managed, I have an overdraft facility which is occasionally used but never exceeded, and yet my credit rating is zero.

This came to light when recently I needed to move to a contract-based mobile phone. The mobile phone company (Orange) wanted to run a credit check. The credit reference agency (Experian) couldn't find any relevant information.

Credit rating according to whom? Experian, Orange ? Either way just because one of your a/cs is not on the credit ref agency list it should not make any major difference. You credit report should have details for electoral roll and other finance a/cs you hold. Unless you are saying that Experian has no information on you at all - which is strange. Have you also checked with Equifax?

uncertainworld wrote: »

How is this likely to affect me in the long term?
Is there anything I can do to remedy this situation, or any form of redress I can seek?
Who should I contact in the first instance?

If it is just the Natwest info that is missing then it should have no effect at all - if you would like to get it added then it is the bank's responsibility to ensure that they share the relevant information with Experian.

uncertainworld

Thanks for the reply.

The credit rating was from Experian. It's my only account, and to make matters worse there was another mix up and my entry on the electoral roll only appeared in October this year, despite the fact I've been registered (and voting) here for 6 years. I've yet to look into that little can of worms.

Nat West have confirmed in writing that my previous credit history cannot be added to information they release. My history will begin when they receive the signed form.